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Program Manager Concessions (m/f)
1 month ago(1 month ago)
Amazon Deutschland Services GmbH
Amazon is seeking an experienced project manager with operational background for the Program Manager Concessions (m/f) role within DE Customer Service (CS). In this role you will be responsible for driving highly visible improvements across the entire business to drive defect reduction. You will work day to day with senior leaders in the business, finance, CS and transportation teams to improve customer experience and drive business profitability.
As the DE CS Concessions Manager, you will help identify key defects to the shopping and delivery experience which drive concessions, engage stakeholders, help define specific roadmaps to eliminate the defects, identify key performance indicators, scope and deliver metrics for measuring progress and become established as the subject matter expert on concession reduction. As you operate within a complex space, you will drive the development and implementation of standards, processes, models and technology needed to reduce shopping effort and concessions, develop and produce reporting and analysis that enable business leaders to take action on your recommendations.
This position requires high judgment and an ability to balance customer experience with financial impact. You will be tenacious in analyzing data, spotting trends and diving deep to root causes in addition to earning trust with the numerous senior stakeholders across fulfillment, transportation, product returns, customer service, finance and abuse management teams.
Results orientated with a bias for action; takes responsibility, has a hands-on mentality and owns through to delivery.
Highly analytical, with a proven ability to analyze various data sources
Builds lasting and effective relationships
A demonstrated ability to drive teams to manage projects/programs
Excellent senior stakeholder communication and influencing skills
High level of written management reporting ability; able to present complex data sets into synthesized conclusions and recommendations.
Proven ability to work independently in a fast-paced environment; strong organization skills with the ability to multi-task.
Experience in translating roadmaps and key performance indicators into operating plans and actionable items; confident making recommendations to senior leaders.
Bachelor’s degree required
4+ years of relevant professional experience in project or program management
SQL and advanced Excel skills
Excellent written and verbal communication skills in English and German