Job Description
DESCRIPTION
Are you interested in shaping the future of gifting on Amazon? Do you want to be part of a billion dollar business that delights customers worldwide? Amazon's fast-growing Gift Card business contributes significantly to the company's profitability. Our mission is to accelerate Amazon’s flywheel by inspiring people around the globe to gift or transact with confidence. Our products drive incremental sales for Amazon by introducing new customers to our store and incentivizing existing customers to return. The Amazon Gift Cards team is responsible for creating and enhancing gift card and stored value products sold globally through various channels, including the Amazon website, corporate sales, and Brick & Mortar third-party retail stores.
We are looking for a motivated self-starter to join our GC Customer Experience (CX) Program Management team. You will be part of a team that innovates and builds new ways to identify customer pain points at scale and drives action to improve customer experience.
In this role, you must thrive in a fast-paced environment, be passionate about program strategy, and can get things done independently. We are looking for a candidate with strong attention to detail, a proven track record of process improvements, strong verbal and written communication skills, and the ability to build and maintain strong internal and external relationships.
The candidate must be a fast learner who is scrappy, smart in identifying problems, and analytical in their decision making. They can influence without authority and work in an ambiguous environment with limited supervision.
We have a supportive team atmosphere and are looking for someone to contribute to our high-performing culture. You will work cross functionally with peers globally to support training, best practices, and shared opportunities.
Key Areas of Ownership Include:
1. Responsible for SOP standardization and leading process improvement efforts, including: scope alignment with local and regional business leaders, process design, data analysis, timeline management, and presenting results to senior management.
2. Own identifying opportunities, proposing new strategies, analyzing the impact, gaining country or region-specific consensus, managing the rollout of initiatives proposed, and drives team(s)/partners to meet goals.
3. Develop a thorough understanding of customer needs and pain points, both existing and potential. Use that knowledge to advocate for customers to ensure they always have a seat at the table during product roadmap planning and prioritization efforts.
4. Demonstrate prowess in understanding and discussing technical concepts, managing and prioritizing trade-offs, product backlogs, able to spot risks, ask the right questions, and discuss new opportunities with technical team members.
5. Build strong relationships with internal stakeholders to understand and evaluate business priorities, define shared opportunities and requirements, drive timely decisions, and establish information sharing mechanisms. Work alongside stakeholders to define and execute actions from identification to implementation while influencing with and without authority.
The candidate possesses a track record of successful relationship management, project management, strong analytical and business acumen, experience writing documents, managing reporting, and analysis. Excellent communication skills, customer obsession, insist on highest standards, earn trust, think big, and bias for action will be essential to candidate success. The ideal candidate is a self-starter who will take ownership of projects and business problems successfully, with minimal guidance and intervention from the manager.
BASIC QUALIFICATIONS
- 3+ years of program or project management experience
- 3+ years of defining and implementing process improvement initiatives using data and metrics experience
- Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL
- Experience using data and metrics to determine and drive improvements
- Experience working cross functionally with tech and non-tech teams
Job Tags
Full time, Local area, Worldwide,