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Kindle Project Manager/Business Analyst

Permanent | Full Time
Last updated:

Job Description

Amazon's Kindle Customer Service (CS) department is seeking an experienced Project Manager with strong Business Analyst background to join the team. The successful candidate will be a key member of the WW Kindle CS team. You will be responsible for delivering various projects that will directly impact the customer experience.

You must be a tenacious Project manager who has owned and taken full responsibility for the delivery of complex simultaneous projects, preferable within the customer service content space. You will be comfortable in a fast-paced multi-tasked environment, with ability to scope, schedule, manage and drive the projects to completion.

Depending on the applicant, this role can be based in the Cork, Berlin or Luxembourg office.

Key Responsibilities:
  • Lead and manage the planning and implementation of the project or projects you are assigned to.
  • Define and document the scope, goals and deliverables of the project and get approval and agreement on them
  • Define the project tasks and resource requirements needed to deliver to your project
  • Create, communicate and manage the schedule to deliver and work with cross functional teams to secure the relevant resources.
  • Monitor and track the project deliverables and project progress.
  • Manage risks, resolve issues and initiating corrective action as appropriate.
  • Stakeholder's management and project progress reporting
  • End to end responsibility for ensuring a quality delivery that meets internal customer expectations
  • Communicate project status to CS, business and operations' management, providing useful and timely reports
  • Recognize and pursue opportunities for improvements in process and efficiencies, collaborating with Black Belt and Operational teams
  • Collaborate with other worldwide CS and technical teams to continuously innovate and redesign all customer-facing documentation, to facilitate more customer self-service activity and to cater for cultural customer needs.
  • Produce and analyze metrics using SQL queries and MS Excel, and use the results to drive improvements to the overall customer experience

  • Proven ability to comfortably define the scope and plan accordingly for the project
  • Excellent communicator both verbally and written with an ability to communicate with all levels in the organization (technical, business, executive).
  • Planning and organizing
  • Technically savvy with a good technical aptitude of SQL and databases/DW
  • Ability to deep dive and quickly gain a deep understanding of the processes that are underpinning the projects
  • Good decision maker who proactively makes the right decisions, but know how to systematically escalate problems to get support where needed.
  • Think and act both strategically and tactically and good problem solver
  • On a personal level you will be a great team player, adaptable and dependable.

  • Bachelor's Degree Educated in Business, Business Information Systems, Computer Science or equivalent
  • Strong people leadership including remote management
  • Fluent English and one additional European language (German, Italian, French or Spanish) -- spoken, reading and written.
  • Sound business background, preferably working in a Customer Service or outsource environment.
  • Qualified candidates will have 2 to 3 years Project Management experience
  • Should have a proven track record in the delivery of large scale complex cross-functional projects.
  • PMP certified or equivalent project management certification a distinct advantage
  • Practiced working knowledge of Six Sigma tools and Lean techniques.

Related Sectors:
Call-Centre / Customer Service , Multi-lingual , Managers / Supervisors
Related Locations:
Dublin City Centre , Cork , Europe

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