Project/Program Manager II


Seattle, Washington

a month ago

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Job Description

Responsible for the coordination and completion of projectprogram. Oversees all aspects of projects. Sets deadlines, assigns responsibilities, and monitors and summarizes progress of projectprogram. Prepares reports for upper management regarding status of projectprogram. May require a bachelors degree and 47 years of experience in the field or in a related area. Familiar with a variety of the fields concepts, practices, and procedures. Relies on extensive experience and judgment to plan and accomplish goals. Performs a variety of tasks. Leads and directs the work of others. A wide degree of creativity and latitude is expected. Typically reports to a manager or head of a unitdepartment.Team Role Specifics: Contractor will be responsible for following and participating in Customer Experience case management supporting Amazon Devices Reverse Logistics processes to help Amazon Devices team scale up as the number of inbound requests fluctuate. Contractor will action end to end case management processing of inbound requests from intake tickets that includes solving replacement level issues for warranty support and lead Right to Repair requests. Right to Repair requests include support of logistics execution of requested spare parts and repair guides to end customers in adherence with government policy that reflects Amazons compliance with new regulations and policy developments. Warranty support includes research and feedback on configurations and resolving with partner teams. Contractor will effectively work with relevant internal teams when intake requests that are incomplete and need further clarification for the Amazon Devices Reverse Logistics team to monitor and support. Contractor will provide program management level support through pulling and reporting KPIs for internal reviews including intake requests and resolutions, creating and deploying Customer Satisfaction Surveys for ADRL customers, compile the results and share findings with Amazon teams. Contractor will serve as a liaison to Digital Devices and Alexa Services D2AS, Ring and Blink Customer Service CS teams by attending meetings and escalations related to Customer Experience issues.

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