Senior Program Manager, Expansion Support
Amazon
Prague , CZ
před 6 dny

DESCRIPTION

Are you looking for a role that supports Amazon’s global expansion efforts? The People Experience and Technology (PXT) Expansion Team is looking for a customer-obsessed program manager who enjoys creating a frustration-free employee experience.

The successful candidate will be a key member of the PXT Expansion Team, which is responsible for global expansion mechanisms and global new site launch implementations working with multiple stakeholders to deliver a frustration-free and defect-free Day 1 experience for employees.

Key Responsibilities :

As Senior Program Manager for Expansions Support, you will own the end-to-end Expansions support program, which primarily focuses on support for Mergers & Acquisitions (M&A), new country launches, new business launches in a country Amazon is present, new employee types, and new site launches.

You will manage the Expansions experiences by monitoring issues and defects, producing metrics and insights, engaging with key expansion teams and stakeholders for general support, and ensuring smooth transition plans and hand off processes after new launches.

You will develop and manage the strategy, best practices, metrics, mechanisms, stakeholder engagements and overall framework for expansions support.

You will build and manage these processes on behalf of global project managers that deliver each expansion project.

Primary responsibilities include :

  • Ownership of end-to-end expansion post-launch support journey, strategy, framework, processes and operations
  • Representation of the Voice of the Customer (VOC) through customer-facing surveys, focus groups and metrics to ensure processes are easy, seamless, frustration-free and defect-free
  • Management of overall expansion escalation mechanism for timely resolution and evaluation of trends, themes and root cause analysis for larger continuous improvements
  • Creation and management of a formal lessons learned mechanism to monitor global gaps and improvement opportunities across all expansion projects to provide future early warning signs, risks and awareness for new expansions projects.
  • Management and monitoring of dashboards, metrics, reports and insights to provide ongoing visibility to expansion health and performance
  • Partnership with technical teams and expansion stakeholders to develop self-service solutions and processes for improved experiences
  • Management of global programs and process improvements across expansion teams
  • BASIC QUALIFICATIONS

  • Bachelor's degree in business, HR or related field
  • 5+ years of relevant program / project management experience, preferably in HR
  • Experience developing, improving and implementing processes in global, large-scale, complex environments
  • Experience implementing mechanisms
  • Experience creating and visualizing data to provide business insights
  • PREFERRED QUALIFICATIONS

  • High attention to detail including precise and effective stakeholder communication, and proven ability to manage multiple, competing priorities simultaneously
  • Excellent speaking, listening and writing skills
  • Ability to work successfully and make decisions in a dynamic, ambiguous environment
  • Ability meet tight deadlines and prioritize workloads
  • Ability to engage and influence diverse stakeholders and decision makers
  • PMP certification or other project management certifications
  • Ability to travel as needed up to 25% domestic and internationally)
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