Description

Amazon is looking for a Sr. Program Manager who possesses a hybrid of program management and field experience in multi-national security, operational continuity, and high-risk crisis management. The successful candidate will have a passion for end-to-end crisis management excellence, is customer obsessed, and quickly earns stakeholder trust. The candidate will build and maintain a cadence of assessment and testing for the readiness of GSOC verticals in conjunction with globally dispersed partner organizations for the purpose of ensuring the highest level of readiness to manage large scale events, and small-scale high-impact crises. This includes, for example, a strategically planned schedule of announced and unannounced drills, and tabletop exercises for the purposes of internal continuous improvement.

Key job responsibilities

Build a resilient organization and prepare the business to be able to respond to a range of events that may pose risk to associates, operations, assets and brand

Strong analytical skills to interpret large volumes of data and identify trends

Ability to dive deep into operational processes to identify root causes of performance gaps and develop trainings to prevent reoccurrence

Work closely with upstream and downstream teams to ensure precision in process and service, and hold stakeholders accountable for progress on key actions and deliverables

Create reports and metrics to demonstrate progress towards goals, provide new insights, and regularly update senior leadership

Incorporate improvements to established trainings/procedures/processes related to standards/quality/customer escalations

Skills to execute multiple concurrent projects to meet business objectives in defined timeframes

Demonstrate ownership and end-to-end delivery of projects with detailed project plan creation and tracking

Self-starter comfortable working with autonomy, and can successfully prioritize and manage multiple assignments

A day in the life

Amazon offers a full range of benefits that support you and eligible family members, including domestic partners and their children. Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment. The benefits that generally apply to regular, full-time employees include:

1. Medical, Dental, and Vision Coverage

2. Maternity and Parental Leave Options

3. Paid Time Off (PTO)

4. 401(k) Plan

If you are not sure that every qualification on the list above describes you exactly, we'd still love to hear from you! At Amazon, we value people with unique backgrounds, experiences, and skillsets. If you’re passionate about this role and want to make an impact on a global scale, please apply!

About the team

The mission of Amazon Global Security Operations is to mitigate security and operational risks to our associates, physical assets, and brand. The Global Security Operations Center (GSOC) supports Amazon Worldwide Operations by providing 24/7 services including incident triage and crisis management support, alarm monitoring and response for Amazon associates, customers, and delivery drivers. Amazon is hiring a detail-oriented individual to support operational readiness at Amazon’s GSOC in Goodyear, Arizona.

Basic Qualifications

• 5+ years of program or project management experience

• Experience using data and metrics to determine and drive improvements

• Experience owning program strategy, end to end delivery, and communicating results to senior leadership

• Bachelor’s degree or 5+ years in Program Management, Education, Crisis Management, or Business Administration

• PMP Certification

• 3+ years of experience developing and delivering training and drills tailored to different audiences ranging from entry-level employees to senior leaders

• 3+ years of experience developing and delivering training and drills tailored to different audiences ranging from entry-level employees to senior leaders

• 3+ years of experience in a GSOC/Command Center/call center work environment

• Demonstrate working knowledge of project management tools and systems

Preferred Qualifications

• 2+ years of driving process improvements experience

• Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field

• Degree in Program Management, Education, Crisis Management, or Business Administration

• Experience working with training evaluation data sets to analyze and measure success

• Demonstrated experience of leading teams successfully to deliver large scale projects or change

• Demonstrated experience and effectiveness in creation, oversight, and execution of change management processes

• Strong written and verbal communication skills

• Experience using MS Office Suite and programs to include Outlook, Word, Excel, PowerPoint, Visio, SharePoint, Smartsheets, etc.

• Fluency in another language other than English is preferred (French, Arabic, German, Italian, Japanese, Spanish, Telugu, Hindi, Portuguese)

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. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.