DESCRIPTION

Job summary
At Amazon, we’re working to be the most customer-centric company on earth. To get there, we need exceptionally talented, bright, and driven people. Amazon is one of the most recognizable brand names in the world and we distribute millions of products each year to our loyal customers. Registration and Compliance Operations (RCO) group designs and builds the software systems, risk models and operational processes that minimize risk and maximize trust in Amazon.com.
The Program Manager will be responsible for driving global strategy and initiatives/process improvement programs and projects. Expectation from the role is to gain a deep understanding of function and work with all critical stakeholders to drive process, technology improvements and own end to end projects related to Capacity planning, WFM, Cost and Queue Management. This position requires leadership ability to facilitate and execute cross functional projects as well as the ability to teach those methods to other managers and team members, associates, in order to foster a culture of continuous improvement. Key responsibilities associated with this position include the following:

1. Program Management:
a. Demonstrate knowledge of improving processes through project management mechanisms/methods and can perform complex analysis when exposed to unstructured and structured data.
b. Design/develop/deploy (process) scalable mechanisms of global R&C functions through industry standard practices
c. Work with leadership team to drive critical business initiatives.
d. Develop, implement and govern KPIs reporting for the portfolio providing visibility to the milestones and performance across all projects.
e. Drive and influence multiple stakeholders on project improvement opportunities
f. Establish and continually improve the consistency, predictability and efficiency of the project delivery by providing leadership guidance and sharing best practices.
g. Manage multiple projects requiring frequent communication, organization/time management and problem solving skills.
h. Demonstrate discretion and independence in coordination of project scoping and selection to align with business objectives.
I. Communicate across all levels on project and program progress.

2. Process Improvement:
a. Lead business critical high impacting projects for the vertical and ensure they are delivered within planned timelines and with expected output.
b. Support project teams/team members to improve processes, provide project intervention and coaching, etc.

BASIC QUALIFICATIONS

3+ years experience in program or project management
Experience defining program requirements and using data and metrics to determine improvements
3+ years experience working cross functionally with tech and non-tech teams

Bachelor’s Degree in a quantitative field (engineering, economics, math, statistics)
Experience of 5+ years in leading global teams/ops teams/complex programs
Experience in Workforce management and experience of 3+ years in using workforce management solutions like Aspect
Experience building capacity models using various statistical tools for forecasting and optimization.
Ability to organize and manage multiple tasks simultaneously, and to facilitate multiple discussions.
Ability to meet deadlines, prioritize work, handle changing priorities and use good judgment when working in stressful situations.
Agility and nimbleness to work successfully in a highly ambiguous and changing environment.

PREFERRED QUALIFICATIONS

Master’s Degree in a quantitative field (engineering, economics, math, statistics)
SQL knowledge and knowledge around data warehouse, table creation
Hands-on experience in BI dashboards