WWCS PXT AP Program Manager, WWCS PXT PMO, Analytics, and Tech

The world wide Customer Service (WWCS) People, Experience, and Technology (PXT) AP Program Manager (PM) has a strategic and hands-on role that provides program leadership and support for our global PM, AP PXT, and CS Ops teams. The role encompasses the execution of global and regional program initiatives related to WWCS and PXT goals. The scope of this role covers the countries where AP CS operates, namely India, Japan, China, and the Middle East (Saudi Arabia, Egypt, Jordan, and United Arab Emirates), as well as teams based in corporate locations. The role operates with significant level of autonomy and discretion in regards to the CS PXT function and is accountable for global and region-specific PXT projects in the AP region. The PM works closely with key subject matter experts (SME) and decision-makers to evaluate business opportunities, determine the key initiatives, and build continuous improvement capability within the PXT function. Projects include process improvements initiatives, PXT shared services, organizational design, as well as large and complex expansion and transition projects.

The key responsibilities of this role will include building and maintaining successful partnerships with the PXT team, CS Ops team, Amazon Connections, Shared Services, GEMBA and any other local and global stakeholders. Maintaining the relationship with internal/external stakeholders to ensure their engagement and effectively utilizing the best tools available. Directing, supporting and coaching local PXT project(s) leads and team members. Reporting on the project progress and status. The role requires understanding of CS operational and PXT performance requirements (OP1/2 goals, staffing plans, site metrics, etc. ) and ensures PXT strategies and partnership to the site Sr. CS Leadership and PXT leadership teams align with overall project delivery (scope, timing, standards).

The role is also responsible for creating and collaborating on change management communication that impacts the associate experience. The PXT PM provides oversight of the execution and effectiveness of the PXT projects. This position will report to the global Senior PM Manager and requires interaction and influence with CS and PXT senior leaders.

There will be business travel involved with the role.

About the team
The WWCS PXT PMO, Analytics, and Tech team is responsible for:
- Executing all global WWCS PXT programs on the ground (in-region)
- Implementing PM standard work
- Providing real-time analytics to our leadership team,
- Devising a global PXT technology strategy. Ultimately, these functions move the needle on WWCS PXT annual goals. We partner closely with PXT Global Programs to identify effort that quantifiably makes a positive impact for our associates. Examples include launching tools, technology, or projects that improve retention, Perfect Pay, or the employee experience. - 5+ years of working cross functionally with tech and non-tech teams experience
- 5+ years of program or project management experience
- 5+ years of delivering cross functional projects experience
- Experience defining program requirements and using data and metrics to determine improvements