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Sr. Specialist Njs, Njs Program Management
hace 4 semanas
5+ years of HR or related experience (or 3+ in large organizations, 2000+ Employees)
- Minimum 3-year experience collaborating with all levels of organization (Executives, Managers, Associates and CI champions), driving improvement initiatives and/or Technology Projects.
- Or minimum 3+ years of experience in management consulting / customer service or shared services organizations
- Strong command of English is a must
- Ability to learn new technology fast (Not Programing)
- Basic understanding of e-commerce, technology, statutory compliance function and features
- Ability to handle changing priorities and use good judgment when working in stressful situations
Job summary
This is a new role that will be part of the Program Management team with key focus on Customer Experience within the Joining Amazon Journey teams.
Key job responsibilities
- Serves as the main POC for Engagement Leaders and customers in the creation of intakes from the business.
- Leads and schedules the global GEMBA for their specific customer group.
- Use customer experience inputs to develop and influence improvement opportunities grounded on the team´s goals.
- Understands and drives adoption of customer-impacting metrics, understands end-to-end experience, and champions recommendations for change, develops improvement suggestions to maximize value of resources, quickly identifies obstacles and prioritizes changes for department
- Collaborates with Program Manager in the development of new processes, procedures, or programmatic additions
- Collaborates with Legal and HR Risk and Compliance to review process/policy from internal/external sources in ambiguous circumstances
- Analyzes data to create business cases, influence policy, and drive enhancements
- Acts as a SME for customers, team, vendors, and leaders
- Analyze results of cases that impact the new joiner experience and work with Engagement Leaders and relevant stakeholders to identify and remove roadblocks for peers/team
- Identifies customer needs; based on service metrics, customer anecdotes, customer journey maps and sentiment analysis of the service cases
- creates and distributes standard communications related to process changes that impact the new joiner experience for their supported organizations
- Develops data driven presentations independently
- Works with NJS Ops to provide training and guidance on policies, processes, and systems to customer and team members
- Signs off process design for new country and in country expansions for the service (NCX-ICX) and supports NJS POCs to navigate exception requests
About the team
- Basic understanding of e-commerce, technology,
statutory compliance function and features
- Lean/Six Sigma or other PM certifications
- Other EU Languages
