.Program Manager, Ring Customer Service EUJob ID: 2622147 | Amazon Ireland Support Services LimitedRing Customer Service (CS) Europe is seeking an experienced Program Manager (II) to join the EU-CS Voice of the Customer (VoC) team.The successful candidate will collaborate with global and European cross-functional business teams, and CS operations to identify opportunities to improve the neighbour and associate experience. The PM will have a strong delivery record and proven project management experience to own strategic, tactical, cross-functional and technology projects and programs.The role require scoping and creating project plans, developing processes, coordinating and driving execution, and communicating to senior management on status, risks and process/product changes. Cross-team coordination, project management and executive presentation skills are essential.The PM (II) will be responsible for the management of a team of 7+ PM (I)'s with various language skills who will identify opportunities and initiatives through listening to calls, reviewing customer emails/chats/publicly posted reviews and liaising with the in-country teams to identify their specific challenges. You'll support the team to make data driven decisions and prioritise areas to improve the customer and associate experience. You'll be responsible for ensuring all opportunities identified are documented, prioritized and owners established. You will be the conduit between the business and CS and you'll oversee program's that are already running and find new ways to improve themKey job responsibilities- Performance management of a team of program managers- Design and reporting of goals, metrics and opportunities in collaboration with the business and the team.- Prioritisation of the team activities using data driven decisions to identify opportunities to improve/remove pain points for internal and external customers- Ensure metrics/dashboards show the outcomes of change- Work with a variety of other Ring/Amazon departments to identify and leverage best practices- Align actions with the goals of the European and global Leadership Teams(LT)- Ensure the team are included & aware of all Country product launches- Be the conduit between CS and the European business teams and its partners- Serve as an advocate for customers when something doesn't feel right- Learn and understand Rings products, services and features- Communicate trends and opportunities to leadership- Work autonomously in an ambiguous environmentA day in the lifeAs a Program Manager, you'll be responsible for prioritizing, planning, implementing, and monitoring improvement initiatives that ensure a smooth customer and associate experience. You'll work closely with a range of Ring/Amazon colleagues to understand how they work, and what you and your teams can learn, as well as sharing your own expertise
