Project Manager- Case Management

Here is the new opportunity: Position: Project/Program Manager (Case Management)Location: Seattle, WA (Onsite)Timings: 40hrs/week Estimated Duration: 11+ months contract

Job Description:Responsible for the coordination and completion of project/program. Oversees all aspects of projects. Sets deadlines, assigns responsibilities, and monitors and summarizes progress of project/program. Prepares reports for upper management regarding status of project/program. May require a bachelor's degree and 4-7 years of experience in the field or in a related area. Familiar with a variety of the field's concepts, practices, and procedures. Relies on extensive experience and judgment to plan and accomplish goals. Performs a variety of tasks. Leads and directs the work of others. A wide degree of creativity and latitude is expected. Typically reports to a manager or head of a unit/department. Roles and Responsibilities:Contractor will be responsible for following and participating in Customer Experience case management supporting Amazon Devices Reverse Logistics processes to help Amazon Devices team scale up as the number of inbound requests fluctuate.Contractor will action end to end case management processing of inbound requests from intake tickets that includes solving replacement level issues for warranty support and lead Right to Repair requests. Right to Repair requests include support of logistics execution of requested spare parts and repair guides to end customers in adherence with government policy that reflects Amazon's compliance with new regulations and policy developments. Warranty support includes research and feedback on configurations and resolving with partner teams.Contractor will effectively work with relevant internal teams when intake requests that are incomplete and need further clarification for the Amazon Devices Reverse Logistics team to monitor and support.Contractor will provide program management level support through pulling and reporting KPIs for internal reviews including intake requests and resolutions, creating and deploying Customer Satisfaction Surveys for ADRL customers, compile the results and share findings with Amazon teams.Contractor will serve as a liaison to Digital Devices and Alexa Services (D2AS), Ring and Blink Customer Service (CS) teams by attending meetings and escalations related to Customer Experience issues. Basic qualifications:Owns all limited warranty policies.Providing replacements for out-of-stock items.Deep diving into data to identify root causes.Don’t need to be super techie but some experience in tech.Non-automated tasks so need this role to help offload some of those tasks.Right to repair cases.Dive into customer requests and how it would match up with processes.Driving conversations internally with engineers, materials management, compliance, legal, etc. to provide guidance on requests.Leading conversations around this.Customer Obsession | Bias for Action.Automation experience would be nice but not required.Someone who has more advanced Excel skills would be nice.Needs at least basic Microsoft Office skills.Role has some ambiguity.Handles about 2-3 tickets per week, lot of organizing.

Top 3 Skills:Microsoft OfficeCase managementResearch

Required Skills:Automation experience would be nice but not required.Someone who has more advanced Excel skills would be nice.Needs at least basic Microsoft Office skills.Role has some ambiguity.Handles about 2-3 tickets per week, lot of organizing.