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Senior Program Manager (12 month contract)


Dubai, Ireland


Amazon's Customer Service (CS) organization is seeking an experienced Manager to join the Digital & Device CS (D2CS) Team. The successful candidate will be a key member of the D2CS Program Management Leadership team, which is responsible for driving high-visibility programs that directly impact the customer experience globally. The ideal candidate will assume responsibility for the Program Governance function within Program Management, and will be seen as a thought leader and innovator within the organization. The role will focus on new digital services and device launches and expansion activities.
The candidate will have a proven record of complex project and program delivery, as well as management experience in the area of project delivery and governance. Responsibilities will include:
· Manage the intake and assignment of projects to the D2CS Program Management team, as well as resourcing and prioritisation of projects.
· Work in partnership with D2CS and with D2 Business Partners to establish best in class work practices to allow program managers to effectively scope and deliver projects and programs.
· Collaborate with other program management and governance functions in worldwide CS teams to continuously innovate and redesign Program Management tools and processes.
· Lead a team of program managers, with end-to-end responsibility for ensuring all tools, processes, documentation and program management resources meet the requirements of the team, to deliver projects and programs effectively.
· Provide support for reporting out on project health, resource allocation and project/ program roadmap, as well as improving the mechanism and tools to allow stakeholders to self-serve in real time.
· Define, prioritize and plan the Program Governance programs that will need to be implemented, gaining alignment with all appropriate levels of stakeholders within Amazon's Customer Service (CS), Amazon’s D2 Organization and external partners.
· Develop long-term D2 Program Governance team strategies and significantly influence its development, delivery processes and standards.
Serve as a knowledgeable resource for the Program Management team and wider D2CS organisation, sharing best practices in project management, program management and program governance.


· Bachelor's degree.
· 6+ years of relevant work experience in project/program management.
· Demonstrated experience and success at leading cross functional programs and proven ability to influence and lead without direct management authority.
· Outstanding speaking, writing, and presentation skills, as well as the ability to persuade, inspire, and motivate others.
· Team leader/people management experience.
· Program Governance experience.
· Ability to communicate effectively across a multitude of platforms with remote team members, as well as stakeholders at multiple levels within the organization.
· Comfortable challenging the status quo and questioning existing practices.
· Ability to quickly adapt to changing priorities and generate innovative solutions in an extremely fast-paced environment.
· Able to synthesize data and analytics to formulate sound program objectives and goals
· Goal driven and target orientated whilst able to step back and look at the bigger picture. Proven ability to manage ambiguity, and a preparedness to take on what is necessary to get things done.
· Passion to deliver!


· Master’s Degree or MBA in a related discipline.
· PRINCE2/PMP Certification.
· Experience in process improvement using Lean and Kaizen methods.
· Intuitive understanding of a superior versus inferior customer experiences, with ability to quickly assess the situation and identify solutions to improve/fix.
· Background in Customer Service operations.


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