HR Program Manager, Asia Pacific Customer Service

Job summary
The Customer Service People eXperience and Technology (CS PXT) team is looking for a talented Program Manager supporting Asia Pacific (AP). This role is preferred to be located in Singapore, but can be located in any virtual location in India.

The CS PXT Program Manager is a hands-on, analytical role that provides project support to PXT teams, including analysis of datasets pertaining to PXT programs, building and continuously improving our regional reporting mechanisms, and advising the PXT leadership team on strategic actions to drive improvements in the AP CS PXT network. The role operates with a high degree of autonomy and discretion in regards to the PXT function and supports projects/initiatives across the AP region (includes India, China, Japan, and Middle East) with an impact on 20,000 employees on average.

The ideal candidate is a passionate problem-solver and organized planner, very detail oriented, and with strong analytical skills. They have demonstrated ability to respond effectively and efficiently while maintaining flexibility in an ambiguous and fast-paced environment, requiring minimal guidance or supervision. Excellent written and verbal communication skills are essential.

Key job responsibilities
In this role you will:
• Build and maintain partnerships with the PXT team, CS Ops team, WWCS PXT PMO, and other regional and global stakeholders.
• Analyze diverse HR datasets across a range of tools and systems, and write compelling narrative to share data stories to stakeholders and equip them to make informed decisions and future plans.
• Build and continuously improve PXT reporting mechanisms, track program initiatives’ progress, and update PXT leadership on the status of in-flight programs.
• Support CS Operational and PXT Performance cycles and input requirements (annual program planning and goals, staffing plans, site metrics, etc.).
• Create and collaborate on change management communication that impacts the PXT employee experience.

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.

About the team
When you join the Customer Service People eXperience and Technology (CS PXT) team, you’ll be part of an engaging team of human resources professionals who collectively support the Worldwide Amazon Customer Service organization. Here, you’ll work with global leaders to optimize people strategy and the employee experience, leverage science and technology to grow internal capabilities and scale our business in a fair, responsible way, and engage employees to create fun, diverse, and inclusive teams. No matter your career path, you will make a positive difference in the daily lives of Amazonians and will help shape the future of our business.
• 3+ years experience in program or project management
• Experience defining program requirements and using data and metrics to determine improvements
• 3+ years experience working cross functionally with tech and non-tech teams
• Bachelor's Degree
• 4+ years of relevant consulting or program management experience
• Experience using data and metrics to draw business insights
• Strong track record of cross-organizational relationship building and communication.
• Proactive self-starter; able to work independently with little direction.
• Excellent planning, organizational and time management skills.
• Strong analytical skills, writing ability, and process orientation; uses data to back up decisions.
• Experience working in a global team
• Functional knowledge of HR operations, Talent, and DEI processes
• Experience working with and presenting to senior decision makers
• Proven, successful track record of navigating through ambiguous situations