Amazon- Senior Program Manager Needed

Amazon- Senior Program Manager Needed

Senior Program Manager Needed

Posted: Today
Place: Dubai
In this role, you will build and manage a team of project managers, customer contact experience managers and specialists, and data analysts to drive operational excellence through programs focused on customer contact experience, reporting and standardization and new launches. This role requires hands on involvement in creating and driving the operational excellence roadmaps, and knowledge and expertise in defect reduction, continuous improvement and analytical frameworks. You must have experience in designing and implementing effective programs and mechanisms, and a broad understanding of business and operations across the customer service organization. You will build and manage a team of Project Managers, CS Specialists, and Data Analysts for seamless and on- time implementation of large- scale programs/products that create operational excellence and raise the bar on the customer contact experience. The ideal candidate will have bias for action in ensuring the team is set up for success, and would need to influence a broad base of stakeholders at various levels. The Senior Program Manager will play an important role in the financial planning processes and will get exposure to senior leadership across the organization.

As the Senior Program Manager, you will also collaborate with numerous business, operational, training, product, and software development teams both inside and outside CS to identify, define and specify solutions that create the conditions for operational excellence. You will build collaborative relationships with the partner teams, and create and execute the ME CS Operations Program Management roadmap. You will prepare regular program updates for senior management, and lead monthly and quarterly business reviews for your function. The people you will lead will individually own separate projects and programs that have a high visibility within CS and they will be the primary interface with the operational teams as they direct interaction between our CS associates and customers, by building processes, tools and technology as well as audit mechanisms to create scalable experiences.

As a Program Leader, you will be responsible for identifying and helping to drive and track initiatives that improve the Customer Contact Experience and will measure the results by monitoring quality and efficiency metrics and contacts. You will also have proven ability to assess situations and guide teams toward both short- term and longer term systemic changes. You should possess an analytic, statistical and optimization background to enable strategic service initiatives planning. In this role you will experience a wide range of problem solving situations, to real- time, requiring extensive use of data collection and analysis.

As a disruptive leader you will stimulate and pioneer innovation in operational excellence and be an active voice and member of the ME CS leadership team. You must not only be able to develop and drive high- level strategic initiatives, but also roll up your sleeves, dig in to understand many perspectives and experiences and get the job done. This role is inherently cross- functional and highly visible with the senior leadership. The leader will be passionate about customer experience, innovation, and cross- team partnerships to deliver business impact. You will prepare strategic recommendations, roadmaps and program updates to senior management.

The right candidate will have a strong customer experience, analytical mastermind and strong commercial/financial backbone, as well as a track record for developing a vision, defining a strategy and building programs and change from the ground up.

You must be an exceptionally strong communicator and analytic thinker and have a history of delivering results, where you solved complicated problems with elegant, simple solutions. You must be able to thrive and succeed in an entrepreneurial environment, and not be hindered by ambiguity or competing priorities. Maturity, high judgment and negotiation skills are essential to success in this role.

This role is based in Dubai, UAE, and will involve international travel.


12+ years of experience in an Operations and Program Management environment.

MBA or a related degree.

Experience of leading large teams, and delivering at scale.


Experience of Lean and/or 6 sigma methodologies.

Experience working in large multinational organizations internationally.

Experience working in the Middle East.


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