Overview

DESCRIPTION

Amazon’s mission is to be earth’s most customer-centric company. We work towards a single goal: to ensure the best experience for our customers. To achieve this, we are looking for a Program Specialist to join our Middle East Customer Service team, who will play a key supporting role to improve Delivery Experience (DX) and reduce customer effort.

The Program Specialist will be a key member of the DX team and will engage with stakeholders on a regular basis to help us achieve our goals.

The successful candidate will be based at Riyadh (Saudi Arabia) office.

Key job responsibilities
– Identify Delivery Experience improvement opportunities and work end to end till fix.
– Deep dives and completes root cause analysis of delivery outliers and trends and drives resolution of issues to closure.
– Able to balance dive deep and insights generation skills to drive structural fix.
– Able to influence stakeholders without authority to drive changes programmatically.
– Report DX project metrics, status updates and track own goals.
– Drives voice of the customer mechanisms to surface and address customer pain points on a continuous basis.

BASIC QUALIFICATIONS

– Excellent written and verbal communications skills with an ability to interact with senior stakeholders.
– Bar-raising stakeholder management and organization skills. Track record of working with senior stakeholders.
– Ability to get hands dirty in the detail but can also see the bigger picture.
– Ability to effectively manage multiple workstreams at the same time while maintaining a high level of quality.
– Confident creating reports for leadership consumption.
– Ability to take initiative even under unfamiliar or ambiguous circumstances – solid sense of accountability and sound personal judgment.
– Flexibility to respond quickly to change and reprioritize in the face of changing stakeholder demands.
– Data-driven decision making and deep dive skills, including SQL.
– Advanced skills with MS Word and MS Excel.

PREFERRED QUALIFICATIONS

– Background in ecommerce, retail or consulting industries.
– Experience coordinating delivery of customer experience, process improvement or cost savings programs.
– Practical experience in program management concepts, such as prioritization, governance, reporting and benefits validation.
– Experience establishing and consolidating program delivery metrics and status reports.
– Experience with project or program management tracking and planning tools.

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About Afaq Q Tech General Trading (Amazon)

"Make History

Amazon.com, a Fortune 500 company based in Seattle, Washington, opened on the World Wide Web in July 1995 and today offers Earth’s Biggest Selection. Since Jeff Bezos started Amazon.com, we have significantly expanded our product offerings, international sites, and worldwide network of fulfilment and customer service centres. Today, Amazon.com offers everything from books and electronics to tennis rackets and diamond jewellery.

If you thrive in a challenging and fast-paced environment, you’ll meet your match with us, as you will be part of a vibe of constant improvement, where the things you do at one moment, you will not necessarily be doing 6 months later. We don’t like to sit still, which is why we always treat every day like the first day. A day to make more good things happen for our customers. It’s that kind of spirit that drives our success now and keeps us ahead of the competition in the future. And you could be part of it. It’s as simple as this: Work Hard. Have Fun. Make History."