Senior Program Manager, Amazon Support Services Costa Rica SRL

hace 7 días

San José, San José, Costa Rica Amazon Support Services Costa Rica SRL A tiempo completo
About the Role

We are seeking a highly skilled and experienced Senior Program Manager to join our Amazon Support Services Costa Rica SRL team. As a key member of our Strategic Account Services organization, you will play a critical role in driving business growth and improving the Amazon customer experience.

Key Responsibilities
  • Develop and execute programs focused on delivering new and existing features, processes, products, or systems with high ownership.
  • Apply analytical skills to identify trends and business impact within reported issues and develop projects to eliminate the root causes.
  • Drive and facilitate complex projects focusing on results and measuring attainment of outcomes.
  • Assist with the definition and design of tools, standard operating procedures, and processes.
  • Design scaled processes by gathering functional requirements, identifying resources needed, and defining milestones and launch schedule to ensure timely and successful delivery of the projects.
  • Influence stakeholders (including Global process owners, Site leaders, Operation managers, Account Managers) outside your direct area of responsibility to ensure delivery.
  • Identify and mitigate risks, and remove roadblocks within projects.
  • Drive accountability from stakeholders for progress on key program actions through active engagement and escalation.
  • Conduct effective meetings (business and program reviews) and able to dive deeply into details as easily as convey high-level plans with clear and concise verbal and written communication.
  • Transform raw thoughts into clear documentation and requirements (e.g., project charter, statement of work, responsibility matrix, functional requirements, implementation approach, reporting, etc).
  • Audit activities impacting selling partners and drive process improvement.
Requirements
  • 7+ years of program or project management experience
  • Experience using data and metrics to determine and drive improvements
  • Experience owning program strategy, end-to-end delivery, and communicating results to senior leadership
  • Minimum 7+ years of experience working in Retail, Business environments, driving improvements that have resulted in measurable business impact.
  • Process improvement capabilities such as Lean Six Sigma and experience in deconstructing processes and metrics, to identify areas of opportunity and lead the development and implementation of new processes.
  • Strong problem-solving skills and the ability to analyze quantitatively and effectively prioritize program deliverables are essential.
  • Strong presentation and written communication skills are essential, as is the ability to build effective partnerships with cross-functional stakeholders and senior leaders across a variety of groups throughout Amazon.
  • Strong influencing and negotiation skills
Preferred Qualifications
  • Experience in change management and driving adoption of new tools, processes, and decision support.
  • Ability to effectively manage multiple projects and priorities in a fast-paced, deadline-driven environment.
  • Strong service mindset and ability to use metrics to measure service levels.
  • Experience in setting up or refining operational metrics.
  • Participation in metric-based reviews and making decisions based on metrics.
  • Strong attention to detail and excellent problem-solving skills.
  • Graduate/Master's degree in related field
  • Certified Six Sigma Green or Black Belt is a plus

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