Pm, Differentiated Support - Barcelona, España - Amazon Spain Services, S.L.

Amazon Spain Services, S.L.

Empresa verificada

Barcelona, España

hace 2 semanas

Publicado por:

Isabel García

beBee Recruiter

Descripción

Experience in program or project management

Experience using data and metrics to determine and drive improvements
Experience owning program strategy, end to end delivery, and communicating results to senior leadership
Bachelor's degree
Experience working cross functionally with tech and nontech teams
Experience defining program requirements and using data and metrics to determine improvements
Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL

Our teams strive to make Amazon the best place for our Selling Partners to reach consumers, driven by the experience and support we provide them in growing their businesses locally and globally.

We leverage technology including automation, self-service, associate tools, and machine learning to both prevent Seller, Vendor and Brand contacts based on knowledge obtained during our support interactions, and to handle those contacts with quality and efficiency.

We hire the world's brightest minds, offering an environment in which they can relentlessly detect, design, and drive solutions to improve the Amazon customer experience.

We do this every day by solving complex business and technical problems with ingenuity and simplicity.

The Contact Resolution Specialists have a 360-degree approach to continuously advocating for, and driving improvements on behalf of our customers; 1) Eliminate - detect, solution, and resolve customer-impacting issues upstream by providing relevant and timely insights into the product development cycle as seen by downstream events, 2) Automate - assess and identify opportunities to provide automated, self-service solutions for our customers when and where needed, and 3) Optimize - when a customer does contact SPS for support, optimize the experience by ensuring SPS associates have the tools, resources, policies and protocol to exceed the customer's expectations.

The core responsibilities of this opportunity include:

Advocate on behalf of Selling Partners in all engagements with SPS and Business teams.
Drive people, process, and technology initiatives to optimize the Selling Partner experience endtoend.
Deliver program initiatives and improvements based on core SPS performance measurements.

Critical Skills to be Successful:

Leader: Experience leading teams, whether directly or indirectly, to collaboratively deliver valuable results.
Influencer: Innovative leader with the ability to identify opportunities and influence organizations to gain support and overcome resistance with data and persuasion.
Driver: Ability to successfully deliver endtoend programs, working through obstacles across multiple teams and organizations.
Problem Solver: Ability to utilize strong analytical and problemsolving skills to work through complex challenges.
Communicator: Ability to communicate clear and concise expectations and requirements with business and technology teams. Capacity to present wellreasoned and datadriven proposals in both verbal and written form.

Barcelona, B, ESP

Experience leading process improvements
Experience implementing repeatable processes and driving automation or standardization
Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization