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Project manager

Job Title: Project manager
Contract Type: Permanent
Location: Unknown
Industry:
Salary: Not Specified
Reference: d25e4a2a-684a-47d3-a426-98da1d5d72d7
Job Published: November 17, 2020 23:01

Job Description

Job Description

The EU Customer Service (CS) Operations Engineering team combines quality assurance, project and program resources to drive the integration and adoption of innovative tools and processes and the alignment, standardization and ownership of operational excellence management across EU CS. The team is seeking an experienced project manager to own key relationships with business stakeholders across the EU countries and to drive customer and associate experience improvement with them. You will use qualitative and quantitative analysis methods to build a holistic and compelling view of quality, productivity and process compliance dimensions. Using data and the relationships built, you will identify opportunities to improve customer experience and business performance, to eliminate defects and shape future business planning. As a member of the EU CS Operations Engineering leadership team, the project manager identifies opportunities for process improvement or defect elimination and independently manages and drives a portfolio of big bet projects. They oversee the team's project intake and manage cross-functional, cross-departmental and international projects and improvement programs.

We are looking for someone who can design an innovative approach on how use customer feedback to build strong partnerships across the organization and build excitement and enthusiasm on using customer insights for business decision making. You will be an innovative thinking and willing identify and drive the organization through bold new directions. You will be an experienced project manager with a proven record of delivering large-scale change and performance improvements. You will be comfortable to negotiate with senior stakeholders across the business to drive improvements and shape the experience on behalf of the customer., · Deliver EU CS Operations Engineering projects · Define the direction and roadmap for the program, gain consensus and clear alignment across Amazon CS functions · Interact with cross-disciplinary and cross functional teams like Customer Service Operations, Business and Technical teams. · Define, prioritize, plan and deliver the projects that need to be implemented to improve the customer experience · Schedule, secure resources and manage cross functional teams to deliver to these projects. · Monitor the execution and ensure the delivery of projects is to achieve business performance improvements · Monitor the overall progress; anticipate risks, resolve issues and initiate corrective action as appropriate. · Manage the dependencies and the interfaces between projects and negotiate the trade-offs needed. · Provide overall stakeholder management and program progress reporting on a regular basis., The EU Customer Service (CS) Operations Engineering team combines quality assurance, project and program resources to drive the integration and adoption of innovative tools and processes and the alignment, standardization and ownership of operational excellence management across EU CS. The team is seeking an experienced project manager to own key relationships with business stakeholders across the EU countries and to drive customer and associate experience improvement with them. You will use qualitative and quantitative analysis methods to build a holistic and compelling view of quality, productivity and process compliance dimensions. Using data and the relationships built, you will identify opportunities to improve customer experience and business performance, to eliminate defects and shape future business planning. As a member of the EU CS Operations Engineering leadership team, the project manager identifies opportunities for process improvement or defect elimination and independently manages and drives a portfolio of big bet projects. They oversee the team's project intake and manage cross-functional, cross-departmental and international projects and improvement programs.

We are looking for someone who can design an innovative approach on how use customer feedback to build strong partnerships across the organization and build excitement and enthusiasm on using customer insights for business decision making. You will be an innovative thinking and willing identify and drive the organization through bold new directions. You will be an experienced project manager with a proven record of delivering large-scale change and performance improvements. You will be comfortable to negotiate with senior stakeholders across the business to drive improvements and shape the experience on behalf of the customer.

The role can be located in Berlin, Regensburg, Edinburgh, Cork, Cagliari or Rabat.

Candidate Description

· 5+ years' experience in project/program management and facilitation of process improvement initiatives across business operations and technology · 5+ years' experience influencing executives, managers, and business leaders to drive change and business performance improvement · Experience communicating goals and strategies across multiple leadership levels of an organization · Strong analytical and numerical skills to design the best approach to influence through qualitative and quantitative customer insights · Decision Making and Complex Problem Solving; a system thinker who can pain the big picture for the business on how to drive decisions on behalf of the customer · A creative thinker who can look outside the box for solutions, questions existing processes, probe and consider all the facts, while still staying aligned with the long term plans and goals · Team player who works constructively and transparently within the wider team · Formal Six Sigma certification · Can act decisively, promptly and confidently · Strong sense of urgency and personal commitment

· Experience of working within Customer Services · PRINCE2 or PMP certified or equivalent qualification in project and program management · Experience using statistical tools (e.g. minitab) · High fluency in Excel · French, German, Italian or Spanish language skills would be advantageous but is not essential.