Program Specialist, Customer Experience

Description
Amazon's mission is to be earth's most customer-centric company. We work towards a single goal: to ensure the best experience for our customers. To achieve this, we are looking for a Program Specialist to join our Middle East Customer Service team, who will play a key supporting role in the delivery of our Customer Experience (CX) roadmap.
The Program Specialist will be the backbone of the team, and upholding program standards and reporting to enable our CX program managers to deliver at scale.
The successful candidate will be based at our Amman (Jordan) or Cairo (Egypt) offices.
Key job responsibilities

• Establishes and upholds program management frameworks and mechanisms across the CX program management function. Proactively seeks out ways to improve internal team processes in that reduce effort and improve quality of overall delivery.
• Owns roadmap reporting, using standardized input templates and custom reports for project needs.
• Owns project metrics, status updates and goal tracking, and reports for leadership consumption.
• Maintains and upholds program plan, internal team trackers, standard operating procedures, documents, shared drives and policies.
• Writes high quality communications and consolidates inputs for program status updates for leadership.
• Establishes repeatable benefits validation frameworks. Works with program managers and finance to measure and document the impact of change.
• Contributes to or leads project management of small-scale CX projects, with the support of the CX program managers.

Basic Qualifications

• Track record of tracking, coordinating and supporting multiple tasks or projects using frameworks, mechanisms and techniques.
• Standards-focused with a strong ability to establish and maintain standardization and structure within a team.
• Excellent written and verbal communications skills with an ability to interact with senior program managers.
• Bar-raising stakeholder management and organization skills. Track record of working with senior stakeholders.
• Ability to get hands dirty in the detail but can also see the bigger picture.
• Confident creating reports for leadership consumption.
• Ability to take initiative even under unfamiliar or ambiguous circumstances – solid sense of accountability and sound personal judgment.
• Flexibility to respond quickly to change and reprioritize in the face of changing stakeholder demands.
• Experience working in customer experience, customer service or B2C programs.
• Advanced skills with MS Word and MS Excel.

Preferred Qualifications

• Background in ecommerce, retail or consulting industries.
• Experience coordinating delivery of customer experience, process improvement or cost savings programs.
• Practical experience in program management concepts, such as prioritization, governance, reporting and benefits validation.
• Experience establishing and consolidating program delivery metrics and status reports.
• Experience with project or program management tracking and planning tools.

Company – Nuqtat Al Taknalojia
Job ID: A2323448للتقدم على الوظيفة