CS Program Manager, Operations Program Management

Amazon's mission is to be earth's most customer-centric company. We work towards a single goal: to ensure the best experience for our customers. As an Operations Program Manager, you be part of the Middle East (ME) Customer Service (CS) function, leading critical operational projects and process improvement activities, and creating standardization frameworks. Successful candidate will be an inspiring leader, good communicator and strong influencer. They will be able to collaborate cross-functionally with technical, Operations, and CS support teams to design scalable and long-term solutions to improve customer as well as associate experience.
Key responsibilities include, but are not limited to:
- Project Management across CS: Delivering medium to large, cross-functional projects that serve major parts of the business and delivery of roadmap activities.
- Reporting & Metrics: Creation of operational metrics and business reporting suitable for review with leadership on key programs and deliverables.
- Strategy: Develop long-term CS strategies and influence cross-functional project development and delivery processes and standards. Driving cohesive relationships between multiple teams, while designing scalable and automated solutions.
For this role, we are looking for someone who is a self-starter, outcome focused and can deliver in an ambiguous environment. This person needs to be a talented strategic thinker who can prioritize well, communicate clearly and has a consistent track record of successful project delivery including creating new processes, implementing change and managing complex projects with often conflicting requirements. Proven ability to manage, influence, and engage a broad group of stakeholders is a must. You should be experienced in working with data to analyze root causes, implementing long term solutions, and leading teams to work backwards from customers and CS associates.
We are open to hiring candidates to work out of one of the following locations:
Cairo, EGY
- 3+ years of program or project management experience
- 3+ years of working cross functionally with tech and non-tech teams experience
- 3+ years of defining and implementing process improvement initiatives using data and metrics experience
- Bachelor's degree
- Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL
- Experience defining program requirements and using data and metrics to determine improvements
- 3+ years of driving end to end delivery, and communicating results to senior leadership experience
- 3+ years of driving process improvements experience
- Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
- Experience building processes, project management, and schedules