Are you passionate about improving the quality of customer experiences? Do you like to dive deep to understand problems? Do you strive to create customer-centric solutions that drive measurable results? Does coordinating across teams and countries sound exciting? If so, Amazon Customer Service Operations Team is looking for a Senior Program Manager in operational optimization who will use their experience working with diverse groups of stakeholders to focus on the improvement processes that support our customer and ensure our Customer Service Associates consistently have exceptional learning environments. The Customer Service Senior Program Manager will set standards of our support as an organization and for individual support Associates. He or she will measure and gauge all activities, onboarding, training processes, ensuring secure work environment and, policies and procedures completed by our Customer Service Associates.

As a successful candidate, you are obsessed with the experience of our customers and CSAs. You work effectively with the product management and operations teams to continuously improve the customer and CSA experience. You contribute to the program’s vision, as well as work on prioritizing features, learning complex concepts quickly, and working efficiently with global stakeholders across various disciplines. You are comfortable in taking smart action, failing quick, learning and iterating.

Department: Customer Service (CS)
Job: Operation
Location: Tokyo, Shinagawa Office

Key job responsibilities
- Serve as a subject-matter expert on the current state of the Customer Service Associate Experience through continual first-hand observation, dialogue with CSA and data analysis
- Work with operations team and site leadership to establish highest level standards and processes and execute experiments to development Customer Service Operations and seek best practices to meet long term scalability demands.
- Work closely with Global Program teams and other stores operations, to learn best practices while share Japan success to global network
- Prepare and analyze internal and external reports and provide feedback to team leaders and managers
- Lead weekly meetings with operations to keep the efforts relevant and in line with the needs of our Customer Service Operations.
- Develop process flow guidelines, a good feedback system, and consistency.
- Control and audit implemented solutions to verify intended impact
- Ideal candidate will possess a balanced mix of quantitative, consultative, and facilitative/leadership skills. S/he will have a documented track record in driving change; leading and facilitating teams that have significantly improved processes, training, and leading in fast-paced, ambiguous environments.
- Lead and deliver complex, medium to large, cross-functional projects that serve major parts of the business and are business critical, and may be global in nature, from initiation through delivery. May lead other program managers and operations management for large projects.

We are open to hiring candidates to work out of one of the following locations:

Tokyo, 13, JPN