ERC Program Manager for Case Management System

Job description

DESCRIPTION

Join Amazon's Employee Resource Center (ERC) team and help make a difference for all Amazonians! The ERC provides HR assistance to Amazon employees, in the form of accurate, consistent, and timely responses to inquiries from various contact channels – phone, web case and chat. The ERC primarily exists to connect employees with content and data not available through intuitive self-service, and to intake process defects and workflow these to relevant resolution teams. The ERC team is comprised of 2500+ associates supporting Amazon employees in 49 countries and 14 languages. ERC associates are located in nine locations globally.

We are currently looking for a Program Manager in ERC to work on Panorama- our Salesforce Case Management system used by ERC associates to assist Amazon employees. This role will be responsible for achieving global parity and enhancements to our case management system. The ideal candidate will have a sharp business mind and a proven ability to strategize and implement high-level program initiatives. You will collaborate with the ERC business leaders and Employee Services technical teams to understand current needs and evaluate for contact deflection opportunities, contact and case management handling opportunities and design enhancements to ensure our agents have tools that are easy to use so they can focus on providing excellent service to their fellow Amazonians.

As an ERC Program Manager for the Case Management Platform, you will:
· Collaborate with business owners and technical resources for ongoing evaluation, improvement, and expansion of existing tools.
· Develop high-level business requirements and collaborate with Employee Services technical teams to build and deploy.
· Analyze, evaluate, and overcome program risks, and produce program reports for management and stakeholders.
· Work with other program managers to identify risks and opportunities across multiple projects within the department
· Build, develop and manage Panorama Program roadmap for agent experience improvement initiatives.
· Actively build relationships across partner teams in Amazon to deliver on your roadmap. Partner with program/product managers within ERC and ES Tech to deliver on your roadmap.
· Define areas of focus/opportunity supported by analysis, develop solutions, identify owners, set delivery/completion dates and set up mechanisms to ensure programs are on track.
· Proactively identify and resolve issues that may impair the team’s ability to meet strategic, product, and technical goals.
· Make prioritization and trade-off decisions balancing agent experience and business value
· Operate autonomously; drive programs end to end including business goals, technical solutions. Drive alignment with senior leaders
· Understand business level goals and continuously look for ways to optimize the agent experience.
· Develop global standards and best practices for tool governance and quality configuration.
· Collaborate effectively and seek to understand user experience on tool offerings.

PREFERRED QUALIFICATIONS

· Hands-on experience designing tools or operations supporting contact centers or customer experience.
· Experience with Salesforce products and services.
· Superior communication and documentation skills.
· Experience working with global customers/partners.
· Must be comfortable in fast-paced, deadline-driven environment and able to manage multiple priorities.
· Experience applying analytical and problem solving skills toward identifying opportunities and decisions.
· Self-driven, ability to be both strategic and execution oriented.
· Prior ERC or Employee Services experience

Desired profile

BASIC QUALIFICATIONS

· 3+ years experience in program or project management
· Bachelor's Degree
· Experience defining program requirements and using data and metrics to determine improvements
· 3+ years experience working cross functionally with tech and non-tech teams
· Bachelor’s degree or equivalent experience.
· 5+ year’s professional experience in related field.
· Demonstrated ability to gather and document business requirements and partner with technical teams to transform them into functional specifications and customer experience design artifacts.
· Proven ability to use technology to scale programs and improve efficiencies.
· Proficiency in Microsoft Office applications.
· Experience with case management platforms and/or supporting technology for a customer service function.