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At Amazon, we strive to be the Earths most customer-centric company. To get there, we need exceptionally talented, bright, and driven people.

Amazon's Customer Service (CS) department is seeking an experienced Senior Change Manager to join their Business Critical Assignment (BCA) team. This role will report directly to the Senior BCA Manager and will be a key member of the broader Global Programs team.

You will be responsible for driving high-visibility CS programs that directly impact the customer experience and performance of worldwide CS. You will be responsible for providing problem solving and program and change management support to global, regional, or country teams on strategic, business critical projects. You will lead assignments which span the global CS network and require solutions which consider the differing needs, timelines, and cultural considerations of regions and vertical business units.

This is a program and change manager role where you will be required to act as both the program and change manager. You will be the primary point of contact and single threaded leader for the coordination and management of strategic, cross-functional, business critical issues. These assignments are complex in nature and support vertical, global, regional, or country leaders priorities. The role requires expert influential leadership across all verticals and horizontals simultaneously with highly visible timelines, often aligning to CS VP level goals and beyond. You will manage multiple large-scale efforts concurrently from initiation through to closure with the flexibility to shift priorities at any given time.

The successful candidate will be an expert in stakeholder management, change management and influencing without authority, often leading project teams comprised of senior leadership. This role is a problem-solving thought leader, sought after for key functional and business decisions.
programs when needed.

Key job responsibilities
Key responsibilities:
- Primary point of contact and single threaded leader for the coordination and management of strategic, cross-functional responses to selected business critical issues.
- Indirectly manage a team of project managers and rotating talent on assignments as needed.
- Create targeted assignment plans including assignment scope, milestones, timelines, deliverables, reporting, communication, and handover to BAU process.
- Determine resource requirements for project team with the mix of program, project, specialist skill, and local expertise to best address the problem being addressed.
- Interact with cross-disciplinary and cross functional teams like CS Operations, Finance, Capacity Planning, software development, and IT to design the programs standard operational procedures, processes and technical requirements.
- Monitor the assigned project progress; anticipate risks, resolve issues, and initiate corrective action as appropriate.
- Create and adopt appropriate change frameworks to create a full change strategy with success criteria, to understand, and mitigate the people impact to drive engagement and adoption
- Manage the dependencies and the interfaces between BCA assignments and negotiate the trade-offs needed.
- Provide overall stakeholder management and assignment progress reporting on a regular basis.

We are open to hiring candidates to work out of one of the following locations:

Edinburgh, SCB, GBR

BASIC QUALIFICATIONS

- Experience owning program strategy, end to end delivery, and communicating results to senior leadership
- Experience using data and metrics to determine and drive improvements
- Experience in change management
- Experience in developing change management strategies including measuring the impact of change.
- A solid understanding of how people go through a change and the change process
- Experience working cross functionally with tech and non-tech teams

PREFERRED QUALIFICATIONS

- Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field
- Experience in driving process improvements