Americas Customer Service Laboratory Program Manager at Amazon
Americas Customer Service Laboratory Program Manager Details
Nov. 26, 2018, 5:11 a.m.
Customer Service (CS)
Amazon's Customer Service (CS) department is seeking a Program Manager to join our Americas team. As the CS Laboratory Program Manager, you will drive an emerging, high-visibility, Customer Service program that will directly impact the customer experience and process improvement opportunities within our US virtual and brick and mortar sites. You will develop and own the framework, concepts, mechanisms, and tools for the labs and then drive solid intake for new lab proposals across multiple groups in multiple sites, leveraging “standard work” to ensure consistency. You will create experiment boundaries, testing rigor, and develop mechanisms to capture data-driven outcomes that prove/disprove given hypotheses. You will also create and periodically assess parameters for lab duration- employing short, medium, and long-term labs to solve for specific business needs. Being an expert collaborator who is comfortable in a fast-paced, multi-tasking environment, you will negotiate with business partners,
· Bachelor’s Degree · 5+ years project or program management experience in a fast-paced, metrics-driven environment · 5+ years influencing executives, managers, business leaders, and stakeholders to drive well-executed change · Experience with Lean practices/Six Sigma tools to drive quantifiable outcomes · MS Office skills including Microsoft Project (or equivalent Program Management packages) · Background in experimental design and analytical skills · Experience driving standard work and best practices for adoption of programs across multiple teams in multiple sites · Demonstrated ability to manage,