Customer Experience Program Manager à Paris (Clichy)

Amazon's Customer Service (CS) department is seeking an experienced Customer Experience Program Manager (m/f) to join the team. The successful candidate will be a key member of the French CS team. You will be responsible for driving a highly visible, Customer Service program that will directly impact the FR customer experience. You must be an experienced Program Manager who has owned and delivered complex projects within the Customer Service sector. You will be comfortable in a fast-paced multi-tasked environment, with the ability to define, design and drive the CS projects’ road map. As an expert collaborator team player you will be comfortable to negotiate with key business partners and teams across the EU to gain alignment on program vision, project selection, and ultimately manage all aspects of the programs execution. You will also need to be used to communicate at an executive level.

This role is based in Paris, France.


Key Responsibilities:

Define the contact reduction initiatives and gain consensus and clear alignment at all levels as appropriate, within Amazon's Customer Service (CS) organization.
Interact with cross-disciplinary and cross functional teams like Customer Service Operations, Retail and Transportation to design standard operational procedures, processes and technical requirements.

Define, prioritize and deliver the implementation of those.
Define, prioritize and plan the projects that need to be implemented to execute on the process and technical requirements.
Schedule the required resources, secure and allocate the resources and manage them over cross functional teams to deliver to these projects.
Monitor the execution and ensure the delivery from projects to the appropriate levels of quality.
Monitor the overall progress implementation: anticipating risks, resolving issues and initiating corrective action as appropriate.

Report out to stakeholders on a regular basis and in case of outliers.
Manage both, the dependencies and the interfaces between projects and negotiate the trade-offs needed.
Overall stakeholder’s management and project progress reporting on a regular basis.
End to end responsibility for the program’s execution and success.

Expert planner with business process definition experience and a strong analysis aptitude and a proven ability to influence change at all levels within an organization.
Decision Making/ Complex Problem Solving- system thinker who proactively gathers the right data from appropriate sources to make the right decisions.
Data driven Manager with the proficiency to make the right decisions in a complex fast changing environment.
A Big thinker who can look outside the box for solutions but can probe and considering all the facts and details, while still staying aligned with the long term plans and goals.
Innovative thinker who bridges the gap between adhering to details and staying aligned with long term plans on one hand and thinking big and challenging the existing processes on the other hand.
Can act decisively, promptly and confidently.
Excellent communicator both verbally and written with an ability to communicate with all levels in the organization (technical, business, executive).
Experienced communicator in written and spoken word on a technical, operational and executive level.
Excellent English and French language skills are required.

Bachelor's Degree in Business, Business Information Systems, Computer Science or equivalent.
Sound business background, preferably working in a Customer Service or Outsource Service environment.
Qualified candidates will ideally have 4 to 5 years of Senior Project Management or 2 to 3 years of Program Management experience.
Should have a proven track record in the delivery of large scale complex cross-functional projects preferred in an optimization environment.
PMP certified or equivalent project management certification.
Practiced working knowledge of Six Sigma tools and Lean techniques.

Sound interesting? We look forward to your application.