Justin Fitch
Program Manager Ii @Amazon
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WORK HISTORY
Program Manager Ii @Amazon
Las Vegas, NV, US
Lead the strategy, operations, and continuous improvement of a global customer service program spanning three international sites in Jamaica, Mexico, and South Africa. Oversee a large-scale operation with over 300 direct reports across multiple customer service channels.Direct end-to-end program management for global customer service delivery, ensuring consistent service excellence, operational efficiency, and alignment with business objectives across three geographically dispersed sites.Manage and develop a team of over 300 direct reports, providing leadership, coaching, and performance oversight while fostering a high-performance, customer-centric culture.Drive cross-functional coordination with global stakeholders including Operations, Finance, Technology, Quality, and Executive Leadership to deliver seamless multi-channel customer support (voice, chat, email, social, etc.).Establish program governance, KPIs, and reporting frameworks to monitor performance, identify risks, and implement proactive improvements that enhance service quality, agent productivity, and customer satisfaction.Lead strategic initiatives to standardize processes, implement best practices, and scale operations across regions while navigating cultural, regulatory, and time-zone differences.Partner with senior leadership to translate business goals into executable program strategies, consistently delivering measurable improvements in operational metrics, cost efficiency, and customer experience.
EDUCATION
Apple Valley High School
Master's Degree
Mt. San Antonio College
General Education, General Studies
Apple Valley High School
Diploma, General Studies
Mt. San Antonio College
High School Diploma
ABOUT JUSTIN FITCH
Strategic Program Manager II responsible for overseeing a global customer service program across three sites in Jamaica, Mexico, and South Africa. Lead a high-performing team of 300+ direct reports and manage multi-million dollar annual budgets across multiple service channels. Focused on driving operational excellence, cost optimization, process standardization, and exceptional customer experiences in a complex, multicultural environment.A motivated leader, think tank and coach. Thrive in building relationships and helping others reach their goals by out of the box thinking, honesty and humor. Have a great love for life while looking to always improve myself. Driven to succeed and give my best under any circumstance.
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