Amazon strives to be Earth's most customer-centric company where people can find and discover virtually anything they want to buy online. At Amazon, delivering great experiences for our customers is top priority and to this end, our team strives to make our processes robust enough to meet the high bar on customer experience both on quality and speed of delivery.
Operations is at the heart of the Amazon customer experience. In transportation performance management, we improve customer experience through continuously optimizing the complex movements of goods to customers throughout Europe. As Senior Program Manager in the Performance Management team, you will manage a team of Program Managers for seamless and on-time implementation of EU wide large-scale programs / products that deliver a positive impact on our customers.
As a Senior Program Manager in the Performance Management team, you will be responsible for identifying, helping to drive and tracking initiatives that improve the Customer Experience and will measure the results by monitoring quality and efficiency metrics and contacts. You will also have proven ability to assess situations and guide teams toward both short-term and longer term systemic changes. You should possess an analytic, statistical and optimization background to enable strategic service initiatives planning. In this role you will experience a wide range of problem solving situations, to real-time, requiring extensive use of data collection and analysis. You will be responsible for tracking processes that deliver customer experience for the network, identifying process defects and establishing governance mechanisms to track performance for the network.
The ideal candidate for this role will be able to:
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