• Program Manager II

    勤務地 JP-13-Meguro
    掲載日 2 weeks ago(2018-11-05 15:13)
    Job ID
    Amazon Japan G.K.
    Company/Location (search) : Country (Full Name)
  • Job Description

    The Amazon Business (AB) Customer Service team is looking for individuals to join our team who are Customer Obsessed and passionate about improving the customer experience. In this role you will be responsible for initiating the product lifecycle within customer service for Amazon Business products, promotions and high-impact customer accounts issues. AB program managers operate independently to manage the various stages of reviews, preparations, launches and tracking of all AB CS program managed activities.

    The team partners with the broader business to drive innovation with speed, continuous improvement, and taking proactive measures to ensure the best customer experience.

    This is an opportunity for you to gain a broader perspective on Amazon business by working frequently with various CS, non-CS and senior leadership teams. On a regular basis, you’ll collaborate with our Sales, Legal, Public Relations, Content, and Business Teams for input on solving customer issues both in direct customer interactions and customer-facing messaging creation.

    Key attributes that will be required for success in the AB CS intake role include being:
    • Customer Centric
    • Detail orientated
    • Innovative
    • Resourceful
    • Organized
    • Articulate
    • Accountable
    • Self-motivated
    • Analytical
    • Influential

    Position Responsibilities:
    • Effectively communicate with stakeholders, including senior AB and CS leadership by adjusting your communication style to your audience.
    • Help to build and manage effective processes CS program lifecycle
    • A portion of the time will be spent supporting program managers to help drive and improve the customer experience.
    • Create and manage effective mechanisms for tracking product launches and promotional campaigns for CS
    • Ensure process compliance and that correct templates / links have been used and requirement information and documentation have been provided by the requestor
    • Confirm requested deadlines are within SLAs provided by individual CS teams. Highlight issues immediately
    • Conduct tracking and review meetings with other stakeholders with CS and AB
    • Create appropriate documentation for global launches and to other CS stakeholders such as Knowledge Management and Instructional Design
    • Identify and track risks and mitigate where possible. Escalate when necessary.
    • Be an effective member of a virtual team by collaborating consistently with team members not in your physical location.
    • Support leadership to create a better customer experience
    • While frequent travel is not expected, the job may require occasional air travel.

    Basic Qualifications

    • Bilingual English
    • Bachelor's degree from an accredited program OR 2+ years Amazon experience.
    • 4+ years of project management experience (communication, planning, documentation); proven ability to identify opportunities, and drive them through to completion (kaizen, project management methods).
    • Excellent written and verbal communication skills.
    • Detail-oriented, analytical, proactive approach to problem-solving and identification.
    • Excellent written skills.
    • Proficiency with Microsoft Office Suite, particularly Excel

    Preferred Qualifications

    • Previous experience in a B2B environment
    • Previous or current relevant customer service leadership role experience. This should be clearly listed on resume.
    • Masters Degree in English, business or related field preferred.
    • Formal training in Relationship Skill/Business Management.
    • Professional demeanor and supportive of all internal customers and colleagues.
    • Superior organizational and time management skills.

    [Salary Information]
    Monthly basic salary: 562,500 yen or more             (Your annual basic salary will be paid by twelve (12) equal installments.)  
    Your basic salary includes the amount equal to the overtime work allowances for 70 hours of your overtime   work, as overtime work allowances, midnight work allowances and statutory holiday work allowances (the   “Fixed Premium Wages”).
    If the actual amount of the overtime work allowances, midnight work allowances and statutory holiday work allowances exceeds the amount of the Fixed Premium Wages, the company shall pay you the balance.

    Reference Example: If the basic salary is 562,500 yen,   the Fixed Premium Wages will be 363,636 yen, and the basic salary excluding the Fixed Premium Wages is 198,864 yen.  
    ※Your monthly basic salary will be finally decided after employment interview, taking into account the   candidate's skills, qualifications, career, experience, etc.          
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