Amazon - Program Manager - Andon Cord

L5 Program Manager - Andon Cord

Note: Only Full-Time MBAs from premier B-schools willing to relocate to Bangalore need to apply

Amazon's CS Customer Experience Team is looking for a Program Manager who will collaborate with business and development teams across the company to define functional requirements, high level process and technical solutions and manage all aspects of the project execution - including writing business requirements, maintaining project schedules, resolving or mitigating issues and risks, and communicating results throughout the organization.

Andon Cord is the power in every associate's hand to stop defects from being percolated to customers and highlight issues in the platform proactively. The Program Manager, Andon Cord program will be leading designated Specialty programs to identify and reduce losses due to defects in the network as well as work proactively with stakeholder teams to ensure focus on measurement and reporting of customer experience. In addition, they enjoy and excel at diving into data to identify root causes, derive patterns, and determine long-term solutions that ensure superior customer experience.

Key Responsibilities:

- Develop programs to reduce wasteful concessions by working with category teams on returns and that impact product quality on the platform

- Remotely support a geography by collaborating with onsite teams and business teams, product managers and technical teams to continuously innovate and redesign programs to better serve our customers.

- Identify trends of concession abuse and identify opportunities to programmatically reduce costs

- Deliver product/program quality improvements based on Customer feedback and core Customer Service performance measurements.

- Identify opportunities to develop and drive solutions to enable automated tools and applications for self-service

- Define, prioritize and plan the Projects that will need to be implemented, gaining alignment with all appropriate levels within Amazon's Customer Service (CS).

- Schedule and secure the resources and manage cross functional teams to deliver to these projects.

- Monitor the Projects overall progress: anticipating risks, resolving issues and initiating corrective action as appropriate.