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Program Manager, Ops Tools, Account Health Support

4 weeks ago

Tempe, Arizona, United States Amazon Full time
About the Role

We are seeking an experienced Program Manager to join our Account Health Support (AHS) Tools Program team at Amazon. As a Program Manager, you will be responsible for leading the development and implementation of operational tools to sustain and scale Amazon's operations.

Key Responsibilities
  • Program manage various tools launches and provide expert advice for business needs.
  • Develop use cases by gathering business requirements and work with workforce management, analytics, audit operations, software development and product teams to build required features.
  • Mitigate capacity risks by managing dependencies across multiple operating units. Clearly communicate dependencies and manage/track exceptions.
  • Monitor project plans, secure resources, drive change management strategies, and collaborate effectively to achieve project goals
  • Use analytical and statistical rigor to solve complex problems and drive business decisions.
  • Effectively communicates - understands who needs information, what information is needed, who would provide that information, and when is the information needed. Is also able to write good narratives and business cases.
  • Anticipating bottlenecks, provide escalation management, make trade offs and balance the business needs versus technical constraints.
  • Remaining flexible to changing priorities, being open to new ideas and have the customer success firmly as the focus.
Requirements
  • 3+ years of program or project management experience
  • 3+ years of defining and implementing process improvement initiatives using data and metrics experience
  • Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL
  • Experience using data and metrics to determine and drive improvements
  • Experience working cross functionally with tech and non-tech teams
  • Experience in driving end to end delivery, and communicating results to senior leadership
Preferred Qualifications
  • Master's degree in BI, finance, engineering, statistics, computer science, mathematics, finance or equivalent quantitative field
  • 3+ years of driving end to end delivery, and communicating results to senior leadership experience
  • Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
  • Experience building processes, project management, and schedules
  • Experience with automatic contact routing, VoIP and any contact center case management tools.
  • Working knowledge of data and process modeling (i.e. process mapping, wire framing, simulation, developing logic, scripting and etc.) or Experience with programming/mark up/scripting languages (Java, JavaScript, Ruby, SQL, Markdown, HTML and CSS) is a plus.