Senior Manager, EU Support & Programs, Amazon Shipping

Are you interested in creating the future of e-commerce shipping? Our team is changing the way we interact with customers around the globe and building a new, emerging shipping business to solve some of the biggest logistical opportunities facing not just Amazon, but the entire industry. Amazon Shipping is looking to hire a data-driven, customer-obsessed, and visionary Principal Program Manager to lead the new Change Management function within Amazon Shipping. This role will be pivotal in managing all product and program changes within our dynamic and rapidly growing shipping vertical. The successful candidate will be a strategic thinker with exceptional leadership and communication skills, adept at driving transformation and ensuring seamless integration of changes across the organization. The Senior manager of the Amazon Shipping Support will be directly responsible for providing high-quality support services to Amazon's shipper base and partners in EU. Responsible for the operations of the Support team, the candidate will be responsible for setting the strategy & execution of our EU Support model. The candidate will lead a team of Managers and Associates to improve the shipper experience, increase productivity and maintain service levels.,

• Ensure seller satisfaction and that existing Service Level Agreement measures are met; Be fully accountable results of the seller support center;
• Develop and drive the overall direction, coordination, and evaluation of the Seller Support activity within the site;
• Plan and optimize utilization of Amazon resources and manpower to meet company objectives and Key Performance Indicators;
• Manage the operations of the Technical Call Center environment and ensure the operation is in accordance with established procedures and practices. Continually measure and evaluate all work processes;
• Identify and implement change or develop new processes to provide the ability to better direct multiple queues while keeping pace with our explosive growth and changing customer offer;
• Carry out full people and performance management responsibilities, driving career development and team productivity;
• Maintain a complete and thorough understanding of technical systems in a complex Seller Support center, and ensure adequate training for staff;
• Maintain open communications with business management to keep them appraised of operational situations that impact or may impact their respective areas.
• Develop and maintain relationships with key stakeholders inside and outside the Technical Call Center.
• Contribute to the strategic growth planning for Seller Support worldwide.
• Proven experience in leadership and employee development
• Tirelessly advocate for improvements to systems and processes that will benefit Associates and/or Sellers.
• Closely work with global team in h/c, plan, performance, operation, projects, etc.
  
  The ideal candidate will possess a strong experience in leading and managing support operations. The candidate should have a track record in building a strong team and driving them to deliver on stretched goals.The candidate should also have a demonstrated ability to think strategically about business, product, and technical challenges, along with the ability to come up with original approaches and operational improvements.
Your superior communication, organizational and technical skills, will enable you to operate in a fast-moving and sometimes ambiguous environment, where you will have the autonomy to take full control and responsibility for achieving our business objectives. This role provides ample opportunity to develop original ideas, approaches, and solutions in a competitive and fast-moving environment.,
• Experience managing, analyzing and communicating results to senior leadership
• Experience using data and metrics to drive improvements
• Experience implementing repeatable processes and driving automation or standardization
• Experience defining and executing program requirements
• Experience in program or project management
• Experience managing teams
• Experience delivering cross functional projects
• Experience owning program strategy and end to end delivery
Preferred Qualifications
• Bachelor's degree
• Experience defining program requirements and using data and metrics to drive improvements
  
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