Interim EU Program Manager (12 months) en Madrid

Amazon's Customer Service (CS) department is seeking an experienced Program Manager to join the team. The successful candidate will be a key member of the EU CS Voice of Customer team. Our mission is to amplify customer feedback and empower the business to continuously improve the customer experience. As the Interim EU VOC Program Manager, you will be responsible to build strong partnerships with our EU stakeholders to identify opportunities to reduce customer effort and improve business performance, to eliminate defects at the root and shape future business planning. You will use qualitative and quantitative analysis methods to build a holistic and compelling view of the customer experience and customer effort drivers.

We are looking for someone who can design an innovative approach on how use customer feedback to build strong partnerships across the organization and build excitement and enthusiasm on using customer insights for business decision making. You must be an experienced Program Manager with a proven record of delivering large-scale change and performance improvement using qualitative and quantitative customer insights. You are comfortable to negotiate with senior stakeholders across the business to drive improvements and shape the experience on behalf of the customer.

This position can be located in any EU CS sites (Cork, Edinburgh, Regensburg, Berlin, Rabat, Cagliari) or corporate site (Paris, Madrid, Milan, Luxembourg, London) and requires travel up to 30%.

*This is an interim role for 12 months to be starting in September*


This role requires a valid visa/work permit.


Key Responsibilities:
Responsibility for the EU VOC Program which includes but is not limited to:
o Define the direction and roadmap for the program, gain consensus and clear alignment across Amazon CS functions
o Interact with cross-disciplinary and cross functional teams like Customer Service Operations, Business and Technical teams.
o Design the approach measure customer experience and prioritize customer needs by leveraging quantitative and qualitative data across different technologies and products
o Define, prioritize and plan the projects that need to be implemented to improve the customer experience
o Schedule, secure resources and manage cross functional teams to deliver to these projects.
o Monitor the execution and ensure the delivery of projects is to achieve business performance improvements
o Monitor the program’s overall progress; anticipate risks, resolve issues and initiate corrective action as appropriate.
o Manage the dependencies and the interfaces between projects and negotiate the trade-offs needed.
o Provide overall stakeholder management and program progress reporting on a regular basis.

Basic qualifications
· 5+ years’ experience in project/program management and facilitation of process improvement initiatives that directly impact the end customer(s)
· 5+ years’ experience influencing executives, managers, and business leaders to drive change and business performance improvement
· Experience managing a team of project managers
· PMP certified or equivalent project management certification.
· Experience communicating goals and strategies across multiple leadership levels of an organization
· Strong analytical mindset to design the best approach to influence through qualitative and quantitative customer insights
· Decision Making and Complex Problem Solving; a system thinker who can pain the big picture for the business on how to drive decisions on behalf of the customer
· A creative thinker who can look outside the box for solutions, questions existing processes, probe and consider all the facts, while still staying aligned with the long term plans and goals
· Team player who works constructively and transparently within the wider team
· Can act decisively, promptly and confidently
· Strong sense of urgency and personal commitment

Preferred qualifications
· Customer Service, Marketing, or UX background
· French, German, Italian or Spanish language skills would be advantageous but is not essential.
· Practiced working knowledge of Six Sigma tools and Lean techniques
· Experience in working in a data science and business analytics environment