Operations is at the heart of Amazon’s customer experience and differentiation. Our ambition is to be the earth’s most customer-centric business and set the industry standard for customer innovation and experience. The GSRC Amazon Customer Excellence System (ACES) Team is responsible for driving step-change improvements in the performance of Amazon’s Global Solutions and Risk Compliance space. The Program Manager will work on identified big initiatives / projects/ opportunities across the different Programs owned by Operations Risk Compliance vertical. The PM will go through the complete project lifecycle – Problem definition, Scoping the problem out, Designing Solutions, Testing/ Piloting, Rollout of solutions as well as ensuring sustaining the change. The PM will need to collaborate across multiple stakeholders within GSRC such as operations, capacity planning, learning & development as well as external teams such as tech partners, program teams towards project delivery. This is a fast-paced, challenging and deadline driven environment. We expect the members of the ACES team can develop their careers by progressing to more senior roles within the team or by moving into numerous challenging and sought-after leadership roles in ORC field.
Key job responsibilities
The Program Manager will work closely with the Sr. Manager PE/ ACES, within GSRC, to deliver on the following:
Work closely with operations and program team to identify areas for improvement
Scope the problems out to define root cause bridge, quantification of root causes, identifying key levers to solve as well as prioritize the root causes basis severity
Design solutions for fixing gaps keeping in mind pros/ cons, short term/ long term, other external changes upcoming, define expected results in terms of input, output, control metrics.
Test/ Pilot solutions to assess the solutions ability to deliver goals/ iterate solutions
Rollout across the program/ across programs, track compliance (define ramp plan, ensure training materials, coordinate with on-boarding/ nesting for trainings)
Design effective ways of ensuring sustainability.
- • Bachelor’s Degree in Engineering or Science-based subject
- • Relevant project and people management experience in either Business Consulting, compliance, operations, or Supply Chain
- • Relevant experience in operational, process, and performance improvement projects including process mapping and process re-design
- • Relevant experience across the full project lifecycle: analysis, design and implementation
- • Relevant experience in communicating complex concepts with ability to influence diverse audience at different levels
- • Relevant experience of analyzing and distilling down complex operating models and identifying where the value and opportunity is
- • Relevant experience in complex change management projects which involves stakeholders that can be skeptical/resistant to change
- • MBA
- • Experience dealing with ambiguity, and proficiency of hypothesis-led problem solving
- • Experience in operating at both a strategic and operational level
- • Experience in taking unpopular positions with ability to influence senior stakeholder
- • Relevant experience in driving complex initiatives with limited oversight