Tools Program Manager II

Job Description

At Amazon, were working to be the most customer-centric company on earth. To get there, we need exceptionally talented, bright, and driven people. If youd like to help us build the place to find and buy anything online, this is your chance to make history.We are looking for an exceptional program manager who is passionate about Customer Experience, who thinks/acts globally, and who has the ability to contribute major new innovations in the industry to join us as Tools Program Manager. The ideal candidate will possess both technical background that enables him/her to work with technology and a demonstrated ability to think broadly and strategically about global initiatives. He/she will experience a wide range of problem solving situations, strategic to real-time, requiring understanding of technical infrastructure and stakeholder expectations.The successful candidate will: Program manage various tools launch, support configuration and provide expert advice for business needs. Develop use cases by gathering business requirements and work with software development and product teams to build required features. Mitigate capacity risks by managing dependencies across multiple operating units. Clearly communicate dependencies and manage/track exceptions. Understand change and use change management strategies and tactics to support projects. Ensures communication, training, and production support. Monitors project plans, secures resources, and drive change management strategies; collaborate effectively to achieve project goals Establishes the scope of the project and clearly define In-Scope and Out-Scope of the project. Reports and tracks all critical tasks in project. Follows right escalation channel to ensure delivery as planned. Effectively communicates - understands who needs information, what information is needed, who would provide that information and when is the information needed. Is also able to write good narratives and business cases. Measures and summarizes post closure analysis to clearly outline highlights, lowlights, opportunities and best practices from a project.BASIC QUALIFICATIONS Candidate should have at least 5 years of program management or equivalent experience.Bachelor s Degree in a quantitative field (engineering, economics, math, statistics) Understanding of contact routing in call centers and required technical infrastructure for the same. Proven experience in leading and delivering technical projects. Strong commitment to exceptional customer experience, and a high level of dedication, enthusiasm, motivation, and persuasive ability in a team and cross-functional environment. Proven ability to meet tight deadlines and prioritize workloads. Proven ability to develop new ideas and creative solutions. Exceptional influencing and leadership skills., 3+ years experience in program or project management Experience defining program requirements and using data and metrics to determine improvements 3+ years experience working cross functionally with tech and non-tech teams MBA or a Master s degree in analytics preferred Excellent speaking-listening-writing skills, attention to details, proactive self-starter. Proven ability to work in a dynamic, ambiguous environment. Experience managing data center, software development, feature development projects. Experience with automatic contact routing, VoIP and any contact center case management tools. Experience with any of the workforce management tools like Aspect, IEx, Nice etc. Basic/Working knowledge of Six Sigma tools, Lean techniques, PMP or similar standards preferred. Experience writing Java/Python codes is a plus

Keyskills :
contact centerdata centerdeliverymanagementuse casesprogram managementproject managementsix sigmaproject plansagileproblem solvingchange managementdrive change