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Senior Specialist, New Joiner Support Program Management

Amazon /Slovakia/ s.r.o.

Information about the position

  • Place of work: Bratislava
  • Basic wage component (gross) and other rewards: 2 416 EUR/monthBase pay for this position starts from EUR 2,416 gross per month and salary depends on the skills and requirements, there will be further pay components such as a sign on bonus and the eligibility to participate in a restricted stock unit scheme operated independently by Amazon.com Inc. in USA. Company benefits apply subject to further terms, including annual membership in medical clinic, life insurance, retirement pension, meal voucher card, career development."
  • Start date: ASAP
  • Contract type: full-time

Job description, responsibilities and duties

This is a new role that will be part of the Program Management team with key focus on Customer Experience within the Joining Amazon Journey teams.
This role can be based in Czech Republic, Romania, Poland or Slovakia.

Key job responsibilities:
• Serves as the main POC for Engagement Leaders and customers in the creation of intakes from the business.
• Leads and schedules the global GEMBA for their specific customer group.
• Use customer experience inputs to develop and influence improvement opportunities grounded on the team´s goals.
• Understands and drives adoption of customer-impacting metrics, understands end-to-end experience, and champions recommendations for change, develops improvement suggestions to maximize value of resources, quickly identifies obstacles and prioritizes changes for department
• Collaborates with Program Manager in the development of new processes, procedures, or programmatic additions
• Collaborates with Legal and HR Risk and Compliance to review process/policy from internal/external sources in ambiguous circumstances
• Analyzes data to create business cases, influence policy, and drive enhancements
• Acts as a SME for customers, team, vendors, and leaders
• Analyze results of cases that impact the new joiner experience and work with Engagement Leaders and relevant stakeholders to identify and remove roadblocks for peers/team
• Responds quickly and accurately to questions from team, internal partners, candidates, vendors, and customers, including high level leadership teams
• Identifies customer needs; based on service metrics, customer anecdotes, customer journey maps and sentiment analysis of the service cases
• creates and distributes standard communications related to process changes that impact the new joiner experience for their supported organizations
• Develops data driven presentations independently
• Works with NJS Ops to provide training and guidance on policies, processes, and systems to customer and team members
• Signs off process design for new country and in country expansions for the service (NCX-ICX) and supports NJS POCs to navigate exception requests

About the team
The New Joiner Support team ensures a stress-free experience from the moment the new joiner accepted the offer up to their Day1. Team members are subject matter experts and problem solvers creating innovative new joiner solutions for multiple customer groups and changing business needs.

Requirements for the employee

Candidates with education suit the position

University education (Bachelor's degree)
University education (Master's degree)

Language skills

English - Advanced (C1)

Personality requirements and skills

BASIC QUALIFICATIONS
• HR or related experience
• Experience collaborating with all levels of organization (Executives, Managers, Associates and CI champions), driving improvement initiatives and/or Technology Projects.
• Or experience in management consulting / customer service or shared services organizations
• Strong command of English is a must
• Ability to learn new technology fast (Not Programing)
• Basic understanding of e-commerce, technology, statutory compliance function and features
• Ability to handle changing priorities and use good judgment when working in stressful situations

PREFERRED QUALIFICATIONS
• Basic understanding of e-commerce, technology,
statutory compliance function and features
• Lean/Six Sigma or other PM certifications
• Other EU Languages

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Brief description of the company

At Amazon.com, we're working to be the most customer-centric company on the Earth. To get there, we need exceptionally talented, bright, and result driven people.

All open positions together with a job description and contact details can be found on www.amazon.jobs.

Number of employees

1000 and more employees

Contact

Contact person: Tiana Tomic
E-mail: send CV