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Customer Solutions Program Manager

Amazon

London, United Kingdom

DESCRIPTION

Have you ever thought about what it takes to detect and prevent fraudulent purchases among hundreds of millions of e-Commerce transactions in different countries? What would you do to create a trusted marketplace where millions of buyers and sellers can safely transact online?

The Transaction Risk Management Systems (TRMS) team is charged with safeguarding all Amazon marketplaces to ensure long-term customer satisfaction with their experiences. We achieve this through a combination of automated and manual investigations of the buyers and sellers on our marketplace.

We're looking for a site based Customer Solutions Program Manager to join TRMS and play an integral part of growing and developing the newly formed Global Customer Solutions Team. We are tasked with building a world class Quality operation to help drive quality and customer experience advantages for Amazon globally, whilst minimizing defects. As a key member of the TRMS leadership team, you will continually raise the bar on both quality and performance.

Position Description: Customer Solutions Program Manager

This is a new role in a new team where innovation, agility and enthusiasm are just the way we roll. We’re a team of passionate quality professionals and are looking for like-minded people to join this exciting space with a key focus on making a difference to both people and process.The Customer Solutions program is responsible for analyzing root causes of high level Customer Escalations, formulating Continuous Improvement Opportunities and strategies to help safeguard our customers whilst improving the overall customer experience.

Process: As a Customer Solutions Program Manager for TRMS, you will be responsible for identifying, driving and tracking strategic initiatives and measuring results across sites by monitoring escalations metrics across multiple functions. You’ll be responsible for delivering and communicating a strategy that focuses on purpose, shared vision and goals. You’ll develop an actionable goal commitment strategy that ensures the goals set for the Customer Solutions program are achieved. In this role, you will collaborate with numerous operational, training and GPO teams to identify, define and specify solutions that improve both quality process and investigator decision quality performances. You will be able to understand how to identify the right inputs to achieve meaningful outputs, provide insight to be able to help the business develop closed loop processes and measures to ensure improvements are realized. You will have proven ability to assess situations and guide teams toward both short-term and longer term systemic changes. In this role you will experience a wide range of problem solving situations, strategic to real-time, requiring extensive use of data collection and analysis.

People: You will build collaborative relationships with other global quality teams, TRMS corporate offices and GPO’s, working closely to create and execute a Customer Solutions project roadmap. You will also prepare and execute regular program updates to senior management. You’ll deliver an effective feedback strategy that conveys progress and maintains engagement from our team, our stakeholders and our business partners. You’ll form part of a team that’s building a compelling rewards strategy that not only provides positive consequences for achievement, but also adds meaning and social value to the investigator experience.
· Lead the Customer Solutions Function for TRMS across sites.
· Monitor controllable root-cause defects and ensure implementation of controls to minimize losses.
· Liaise with TRMS/Non-TRMS teams to implement best practices and drive performance improvements.
· Monitor and report on Escalations metrics, deep dive and identify trends/root causes.
· Analyze historical data to build improvement initiatives and drive improvement strategies across the network.
· Provide meaningful and valuable write ups and program reports.

BASIC QUALIFICATIONS

· Bachelor’s Degree
· Proven experience with Program or Project Management
· Demonstrated ability to work with remote stakeholders and peers

PREFERRED QUALIFICATIONS

· Experience in project / program management within a quality environment
· Previous Continuous Improvement Project Management Experience
· Experience of leading cross site teams
· Strong report writing skills
· Proven experience with Continuous Improvement principles, Six Sigma tools or Lean techniques


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