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Senior Manager, Performance Management

Posted: 21 Dec 2020 Closes: 20 Jan 2021
LU, Luxembourg Competitive
Permanent & Full-time AMZ_1380438


Amazon strives to be Earth's most customer-centric company where people can find and discover virtually anything they want to buy online. At Amazon, delivering great experiences for our customers is top priority and to this end, Our team strives to make our processes robust enough to meet the high bar on customer experience both on quality and speed of delivery.

The candidate for this position will possess deep knowledge and expertise in Operations processes and tools, have strong experience designing and implementing effective programs and mechanisms, and is expected to develop a broad understanding of business and operations across the Customer fulfilment organisation in EU. You will build and manage a team of Program Managers for seamless and on-time implementation of EU wide large-scale programs / products that deliver a positive impact on our customers. The ideal candidate sees around corners, is biased for action in ensuring the team is set up for success in achieving our goals, and earns trust through broad stakeholder influence. This role will play an important role through the business planning process and will get exposure to senior leadership across the organization and within the broader Customer fulfilment organization in which we sit.

As a Program Leader, you will be responsible for identifying, helping to drive and tracking initiatives that improve the Customer Experience and will measure the results by monitoring quality and efficiency metrics and contacts. You will also have proven ability to assess situations and guide teams toward both short-term and longer term systemic changes. You should possess an analytic, statistical and optimization background to enable strategic service initiatives planning. In this role you will experience a wide range of problem solving situations, to real-time, requiring extensive use of data collection and analysis.

Key responsibilities as Senior Manager, Performance Management

You will be responsible for tracking processes that deliver customer experience for the network, identifying process defects and establishing governance mechanisms to track performance for the network.
The ideal candidate for this role will be able to:

· Have a passion to optimize and solve for the Customer experience.
· Be able to define the objective function, resource their own team appropriately and optimize where work flows
· Identify and analyze data to isolate issues, develop solutions and prioritize opportunities for servicing our Selling Partners
· Have a passion for continuously improving customer (internal and external) and the employee experience
· Have experience influencing and earning the trust of senior stakeholders and moving business teams to take action
· Have a strong sense of urgency and commitment
· Be a problem solver who always thinks about what to do next
· Possess flexibility and have a track record of delivering results in a fast-paced and highly ambiguous work environment.
· Provide direction to the team to execute and ensure mechanisms are implemented to track progress.
· Remain flexible to changing priorities, open to new ideas and have customer experience improvement as the top focus.
· Be a visible and vocal role model across the wider business for Amazon's customer-centric culture, championing customers' needs and using data and technology to anticipate and exceed them


· 10+ Years of project / program management is required.
· 5+ years of experience leading teams across geographies.
· Demonstrated ability to drive impact through cross-organizational initiatives.
· Ability and strong willingness to use data to answer first time asked questions, and solve large-scale ambiguous problems end-to-end, from idea generation to execution.
· Know how to liaise and collaborate with internal partners to influence direction and roadmaps, despite competing priorities
· Strong oral and written communication skills are crucial, in particular the ability to synthetize clearly complex issues
· An entrepreneurial mindset, with the tenacity to develop ideas independently and thrive in fast-paced environment
· Demonstrated ability to communicate and manage relationships with senior leadership and stakeholders to drive results
· Bachelor's Degree
· High sense of ownership, urgency, and drive.


· Master's in Operations Management, Business, Engineering or related field
· Experience in program product / management or management consulting
· Experience optimizing for short term execution while planning for long term technical capabilities. Ability and willingness to multi-task and learn new technologies quickly.
· Experience driving multiple products through a complete life cycle
· Independently driven, resourceful, and able to deliver results with minimal direction.
· Ability to communicate clearly and effectively with developers, business owners, and senior business leaders.


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