Are you passionate about creating customer-centric solutions that drive measurable results with global impact? Do you like to dive deep to understand problems? Does working across diverse teams, geographies, and cultures sound exciting to you? If so, the WWCP Global Command Center (GCC) team is looking for people to fix the issues affecting customer experience in real-time and plan, implement/improve the new/existing processes & tools, focusing on standardization and automation of real-time management processes.
About the hiring group
WWCP-GCC is the command centre for Amazon CS with the core responsibility of real-time service level management (customer experience) and occupancy management (cost). Besides the core responsibility outlined above, GCC is also responsible for incident management to mitigate risk to customer experience. GCC also drives multiple projects aimed at standardization & automation of real-time management processes with a view of continuous improvement.
We are seeking an entrepreneurial and motivated individual with a strong operations and project management background, a passion for customers, exceptional communication skills and a logical mindset with utmost attention to detail.
Key job responsibilities
- Continuously monitor the real-time network performance and take actions to mitigate any risk to metrics and customer experience
- Support the GCC team in day-to-day operation by maintaining constant communication with site operations, senior leadership, technology teams and other internal clients on real-time metrics and customer experience.
- Manage high severity incidents by running conference calls with different teams to mitigate risks to metrics, customer experience and associate experience
- Dive deep into data/process, identify problems and identify solutions if possible and present to leadership
- Define and scope projects by working closely with internal teams and their clients to understand their needs and priorities.
- Plan and execute the identified projects by working with various teams
- Comfortable in writing daily business review documents and preparing reports for senior leadership
- Bachelor's degree or equivalent
- 4+ years of program or project management experience
- Knowledge of SQL
- Knowledge of Excel at an intermediate level (e.g., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, etc.)
- Knowledge of Lean principles and DMAIC methodology
- Experience in MS Access and SQL
- Experience in requirement gathering and ability to write clear and detailed requirement document
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