Senior Program Manager, Global Command Center

At Amazon, we're working to be the most customer-centric company on earth. To get there, we need exceptionally talented, bright, and driven people. If you'd like to help us build the place to find and buy anything online, this is your chance to make history. Amazon's Customer Service (CS) organization is seeking an experienced Program Manager to join the Worldwide Capacity Planning (WWCP) Team. The successful candidate will be a key member of the Global Command Center (GCC, part of WWCP team), which is responsible for managing real time activities for the entire CS Network. This role requires a high level of autonomy, high level of judgement during leading real time mitigation actions to protect customer experience and Customer Service Associates experience
Key job responsibilities
The candidate will have a proven record of complex project and program delivery, from conception and design through implementation, measurement, closure and handover. Responsibilities will include:
- Set business objectives to deliver best system/process, product/feature with most efficient use of resources and clear and measurable success criteria to drive functional goals of standardization and efficiency gain by driving automation
- Lead a team of 15 Program Managers and have end to end responsibility of Real Time Management for the region. Ensure coverage, on time delivery, manage incidents impacting Customer service, work with capacity planners for interval level planning and skill management.
- Engage with stakeholders across multiple geographies and time zones
- Prepare/present business review documents to leadership through effective communication both verbally and in writing
- Drive new initiatives and metrics within GCC. Make data driven contributions to drive business strategies and deliver goals with measurable impact on customers/CSAs/cost
- Identify and evaluate potential risk in processes and determine appropriate corrective action with minimal direction from leadership
- Work with GCC leader in devising and executing GCC strategy in terms of vision, people, process and technology
- Actively participate in the recruitment efforts, work on people development and career planning initiatives within the team
A day in the life
At Amazon, we're working to be the most customer-centric company on earth. To get there, we need exceptionally talented, bright, and driven people. If you'd like to help us build the place to find and buy anything online, this is your chance to make history. Amazon's Customer Service (CS) organization is seeking an experienced Program Manager to join the Worldwide Capacity Planning (WWCP) Team. The successful candidate will be a key member of the Global Command Center (GCC, part of WWCP team), which is responsible for managing real time activities for the entire CS Network. This role requires a high level of autonomy, high level of judgement during leading real time mitigation actions to protect customer experience and Customer Service Associates experience.
We are open to hiring candidates to work out of one of the following locations:
Hyderabad, TS, IND
- 5+ years of program or project management experience
- Experience using data and metrics to determine and drive improvements
- Experience owning program strategy, end to end delivery, and communicating results to senior leadership
- 2+ years of driving process improvements experience
- Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field