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Amazon

Kindle Operations Program Manager

Amazon

  • Cork
  • Not disclosed
  • Permanent full-time
  • Updated 03/12/2012
this job is expired
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Description

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The Kindle Operations Program Manager will drive Kindle support programs and own the Customer Service (CS) schedule for Kindle Operations. The Program Manager will be a key point of contact for relevant business and development teams, will lead implementation of new initiatives within CS, and will also serve as an escalation point for emergent issues and/or escalated customer issues. This position requires a candidate who has the ability to drive process improvements and keep pace with explosive growth while motivating others to meet the challenges of an extremely deadline-driven, highly ambiguous environment.

Responsibilities
The candidate will have a proven record of full cycle project management, from conception and design through implementation, measurement and continuous improvement. Responsibilities will include:
� Managing multiple program areas - maintain ongoing operations, analysis and reporting of CS operational metrics, track delivery against program objectives and implement proposals to improve program services and efficiencies.
� Continuous Improvement - Use knowledge of Kindle support to champion and drive continuous process improvements (i.e., Kaizen activities). Continually measure and evaluate all work processes using Kaizen, Lean, DMAIC, and other improvement methods.
� Manage a small team dedicated to supporting the Kindle and Digital program. Shapes the direction of the team and keeps them focused and motivated to deliver the right results.
� Identifying new opportunities - partnering with the Kindle business team and CS Kindle Operations worldwide to assess and prioritize program needs based on rapidly changing business requirements, develop business case for new initiatives and obtain project approvals.
� Executing corporate-wide initiatives - define project plans, assemble resources, manage implementation activities, and develop all processes associated with program rollout and ongoing support.
� Scaling existing programs - expand coverage of existing services to additional domestic and international locations - successfully manage all aspects of program implementation working in partnership with the Kindle business team and CS Kindle Operations teams worldwide.

� 3+ years of relevant work experience in program management and/or operations in a customer service environment.
� Bachelor's degree
� Master's degree or MBA preferred
� Demonstrated program management and organizational skills as well as a solid knowledge of Customer Service operations
� Experience in process improvement using Lean and Kaizen methods
� Intuitive understanding of a superior versus inferior customer experiences, with ability to quickly assess the situation and identify solutions to improve/fix
� Demonstrated experience and success leading impactful, cross-functional programs/projects
� Outstanding speaking, writing, and presentation skills, as well as the ability to persuade, inspire, and motivate others
� Ability to quickly adapt to changing priorities and generate innovative solutions in an extremely fast-paced environment
� Knows how to use data and analytics to make informed decisions. Measure what you manage. SQL skills are highly desired to access and transform the data needed
� Passion for the customer and associate experience!

� Experience in process improvement using Lean and Kaizen methods
� Intuitive understanding of a superior versus inferior customer experiences, with ability to quickly assess the situation and identify solutions to improve/fix


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Ref: 106071_
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