Sr. Specialist NJS, NJS Program Management

Job ID: 2161813

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.
Amazon is growing fast, so we are looking at new support models and new technologies to build an organization that will scale well into our future while continuing to provide a great customer experience, have a talent for leveraging technology to improve operational performance, and like to build things from the ground up. To achieve this, we need strong Senior Specialists who can also innovate, move quickly, and not be constrained by how things have been done before.
Our Specialists will bring with them strong customer service and process management experience. We provide support to multiple Business Groups at Amazon and help our customers achieve a Hands of The Wheel Experience.
The Senior Specialist, New Joiner Support position will act as the consulting partner to the Engagement and Business Leaders to help accurately identify improvement opportunities. They will ensure a detailed level for the requirements gathering and drive solution delivery through cooperation with the partnering teams and optimizing the new joiner processes with the help of innovation and system enhancements.

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.

BASIC QUALIFICATIONS

• 5+ years of HR or related experience (or 3+ in large organizations, 2000+ Employees)
• Minimum 3-year experience collaborating with all levels of organization (Executives, Managers, Associates and CI champions), driving improvement initiatives and/or Technology Projects.
• Or minimum 3+ years of 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

Interested candidates Click on below link Apply Online and you will be redirected to Career Page of Company or Career url.

Amazon.com, Inc., is an American multinational technology company based in Seattle, with 750,000 employees. It focuses on e-commerce, cloud computing, digital streaming, and artificial intelligence. It is considered one of the Big Four tech companies, along with Google, Apple, and Microsoft.