Sr. Program Manager - Quality

US, WA, Virtual Location - Washington

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Posted 3 weeks ago

Are you passionate about improving the quality of customer experiences? Do you like to dive deep to understand problems? Do you strive to create customer-centric solutions that drive measurable results? Does coordinating across teams and countries sound exciting? If so, the Partner Support and Services Team is looking for a Sr. Program Manager to manage large-scale global programs.

As a Sr. Program Manager you will be responsible for identifying, driving, and launching strategic initiatives. In this role, you will collaborate with numerous operational, training, and software development teams. You will also prepare and execute regular program updates to senior management.

The candidate should have a strong ability to assess situations and guide teams toward both short-term and longer term systemic changes. In this role you will experience a wide range of problem solving situations, strategic to real-time. At Amazon, we believe innovation should occur throughout the organization.

The ideal candidate for this role will be able to:
· Interact with stakeholders at multiple levels and dynamically lead business and product teams to define and deliver solutions to establish quality standards and processes.
· Identify and analyze data to isolate issues, develop solutions and prioritize opportunities.
· Create, maintain and disseminate project information to stakeholders and senior management.
· Remain flexible to changing priorities, open to new ideas
Amazon.com is an Equal Opportunity-Affirmative Action Employer – Minority / Female / Disability / Veteran / Gender Identity / Sexual Orientation.

Basic Qualifications


· 6+ years project/program management is required
· Experience leading project delivery for large, cross functional projects
· Experience developing operational process and technologies to drive Operational Excellence through best in class change management practices
· Demonstrated ability to deliver both strategic and tactical results across diverse cultures from inception to completion
· Bachelor degree

Preferred Qualifications

· MBA is preferred
· Superior oral and written communication skills are crucial
· Experience with Six Sigma tools and Lean techniques
· Experience in customer satisfaction or quality initiativesExperience in contact center operations
· Ability to think and act both strategically and tactically
· Proven track record of taking ownership and driving results in an Internet business
· Demonstrated ability to build quantitative reporting and dashboards for problem solving



Job tags: MBA Training