Sr. Program Manager, CS ACES Governance

Job Description

Job summaryThe purpose of our global Customer Service (CS) Amazon Customer Excellence System (ACES) Support Team is to help Customer Service increase the focus in delivery for the customers by reducing their effort on internal business processes. To accomplish this, we developed the CS Machinery, a system that contains standard solutions for business process management.We are looking for a detail oriented, innovative and experienced global CS ACES Governance Program Manager to develop scalable governance mechanisms and a standard framework, with a focus on connecting project owners, managers and leaders with the CS Machinery solutions to enable them to increase the delivery for the customers. You will apply program management, systems thinking principles supported by an efficient project management framework to drive solutions. Above all, we are looking for a leader that is passionate about solving complex and ambiguous problems through simplification and innovation.Key job responsibilities? You will define, lead and support the execution of the operational planning cycles (OP1 and OP2) for the CS ACES organization. This includes defining the working backwards plan, ensuring high quality write ups, providing visibility of the planning cycles.? You will lead the portfolio and headcount review mechanism across the organization, evaluating the return of investment from the allocation of headcount and the delivery of the various projects and programs against business goals.? You will define the run of business (ROB) framework for the organization to ensure that the most important topics bubble up and are discussed at the right frequencies with the leadership group.? You will innovate on the inspection mechanisms needed to keep the organization running healthy and bring focus to pain points that need closer attention.? You will be accountable for the organizations workstreams such as new hire experience, ACES branding, employee surveys, and engagement on track with the help of single threaded leaders. You will help mitigate risks or bubble them up for leadership attention at appropriate forums.? You will partner with the CS Machinery governance leader in the pilot of new solutions and the adoption of governance standards through organizational readiness in CS ACES.? You will lead a team of two talented governance leaders that will support the execution of governance strategy.? Bachelors degree or equivalent work experience in Project and Program Management, Business Process Management, Change Management.? 4+ years of cross-functional program management experience.? Experience managing complex matrix organizational structures.? Demonstrated ability of working cross-functionally with employees with different skill sets and influencing without authority.? Excellent, structured written and verbal communication skills.? Experience defining portfolio management mechanisms, collecting requirements, writing detailed functional workflows and specifications, coordinating efforts to scope, schedule, and deploy new ways of working.? Experience developing strategy and operational processes.? High attention to detail including precise and effective stakeholders? communications and proven ability to manage multiple, competing priorities simultaneously.? PMP, SCRUM Master or Product Owner certified, or similar experience.? Relevant professional certifications on process improvement or process design such as Lean-Six Sigma Green Belt, DfSS, QFD, Design Thinking, or relevant experience.? Additional language skills.

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