Sr. Program Manager, Amazon Customer Service

The Sr. Program Manager has a strategic and hands-on role that provides project leadership and support to the EU HR and CS Operations team. The role encompasses the execution of project initiatives, development and implementation of innovative solutions and programs that lead to improvements in the EU HR network. The scope of this role covers the countries where EU CS operates, namely UK, Ireland, Germany, Italy, Romania and Morocco, as well as teams based in corporate locations. The role operates with significant level of autonomy and discretion in regards to the CS HR function and is accountable for HR Projects in the EU region. The PM works closely with key subject matter experts (SME) and decision-makers to evaluate business opportunities, determine the key initiatives, and build continuous improvement capability within the HR function. Projects include process improvements initiatives, HR shared services, organizational design as well as large and complex expansion and transition projects.

The Key Responsibilities Of This Role Will Include

• Building and maintaining successful partnerships with the HR team, CS Ops team, WW CS HR PMO, Amazon Connections, Shared Services, GEMA and any other local and global stakeholders.
• Maintaining the relationship with internal/external stakeholders to ensure their engagement and effectively utilizing the best tools available.
• Directing, supporting and coaching local HR project(s) leads and team members
• Reporting on the project progress and status.
• The role requires understanding of CS operational and HR performance requirements (OP1/2 goals, staffing plans, site metrics, etc.) and ensures HR strategies and partnership to the site Sr. CS Leadership and HR leadership teams align with overall project delivery (scope, timing, standards).
• The role is also responsible for creating and collaborating on change management communication that impacts the associate experience. The HR PM provides oversight of the execution and effectiveness of the HR projects.

This position reports to the Senior Manager, Program Management and requires interaction and influence with CS and HR senior leaders.

Basic Qualifications

• Experience using data and metrics to determine and drive improvements
• Experience owning program strategy, end to end delivery, and communicating results to senior leadership
• Experience in program or project management
• Relevant Bachelors Degree

Preferred Qualifications

• Master’s degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field
• Experience leading process improvements

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Company – Amazon UK Services Ltd.

Job ID: A2893198