Program Manager, Escalations Management, Amazon Freight Partner
2 weeks ago
Our team is looking for a Senior Program Manager who can build and scale mechanisms to manage intake of issues impacting the partner experience. You will work with stakeholders on requirements definition to improve partner experience. The ideal candidate is resourceful, customer-focused and has outstanding communication skills and the ability to build strong relationships with key stakeholders. They are highly autonomous and have a proven track record in taking on end-to-end ownership and successfully delivering results in a fast-paced and dynamic business environment. They will need to both think strategically and manage tactical details.
Key job responsibilities
This role requires building mechanisms for communication and working models across teams, and will require the ability to influence others. Job responsibilities include:
* Establish mechanism for reporting and managing issues, ensuring a timely resolution
* Own the knowledge management process, ensuring documentations are accurate and up-to-date
* Define and drive service level agreements (SLAs) to meet expectations and maintain high-quality
* Identify and document use cases, proving insights to tailor unique needs
* Define the communication strategy ensuring clarity, consistency, and a positive experience
* Develop a standard suite of responses and templates for handling inquiries, ensuring uniform communication
* Define clear escalation paths for issues
* Collaborate with stakeholders to manage SLAs and responses to issues
* Work closely with stakeholders to provide valuable feedback and insights for feature enhancements
* Build and maintain data collection, establish reporting structures and dashboard.
We are open to hiring candidates to work out of one of the following locations:
Nashville, TN, USA
BASIC QUALIFICATIONS
- 5+ years of program or project management experience- Experience using data and metrics to determine and drive improvements
- Experience owning program strategy, end to end delivery, and communicating results to senior leadership
- Bachelor's degree or equivalent
PREFERRED QUALIFICATIONS
- 2+ years of driving process improvements experience- Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field
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