Easter Seals Jobs

Description

Are you a passionate customer advocate who is energized by working with diverse, cross-functional teams? Do you thrive in a fast-pace environment where you will be absolutely key to launching new features and services?

The Advertising Support Products & Services (SP&S) team provides a world-class Help experience and contact center support to the global Selling Partners, Brands, and Authors who use Amazon DSP, Sponsored Advertising products.

We are looking for a Senior Program Manager to help us gracefully manage change across product and program functions and contact center operations. The Sr. PM will ensure that Amazon Selling Partners and Associates are ready for any process, policy or product change that impacts them. We view every change as a trust-busting or loyalty-building experience. The processes you will build and maintain will guarantee thorough and timely readiness to enable the business to grow and expand.

Key job responsibilities

• Interact with stakeholders at multiple levels and dynamically lead business and product teams to define and deliver solutions to establish standard processes and quality experiences.

• Identify and analyze data to isolate issues, develop solutions and proactively prioritize opportunities for Advertiser experience improvements.

• Plan and manage multiple parallel projects.

• Maximize resource utilization for the greater good of the organization.

• Create, maintain and disseminate project information in the appropriate format and at the appropriate cadence to stakeholders and senior management.

• Be a visible and vocal role model across the wider business for Amazon’s customer-centric culture, championing Advertiser needs and using data and technology to anticipate and exceed them.

• Create self-sustaining processes that allow you to scale and focus on high value activities.

A day in the life

In this high-profile role, you will collaborate with numerous operational, training, product, and software development teams both inside and outside SP&S to identify, define and specify solutions that create the conditions for Advertiser success. You will build collaborative relationships with these partners, working closely to identify and resolve defects to create and execute quality change. You will experience a wide range of problem solving situations, strategic to real-time, requiring extensive use of data collection and analysis, and you will prepare and execute regular program updates to senior management.

Basic Qualifications

• 5+ years of program or project management experience

• Experience using data and metrics to determine and drive improvements

• Experience owning program strategy, end to end delivery, and communicating results to senior leadership

Preferred Qualifications

• Knowledge of Excel at an intermediate level (e.g., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, etc.)

• PMP

• Experience in Support Operations (Contact Center). Training in Six Sigma, Kaizen, Agile, or other Process Improvement methodologies. Experience with CRM and other contact management support tools