Program Manager, Global Command Center
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 Worldwide Capacity Planning (WWCP) Global Command Center (GCC) team is looking for a Program Manager to address the issues impacting customer experience in real time and plan/implement/improve the new/existing processes and tools with a focus on standardization and automation of real time management processes.
WWCP-GCC is the command center for Amazon Customer Service (CS) with core responsibility of real time service level management (customer experience) and occupancy management (cost).
In addition to the core responsibility outlined above, GCC is also responsible for incident management to mitigate risk to the customer experience.
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 a supreme attention to detailKey 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 status of 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- 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- Dive deep into data/process, identify problems and identify solution if possible and present to leadership A day in the lifeIf you are not sure that every qualification on the list above describes you exactly, we'd still love to hear from you! At Amazon, we value people with unique backgrounds, experiences, and skillsets.
If you're passionate about this role and want to make an impact on a global scale, please apply!Benefits
Summary:
Amazon offers a full range of benefits that support you and eligible family members, including domestic partners and their children.
Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment.
The benefits that generally apply to regular, full-time employees include:
1.
Medical, Dental, and Vision Coverage2.
Maternity and Parental Leave Options3.
Paid Time Off (PTO)4.
401(k) PlanWe are open to hiring candidates to work out of one of the following locations:
Seattle, WA, USA.
Estimated Salary: $20 to $28 per hour based on qualifications.
WWCP-GCC is the command center for Amazon Customer Service (CS) with core responsibility of real time service level management (customer experience) and occupancy management (cost).
In addition to the core responsibility outlined above, GCC is also responsible for incident management to mitigate risk to the customer experience.
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 a supreme attention to detailKey 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 status of 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- 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- Dive deep into data/process, identify problems and identify solution if possible and present to leadership A day in the lifeIf you are not sure that every qualification on the list above describes you exactly, we'd still love to hear from you! At Amazon, we value people with unique backgrounds, experiences, and skillsets.
If you're passionate about this role and want to make an impact on a global scale, please apply!Benefits
Summary:
Amazon offers a full range of benefits that support you and eligible family members, including domestic partners and their children.
Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment.
The benefits that generally apply to regular, full-time employees include:
1.
Medical, Dental, and Vision Coverage2.
Maternity and Parental Leave Options3.
Paid Time Off (PTO)4.
401(k) PlanWe are open to hiring candidates to work out of one of the following locations:
Seattle, WA, USA.
Estimated Salary: $20 to $28 per hour based on qualifications.
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