What are the responsibilities and job description for the GREF Global Helpdesk Manager, GREF Internal Services position at Amazon?
DESCRIPTION
Are you passionate about improving the Amazonian workplace experience? Do you thrive in a fast-paced environment in which you have the opportunity to influence change? We are searching for a talented, customer obsessed Senior Program Manager to join the Global Real Estate and Facilities (GREF) Helpdesk team.
The GREF organization is responsible for creating the spaces that inspire Amazonians to make history. The globally diverse team manages Amazon’s corporate offices in more than 60 countries. GREF provides real estate transactions expertise, business partnering, space and occupancy planning, design and construction, capital investment program management, facility maintenance, and operations all contributing to the employee experience and leveraging places and programs to enable culture to thrive at Amazon.
In this role, you will build and scale programs to simplify how Amazonians interact with GREF for all their workplace needs, define new performance metrics and establish a voice of the customer mechanism. Your work will directly support on-going, data-driven decision making. The role is highly visible within Amazon and provides opportunity to influence thinking across multiple teams. You should have strong analytical and communication skills, attention to detail, ability to dive deep and quickly form conclusions, and have a passion to improve workplace experience across Amazon. The ideal candidate will have a proven track record of leading complex initiatives and driving measurable results in a customer-centric environment.
The optimal candidate is an experienced and engaging professional who will excel within an entrepreneurial culture – providing vision, leadership, and communication – not afraid to dive deep into details and take ownership. They should also understand the nuance of being approachable, while at the same time consultative– providing direction/recommendations and fostering transparent relationships. The candidate must be able to balance frugality with creativity in offering solutions and approach problem-solving with an emphasis on root cause. An ideal candidate is able to navigate high level of ambiguity and demonstrate a bias for action, taking calculated risks in a fast-paced environment.
Key job responsibilities
• Voice of the Customer: Define and implement a voice of the customer closed-loop mechanism to drive continuous improvement.
• Strategic Operations & Execution: Design, implement, and continuously refine GREF Helpdesk processes across multiple channels and teams. Develop and maintain process documentation, ensuring clarity and consistency in service delivery.
• Performance Analysis and Improvement: Review and analyze key performance indicators (KPIs) to identify trends, bottlenecks, and improvement opportunities. Lead data-driven initiatives to enhance customer satisfaction, reduce response times, and improve overall service efficiency.
• Defect Reduction: Spearhead defect reduction initiatives across the customer service ecosystem. Implement root cause analysis methodologies and corrective action plans to address recurring issues in partnership with GREF Program leads.
• Service Content Management: Own and optimize GREF service content in partnership with Customer Insights, Communications and GREF Program leads, including knowledge bases, scripts, and customer-facing materials and workflows.
BASIC QUALIFICATIONS
• Bachelor’s degree or equivalent in professional experience.
• 7 years with a large global program management with at least 1 year in customer service or related operations.
PREFERRED QUALIFICATIONS
• Proven track record of leading large-scale process improvement initiatives and delivering measurable results.
• Strong analytical skills with experience in data-driven decision making and performance metrics.
• Superior communication and interpersonal skills, with the ability to influence and collaborate across all levels of the organization.
• Proficiency in relevant software tools (e.g., Salesforce, Jira, Tableau, MS Office Suite).
• Proven decision making and problem-solving capabilities with strong follow up skills and attention to detail.
• Excellent oral and written communication skills with exceptional ability to translate ideas and thoughts in written presentations.
• Demonstrated exceptional project management, organization and planning skills applied in a fast paced, multi-tasking environment.
• Ability to deal with issues and subject matter in ways that requires considerable sensitivity, discretion, and judgment
• Six Sigma or PMP certification.
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.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
