Senior Program Manager, Ops Employee Engagement en Barcelona

The role of the Sr. Program Manager, Americas and EMEA Employee Experience (EE) is the leader for employee engagement, supporting Selling Partner Support (SPS) across the Americas and EMEA regions, including the development and implementation of employee communication and engagement strategies, programs and experiences. The role would suit a tenacious, detail-orientated people person, with a passion for creating great experiences, an ability to lead through ambiguity and the agility to navigate a large-scale, complex business. The ideal person will be a role model for diversity, inclusion and able to help create a growth culture, based on learning, coaching and problem solving. Key Amazon leadership principles for the role include, but are not limited to, Customer Obsession, Earns Trust, Dive Deep and Invent and Simplify. The role can be located in Barcelona Spain, Cork Ireland, San Jose Costa Rica, or be virtually located and willing to travel frequently.


The role will help shape the employee experience strategy using Connection data, direct employee feedback and industry best practices. It will also proactively guide regional leadership through quantitative and qualitative data, drive change in response to employee sentiment, and report progress through several communication channels.

The role will work within the World Wide SPS Operations organization, partnering with other regions and key stakeholders to create cohesive programs, while working locally to continue to provide location specific options. A critical function of this role will be to provide program management leadership for locally based EE Champions (EECs)[1] as they conduct focus group discussions and support the creation/implementation of team-level action plans in partnership with leadership, employee forums and affinity groups.

Core Responsibilities:
· Work as part of a global team, developing innovative internal communications strategies, clear narratives and scalable tactics that are tailored to, and engage, the Selling Partner Support employee base
· Shared responsibly to develop the employee experience, career growth, engagement as well as diversity and inclusion strategies in Americas/EMEA, including specific communication strategies, programs and content
· Proactively build and manage relationships with key internal stakeholders across a range of businesses, functions and locations
· Provide expert internal communications counsel to Operations stakeholders and senior leaders within the organization, taking account of the legal and HR considerations across the regions
· Be the employee experience advocate, representing and protecting this through all strategies and decision-making.
· Lead an extended virtual team of PMs and Ops leaders, to deliver a robust agenda of regional and global deliverables
· Work to ensure that Selling Partner Support teams have a strong community and social responsibility engagement plan, in line with worldwide tenets and guidance, to ensure SPS is a good neighbor in the communities we operate.

Key Deliverables Include:
· Drive accountability and attainment of the SPS Employee Experience vision and goals, as stated our annual operating plan.
· Work closely with the "Employee Experience Champions (EECs)" to ensure our approach to optimizing employee experience in SPS is comprehensive and aligned across multiple countries.
· Build strong relationships with Site Leaders, and HR across their assigned geography, co-creating action plans for employee experience initiatives and providing regular updates and counsel.
· Manage the creation, design and coordination of key programs, such as Career Skills Program content across the regions.
· Guide EECs data collection and action planning efforts, ensuring they are driving improvement in every team, where we see an opportunity to improve employee experience.
· Collaborate with global EE team and Central Connections research efforts and share insights with regions where appropriate.
· Liaise with other Customer Trust and Partner Support (CTPS) teams and partners, to provide awareness of data trends and collaborate to identify opportunities to positively impact employee experience (for example, inform the Leadership Institute of possible opportunities based on Connections feedback).
§ Following each quarter close, conduct quantitative and qualitative analysis of employee experience in the region and report out a region/team summary of initiative implementation and effectiveness.
§ Contribute to regular program reporting including Flash Reports, MBRs, and QBRs by outlining trends, opportunities, and providing talking points to be Leadership.

Basic Qualifications:
· 10+ years’ experience in large-scale project/program management
· Demonstrated ability to understand and apply employee engagement best practices to support employee engagement and performance
· Demonstrated ability to deliver against high standards under tight deadlines and to be flexible in shifting priorities according to business needs
· Able to travel internationally (up to 35% of the time)
· Program Management experience that includes managing multiple cross-functional projects and initiatives in the Employee Experience, Diversity and Inclusion, as well as Corporate Social responsibility fields is essential
· Passionate advocate for employee engagement and experience, across all levels
· Excellent written and oral communication skills, with the ability to communicate complex information in a coherent manner.
· Strong data analytics and presentation skills.
· Demonstrated ability to influence and consult with others, deliver in a customer-centric manner.
· Desire to think beyond traditional employee experience initiatives and to innovate in this space.
· Ability to take initiative and be proactive, without waiting for direction.
· Comfortable dealing with ambiguity and able to form a cohesive and effective outcome from potentially incongruous facts and individual perspectives
· Possess a strategic approach to problem solving; able to anticipate potential reputational issues
· Ability to exercise high judgment and persuasion, particularly in narrow time-frames
· Willing to roll up one’s sleeves and get work done, even when at times it’s outside the scope of the job
· Keenly focused and able to pay painstaking attention to important details

Preferred Qualifications:
· A Bachelor's Degree in a relevant discipline or equivalent 12 years+ of direct experience
· Background working within the ecommerce or technology industries, preferably within the contact center environment.
· Lean Six Sigma knowledge, Prince2, PMP, or similar Project Management qualification.
· Experience working with multiple cultures across multiple geographies
· Experience working in an Operations environment (contact centers, call centers, etc.) driving improvements that have resulted in measurable business impact
· Ability to thrive in a high-energy environment where tactical and strategic activities are expected to be driven in parallel