CS Concession Reduction Program Manager Amazon London

Job Description: • 2-minute read •
Amazon is seeking an experienced project manager with operational background for the Snr. Concessions Manager role within UK CS. In this role you will be responsible for driving highly visible improvements in the shopping experience to drive defect reduction. You will work day to day with senior leaders in the business, finance, and transportation teams to improve customer experience and drive business profitability.

As the UK CS Snr. Concessions Manager, you will help identify key defects to the shopping and delivery experience which drive concessions, help define specific roadmaps to eliminate the defects, identify key performance indicators, scope and deliver metrics for measuring progress and become established as the subject matter expert on concessions defect reduction. You will ensure that the process is adapted and modified to be measurable in terms of shopping experience outcomes. As you operate within a complex space, you will drive the development and implementation of standards, processes, models and technology needed to reduce shopping effort and concessions, develop and produce reporting and analysis that enable business leaders to take action on your recommendations.

This position requires high judgment and an ability to balance customer experience with financial impact; it also offers broad exposure to various business, financial, and technical teams within Amazon worldwide. You will be tenacious in analyzing data, spotting trends and diving deep to root causes in addition to earning trust with the numerous senior stakeholders across fulfillment, transportation, product returns, customer service, finance and abuse management teams.


Basic Qualifications

Results orientated with a bias for action; takes responsibility and owns through to delivery.
Builds lasting and effective relationships which focus on the customer experience; “start with the customer and work backwards”.
Highly analytical, with a proven ability to analyse various data sources and identify root cause and defects/drivers of performance.
High level of written management reporting ability; able to present complex data sets into synthesized conclusions and recommendations.
Excellent senior stakeholder communication and influencing skills
Ability to problem-solve issues real-time to readily obtain or deduce obvious issues; even when imperfect information or data exists.
Proven ability to work independently in a fast-paced environment; strong organization skills with the ability to multi-task.
Relentlessly advocate for customers.
Experience translating roadmaps and key performance indicators in to operating plans and actionable items; confident making recommendations to senior leaders.
A proven ability in sourcing and analyzing multiple sources of data and providing a clear report of issues and how they affect customers.
A demonstrated ability to drive teams to manage projects/programs, dependencies and bottlenecks ensuring that ensuring effective decisions are made to balance the business needs and the technical/operational constraints.
A high proficiency in MS Excel, and SQL
Strong bias for action, with the ability to juggle multiple priorities and create a sense of urgency.
Project/Program management experience
Preferred Qualifications

MBA or Advanced degree preferred
Customer Service Background
Six Sigma Experience

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