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Senior Operations Program Manager

Posted: 23 Dec 2020 Closes: 22 Jan 2021
GB, London Competitive
Permanent & Full-time AMZ_1373184


Amazon's expanding Logistics products and services (e.g. Amazon Shipping, Flex, AMXL, and Access Points) are creating new customer segments, including drivers, recipients, property managers, and shippers. Shipping & Delivery Support (SDS) is a customer service organization dedicated to building world class support for Amazon's transportation products and services across all customer segments.

To achieve our mission, SDS is seeking a Senior Operations Program Manager that will develop the strategy and implement customer support structure needed to disrupt the shipping industry and become known for best-in-class service. The support operations should differentiate Amazon from competitors and will be a critical component to success and overall customer experience. The right candidates will thrive in a fast-paced, ambiguous environment with interactions across a wide variety of e-commerce topics, and have passion for the support experience.

The Senior Operations Program Manager will assess the needs of the customer service required for new transportation products and service, design the support model as well as create and implement projects that establish support operations across the UK. This person will need to work closely with product managers, support teams, finance, senior leaders and regional operations teams across multiple Amazon organizations.


· Bachelor's Degree in Business or related field.
· Communication skills in English across various cultural backgrounds and functional areas, within all levels in the organization (technical, business, executive).
· Demonstrable proficiency of Microsoft Office including Excel, SharePoint and Word.
· Ability to deep dive/analyse customer related data and draw conclusions leading to improvement initiative recommendations.
· Excellent planning, organizational and time management skills.
· Proven ability to influence change at all levels and across all departments as appropriate.
· Strong track record of cross organisational relationship building.
· Superior judgment, diplomacy and tact.
· Willingness to roll up sleeves and take care of emerging operational issues hands on.
· Bias for action, takes responsibility/ownership and delivers.


· Experience with domestic logistics.
· Advanced degree (MS, MA, MBA) from an accredited university.
· Program and Project Management proficiency across multi-site locations.
· Certifications or experience in Six Sigma Projects with implementation and mentorship.
· Strong change management and influence skills; ability to negotiate and communicate across all levels of the organization.
· Demonstrated ability to make courageous recommendations and decisions to drive significant organizational change.
· Demonstrated skills leading and influencing global business partners.
· Proven ability to influence others without having positional authority.
· Experience working with Operations
· Experience managing people (directly or indirectly) is an Equal Opportunity Employer - Minority /
Women / Disability / Veteran / Gender Identity / Sexual Orientation / Age


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