Description

The European Product Insurance Business Operations team is seeking an experienced, hands-on, multi-talented Program Manager to drive operational excellence within the Product Insurance business at Amazon. In this role, you'll manage relationships with third-party partners and internal stakeholders while driving projects that improve customer experience. You'll identify operational gaps, resolve customer-impacting issues, and develop metrics to assess performance trends. This position offers an excellent opportunity to make a significant impact on both customer and partner experiences in a fast-paced, dynamic environment.

Working at the intersection of operational excellence and strategic planning, you'll be responsible for both "run-the-business" tasks and strategic initiatives. Your ability to multitask in an environment with numerous demands while maintaining the highest standards with our internal stakeholders and external partners will be essential. This role requires strong communication skills, business judgment, and a data-driven approach to identify and address customer pain points.

Key job responsibilities

- Facilitate relationships with third-party insurance partners and internal teams, driving cross-functional collaboration to support the product insurance purchase experience on Amazon.

- Manage program life-cycles, define objectives, and deliver projects to improve customer pain points within the larger Insurance and Payments organization.

- Identify operational gaps and develop requirements for new projects, applying relevant tools and mechanisms to measure progress.

- Resolve customer-impacting issues and work with internal teams to improve product insurance customers' experience through standardized processes improvements and automation.

- Develop and analyze metrics to assess performance trends, conduct deep dives in all areas of product responsibilities, and demonstrate significant annual efficiency improvements.

- Raise the bar on how we think about business operations, establishing new processes/reporting, setting the tone for how to understand and improve the customer experience with product insurance at Amazon.

- Address how we handle operations in an environment of increasing regulation, continuously improving processes to meet new expectations.

A day in the life

In this role, you'll start your day monitoring key metrics and addressing any urgent customer or technical escalations from our insurance partners. You'll collaborate with internal stakeholders like Product, Marketing, Legal, Engineering, and Customer Service teams to improve the product insurance experience on Amazon. Throughout your day, you'll balance tactical operations support with strategic project work-perhaps leading a cross-functional meeting to address customer friction points, analyzing performance data to identify improvement opportunities, or documenting process enhancements to ensure scalability of our insurance products.

About the team

Amazon Product insurance (PI) is a young and dynamic program in Europe, active in the UK, Germany, France, Italy and Spain. Along with internal and external partners, we are re-defining the product insurance program (i.e., extended warranty, accidental damage, and theft) and customer experience on insurance, disrupting the way traditional product insurance services are acquired and delivered and creating a new portfolio of services.

BASIC QUALIFICATIONS

- Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL

- Experience working cross functionally with tech and non-tech teams

- Experience defining program requirements and using data and metrics to determine improvements

- Experience in program or project management

- Experience implementing repeatable processes and driving automation or standardization

- Experience defining and executing program requirements

PREFERRED QUALIFICATIONS

- Experience in driving end to end delivery, and communicating results to senior leadership

- Experience leading process improvements

- Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization

- Experience building processes, project management, and schedules

Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.

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