Sr Manager, CXQO Shared Services

Job Description

How often have you had an opportunity to be a member of a team creating a unique customer experience You can expect all the challenges and benefits of a high-profile business: wide-open space for improvement and strategy, a strong team, and a fast-paced environment. These will require a willingness to dive into the details, solve problems as they arise, leverage high judgment and gut instinct, look around corners, and always obsess over customers. Everyone on the team wears different hats, and ownership of the customer experience is key. In this role, you will be a member of a team supporting Amazon Go CX. Amazon Go is a new kind of physical store with no lines and no checkout you just grab and go! Customers simply use the Amazon Go app to enter the store, take what they want from our selection of fresh, delicious meals and grocery essentials, and go! Learn more at amazon.com/go.Please note: This team is not customer-facing.We are looking for a Senior Leader to lead key transformation programs for CXQO Operations. As a disruptive leader you will stimulate and pioneer innovation in Operations and be an active voice and member of the CXQO leadership team.The candidate for this position will possess deep knowledge and expertise in technical or business fields, have strong experience designing and implementing effective programs and mechanisms, and is expected to develop a broad understanding of business and operations across the CXQO organization. You will build and manage a team of Program Managers for seamless and on-time implementation of 5-6 Worldwide large-scale programs that deliver a positive impact on our Associates & Customer experience as well as cost. The ideal candidate sees around corners, is biased for action in ensuring the team is set up for success in achieving our goals, and earns trust through broad stakeholder influence. This candidate will play an important role through the business planning process and will get exposure to senior leadership across the CXQO organization and within the broader Physical stores organization in which we sit.In this high profile role, you will collaborate with numerous business, operations, training, product, and software development teams both inside and outside o CXQO to identify, define and specify solutions that create the conditions for Customer satisfaction. You will build collaborative relationships with the business teams and the above partners, working closely to create and execute a quality project roadmap.As a Program Leader, you will be responsible for identifying, helping to drive and tracking initiatives that improve the Customer Experience and will measure the results by monitoring quality and efficiency metrics. 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.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 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 possess a strong customer experience, analytical mastermind and strong commercial/financial backbone and have a track record for developing a vision, defining a strategy and building programs and change from the ground up.The candidate must be able to influence across multiple company organizations, be an exceptionally strong communicator and analytic thinker and have a history of delivering results. This person will have solved complicated problems with elegant, simple solutions. He/she must be able to thrive and succeed in an entrepreneurial environment, and not be hindered by ambiguity or competing priorities. Maturity, high judgment, negotiation skills, ability to influence, analytic talent, and leadership are essential to success in this role.This role can be based in Hyderabad, Delhi or Chennai and will involve some domestic / international travel.The ideal candidate for this role will be able to: Be able to define the objective function, resource their own team appropriately and optimize work flows Identify and analyze data to isolate issues, develop solutions and prioritize opportunities for servicing our JWO stores. Have a passion for continuously improving customer (internal and external) and the employee experience Have experience influencing and earning the trust of senior stakeholders and moving business teams to take action Have a strong sense of urgency and commitment Be a problem solver who always thinks about what to do next Possess flexibility and have a track record of delivering results in a fast-paced and highly ambiguous work environment. Provide direction to the team to execute and ensure mechanisms are implemented to track progress. Remain flexible to changing priorities, open to new ideas and have quality as the top focus. Be a visible and vocal role model across the wider business for Amazon s customer-centric culture, championing CXQOs needs and using data and technology to anticipate and exceed them, Bachelors Degree or equivalent 10+ Years of project / program management is required. 5+ years of experience leading teams across geographies. Experience optimizing for short term execution while planning for long term technical capabilities. Ability and willingness to multi-task and learn new technologies quickly. Ability to communicate clearly and effectively with developers, business owners, and senior business leaders. Demonstrated ability to drive impact through cross-organizational initiatives. Master s in Operations Management, Business, Engineering or related field Experience in program product / management or management consulting Experience driving multiple products through a complete life cycle Independently driven, resourceful, and able to deliver results with minimal direction. High sense of ownership, urgency, and drive. Demonstrated ability to communicate and manage relationships with senior leadership and stakeholders to drive results

Keyskills :
role modelstrategic initiativesoperations managementdata collectionbusiness planningdrive resultsproject administrationsoftware developmentprogram managementoptimization strategiesprogram managers