Job Description

• 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

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  Exceptional written, verbal, and interpersonal communication skills; proven ability to guide cross-functional teams through influence versus direct management.
• Ability to deal with ambiguity in a fast-paced environment where not all processes and procedures are clearly defined. Agility to change directions quickly as needed.
• Ability to diagnose problems, identify root causes, and develop and drive appropriate solutions.
• Positive, proactive and always able to exercise great judgment.
• Strong business and HR acumen, including strong problem solving skills, critical thinking, and self-initiative.
• Ability to operate simultaneously and effectively in both tactical and strategic mode.

Job summary
How often have you had an opportunity to be an early member of a team that is tasked with solving a huge customer need through disruptive technology, and reinventing an industry?

The Team: We are an internal facing team that is at the core of Amazon's Just Walk Out Technology that powers Amazon Go. Go introduces a new retail shopping paradigm with no lines and no checkout. You simply use the Amazon Go app to enter the store, take what you want from our selection of fresh, delicious meals and grocery essentials, and go. Check it out at amazon.com/go.

We at CXQO, are building a virtual working program to allow employees to work from home while exceeding the experience of working from an office. CXQO is seeking a Virtual Workforce Program Manager to deliver projects that support this virtual work strategy; while continuously improving the current offering within existing virtual sites. The Virtual Workforce Program Manager will have a track record of flawless execution; continuous improvement of large service operations, tools, and processes; and demonstrating ownership as well as bias for action.

The Virtual Workforce Program Manager is responsible for driving the implementation/maintenance of virtual operations in region, as well as delivering virtual expansions to support CXQO’s Global Vision. They will assess the current state using data, and identify best practices to move the business forward. Strong Program Management skills including the ability to assess risks, anticipate bottlenecks, provide escalation management, make tradeoffs, and balance the business needs, are critical for this role. The Virtual Workforce Program Manager will collaborate with multiple stakeholders and groups to explore new potential locations, understand country specific requirements for virtual operations, and assist with technology rollouts in order to launch new virtual sites. The position involves regular communication with senior management on status, risks, and change control, for which cross-team coordination, writing, project management, and executive presentation skills are essential.

To be successful in this position, you need to be comfortable partnering with and driving various functional teams and individuals at all levels of the company and around the world, including but not limited to Global IT, Finance, Tax, Legal, HR, Recruitment, and Operations. This role requires a high degree of autonomy, self-possession, humor, drive, and the ability to problem solve. You will be well suited to this role if you excel in managing a variety of job responsibilities, are customer-focused, resourceful, team-oriented, and have an ability to work independently under time constraints. You should have a proven record of accomplishment in taking on end-to-end meaty problems, and successfully delivering results in a fast-paced and dynamic environment. You should not only be passionate about delivering virtual working solutions, but obsessed with driving meaningful results that ultimately impact our customers.

Key Responsibilities:

• Work with in-country virtual teams and support functions to drive improvements in the virtual working space.
• Work with Business Analyst (BA) Team to capture and report on Virtual and Bricks &Mortar (B&M) employee performance in region.
• Set up and lead virtual expansion project roadmaps, owning virtual country launches from initial concept formation to Day One, and pass off to regional Operations.
• Work with cross-functional organizations (e.g. Legal, Tax, IT, Infosec, Recruitment, H&S, etc.) to implement virtual operations in new countries.
• Influence stakeholders outside your direct area of responsibility to ensure project execution.
• Identify and mitigate risks, and remove roadblocks within projects.
• Drive periodic follow-up efforts among stakeholders to ensure projects’ adequate progress.
• Prepare communications for Senior Leaders to keep them informed of projects’ status, risks, and change control.
• Work with managers and Learning team to develop operating mechanisms and engagement solutions for a virtual workforce.

• Experience with HR processes and programs.
• Experience leading global program initiatives and/or process improvement efforts.
• Strong analytical and quantitative skills; strong bias towards data-based decision making and strength with financial and operational analysis.