DESCRIPTION

At Amazon, we\'re working to be the earth\'s most customer-centric company. To get there, we need exceptionally talented, bright, and driven people.

Amazon\'s MENA Amazon Store Customer Service (ASCS) team is looking for an enthusiastic, customer obsessed Sr. Program Manager to manage projects, implement and improve metrics, work in collaboration with Amazon\'s technology, product, business and operations teams to create solutions for our internal (CS associates) and external customers. To be successful in this role, you need a passion for making data driven decisions which will have direct impact on the customer experience. Our environment is deadline driven, fast paced and requires you to be detail-oriented and comfortable interacting or working with multiple teams (business and technical). This role is based in Dubai, but will require working globally with product teams, support teams, program teams, senior leaders and regional operations teams across multiple Amazon organizations.

The ideal candidate should have excellent analytical skills, be able to work in a cross functional, fast-paced environment, employ adept program management, and inspire positive change through excellent written and verbal communication skills. This role will work with internal operations and program owners to empower a better support experience for our CS associates. The ideal candidate will strike a balance between entrepreneurial spirit and practical implementation, be capable of breaking down complex, ambiguous problems, and embody excellent communication with a keen sense and urgency and time management. This role requires attention to detail, comfort in ambiguous situations, an ability to influence without authority, and a strong ability to communicate effectively and understand the different needs of customers as well as CS associates. The role also requires the ability to dive deep to truly understand your users and devise short- to long-term plans that enable continuous, measurable improvements on customers/CSA experience. The candidate is not just a policy maker/spokesperson but drives to get things done and does not shy away from getting their hands dirty.

Key job responsibilities
- Define the roadmap and CX for contact handling program strategy across MENA ASCS. Also define success criteria for programs and audits processes and create/ drive right metrics to track and influence program health.
- Develop insights and present well-reasoned, data-driven proposals to cross-functional stakeholders on opportunities to improve CSA Support.
- Develop and then drive a periodic business and program progress reporting, and manage engagement with the key stakeholders.
- Manage large scale improvement initiatives, dependencies and bottlenecks, provide escalation management, anticipate and make trade-offs, balance the business vs. customer needs.
- Be successful in a delivery focused environment and determining the right processes to make the team successful.

We are open to hiring candidates to work out of one of the following locations:

Dubai, ARE

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
- Demonstrated ability to understand and discuss technical concepts, manage tradeoffs, and highlight risks appropriately.
- High attention to detail including precise and effective communications, and proven ability to manage multiple, competing priorities simultaneously.

PREFERRED QUALIFICATIONS

- 5+ 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
- \xe2\x80\xa2 Experience of working on complex, cross-functional, ambiguous projects as a program manager, working with cross-location teams.
- Experience of working in Product based or analytics based orgs team will be an advantage.
- Experience in writing SQL queries and mining databases is an added advantage

Amazon