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| Process Manager - EU Knowledge Management - Cork |
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Amazon's Knowledge Management department is seeking a Process Manager to join our Customer Service (CS) Team. The ideal candidate will support Amazon’s Customer Service Mission Statement ("timely, accurate, and professional") by using operational expertise to improve and preserve the highest standards of quality and service, in addition to driving success through proven leadership and technical skills. They will drive the strategy to improve and enhance the process of surfacing “just in time” information for CS Associates to increase efficiency and enhance the customer experience. This role could be based in Cork or Regensburg.
Responsibilities:
Act as the point of contact for CS with business owners and other departments (transportation, CS Technical Development) for UK, FR and DE.
Liaise with business owners to gather all CS relevant information to drive improvements to process tools.
Collaborate with Amazon’s Transportation team to streamline processes for on boarding new carriers.
Liaise with the business to simplify Amazons in-house Wizard tool to improve usability and overall usage and therefore increase efficiency in Associates workflow and customer experience.
Identify areas for improvement in existing workflow and technology and liaise with the technical teams to drive solutions.
Develop a working project plan to track milestones, deliverables and deadlines. |
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Bachelors (Computer Science or equivalent)
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7 years + |
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French : Speak Well
German : Speak Well
English : Speak / Write Fluently
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open-ended |
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unspecified |
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UK Citizen |
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International |
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The ideal candidate will be comfortable in a fast-paced, multi-tasked, high-energy environment. They will be a creative and analytical problem solver with a passion for excellent customer service. We require a demonstrated ability to plan, research, and to set priorities, handle multiple projects and meet tight deadlines.
Bachelor's Degree in Computer Science or equivalent.
Excellent planning and organizational skills.
Excellent written and oral communication skills including an ability to communicate with all levels in the organization (technical, business, executive).
Excellent Project management skills
Motivated to work on own initiative.
Excellent interpersonal and communication skills.
Proven ability to influence change at all levels as appropriate.
Qualified candidates will have 1 to 2 years of Project/program management experience and/or should have been responsible for being directly responsible for the launch of at least 3 major cross-functional projects.
Previous experience with web publishing tools (HTML and/or XML), process design tools and the ability to learn our in-house tools quickly.
Previous experience with Six Sigma tools would be advantageous.
French and German language skills would be advantageous. |
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Amazon, a Fortune 500 company based in Seattle, Washington, is the global leader in e-commerce. |
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Amazon
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