Kimberley Harding

Senior Technical Program Manager @Amazon

Toronto, ON, CA

Led the technical delivery of for a new Customer Service system, Amazon Customer Care Centre (AC3). Spearheaded the migration across 23 countries and users.• Spearheaded planning, prioritization and execution of the most critical use cases responsible for onboarding teams, advising on solution and tracking their execution. • Developed metrics and data-driven recommendations that drove a key pivot in the program, the metrics aligned senior leadership in approving additional resources and a new launch date for the program. • Navigated complex stakeholder dynamics to build consensus across business and technology leadership, ensuring alignment on digital transformation decisions and driving the go/no-go process globally. • Simplified and scaled “one-click” reporting in a complex landscape of backlog dependencies.• Collaborated on designing a common schema and architecture to wire and establish the process to publish queries and CSA front end click stream events to the Contact Data Pipeline (CDP). • Drove an alignment on the query and mutation requirements with the Data Science team and helped design a proof of concept to publish events • Drove leadership alignment on resource requirements for CSA click stream telemetry team, driving the successful delivery of the 2024 goals. • Spearheaded goal discussions for 2025 goals and drove goal alignment.