The successful candidate will create, develop, and drive solutions that lead to a richer end-to-end customer and operations experience, enabling selection expansion while ensuring safety and compliance.
Key job responsibilities
Operations is at the heart of Amazon’s customer experience and differentiation. Our ambition is to be the earth’s most customer-centric business and set the industry standard for customer innovation and experience. The GSRC Amazon Customer Excellence System (ACES) Team is responsible for driving step-change improvements in the performance of Amazon’s Global Solutions and Risk Compliance space. The Program Manager will work on identified big initiatives, projects, and opportunities across different programs owned by the Operations Risk Compliance vertical. The PM will manage the complete project lifecycle—problem definition, scoping, designing solutions, testing/piloting, rollout, and sustaining change. Collaboration across stakeholders within GSRC (operations, capacity planning, learning & development) and external teams (tech partners, program teams) is essential. This environment is fast-paced, challenging, and deadline-driven. The ACES team offers opportunities for career progression into senior roles within the team or into leadership roles in the ORC field.
Key job responsibilities (continued)
* Work closely with operations and program teams to identify areas for improvement.
* Scope problems to define root causes, quantify them, identify key levers, and prioritize based on severity.
* Design solutions considering pros/cons, short-term/long-term impacts, upcoming external changes, and define expected results using input, output, and control metrics.
* Test and pilot solutions to evaluate effectiveness, then iterate as needed.
* Roll out solutions across programs, track compliance, develop ramp plans, ensure training materials are prepared, and coordinate onboarding and training.
* Design strategies to ensure sustainability of improvements.
BASIC QUALIFICATIONS
* Bachelor’s Degree in Engineering or Science-based subject
* Relevant project and people management experience in Business Consulting, compliance, operations, or Supply Chain
* Experience in operational, process, and performance improvement projects, including process mapping and redesign
* Experience across the full project lifecycle: analysis, design, and implementation
* Ability to communicate complex concepts and influence diverse audiences at different levels
* Experience analyzing complex operating models to identify value and opportunities
* Experience managing complex change projects with skeptical or resistant stakeholders
PREFERRED QUALIFICATIONS
* MBA
* Experience dealing with ambiguity and hypothesis-led problem solving
* Experience operating at both strategic and operational levels
* Experience influencing senior stakeholders and taking positions that may be unpopular
* Experience leading complex initiatives with limited oversight
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you need workplace accommodations during the application or onboarding process, please visit this link. For applications outside listed regions, contact your Recruiting Partner.
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