Senior Operations Program Manager, Student Programs EMEA (London)

Job description

DESCRIPTION

The Student Programs (SP) organization is responsible for attracting, hiring, and integrating the best student talent from all backgrounds to build the future of Amazon’s global workforce.

In EMEA Amazon is recruiting for 40+ role profiles for multiple business divisions and leaders spread across 20+ countries. This diverse spread and decentralized legacy recruitment practices have created variation across most SP processes. Therefore we are seeking an Operations Program Manager to help us improve on the following main areas:
1) efficient scaling of operations,
2) consistent reporting of data,
3) meeting the growing demand, and
4) positive candidate experience.

As SP EMEA’s scale is growing and scope is expanding, the Sr. PM will stabilize, standardize, and continuously improve the processes across the EMEA network in-line with SP globally.

Key result areas:
· Improve standardization score across the region to reduce variance across various performance measures.
· Exceed productivity goals by reducing number of hours invested by Recruiting Coordinator (RCs)/recruiters.
· Improve First Pass Yield across processes (like on-boarding, off-boarding, scheduling interviews, etc.) to reduce defect rate and number of escalations.
· Improve adoption score of standard processes/tools through training and tracking mechanism.
· Ensure standardization of data reporting across roles/regions.

Key responsibilities:
· Standardization: Responsible to implement standard work and process improvements to drive stabilization and standardization across the SP network while meeting local business demands. Benchmark performance across regions to support reduction of variation in process standards and knowledge gaps within EMEA network.
· Subject Matter Expert: Will become subject matter expert in SOPs and new projects. Support process testing & ensure efficient deployments. Execute, measure, and support communication of project impacts in partnership with SPEAR and ACES teams.
· Process Improvement: Reduce variance in performance measures between the region and best-in-class (BIC) performance. Gathers information on critical inputs, new training, best practice sharing, and documentation across regions and communicates to relevant stakeholders to drive improvement. Support and lead improvement projects to increase efficiency of processes. Specifically to include data capture, process mapping, time and motion study analysis, pilot, and deployments.
· Facilitate collection of regional feedback from various stakeholders – recruiters, RCs, Candidate Services Recruiters (CSRs), and RS to global tech and ACES teams for their future roadmaps.
· Process Capability Development: Facilitate training programs for Recruitment Managers, RCs, and CSRs (i.e., participating in and conducting needs analysis, skills development classes, etc.) to bridge process knowledge gaps.
· Change Management: Create a culture of change management to ensure best practices followed across network for any process changes.
· Define new Role/Country launch playbook.
· Work with global and regional POCs to ensure consistent data reporting mechanisms.

Successful candidates will be able to successfully manage priorities against a timeline and have experience setting benchmarks and metrics. They thrive in an innovative, fast-paced environment, can roll up their sleeves, work hard, have fun, and get the job done.

They have a reputation for being exceptional at collaboration, organization, detail orientation, possess strong verbal and written communication skills, have an ability to prioritize their time, demonstrate push-back and a sense of urgency, and understand the value of providing amazing customer service.

PREFERRED QUALIFICATIONS

· Strong client focus and commitment to continuous improvement; ability to proactively network and establish effective working relationships with customers and candidates, and develop creative approaches to delivering on objectives
· Experienced in business operations management.
· Self-sufficient and able to work with little direct supervision.
· Knowledge of project management and process improvement tools is a plus

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

Desired profile

BASIC QUALIFICATIONS

· Demonstrated experience implementing comprehensive programs and process improvement activities.
· Hands on experience in European markets.
· Capability to track and report on data and use analytical skills to validate accuracy and make recommendations
· Ability to diagnose problems, and identify and drive appropriate solutions. Comfortable challenging processes, where they are inefficient or not effective.
· Ability to build stakeholder relationships, establishing effective and collaborative partnerships.Strong consulting skills and demonstrated ability to work in a team environment, as a team leader and member