Program Manager, Self Service & Automation, Customer Engagement Technology
Amazon.com - Seattle, WA
posted 2 days ago
About the position
Are you someone who cares about customer experience and wants to be involved in delivering innovative support experiences for customers of Amazon's products using Artificial Intelligence? Then we're looking for you! We are seeking a Program Manager to join the Customer Engagement Technology (CET) Team. You will be responsible for driving a high-visibility program of reducing customer service contacts that go to an agent through the expansion of our automated tools as well as through Artificial Intelligence (AI). You will own and execute a complex projects and programs that spans across the globe and multiple organizations within Amazon. You will be a thought leader and innovator within the organization. The successful candidate has a collaborative work style, an innovative mindset, and an unparalleled work ethic. You have an excellent record of complex project and program delivery, from conception and design through implementation, measurement, closure and handover.
Responsibilities
- Be a singular owner of the program, managing all aspects of stakeholder engagement and deliverables from inception to launch, as well as the overall program's strategy and roadmap.
- Define business and systems requirements working with internal and external customers.
- Define and execute the project plan from design to release, securing resources, and managing implementation.
- Clearly communicate goals, roles, responsibilities, and desired outcomes.
- Work collaboratively with all departments to ensure relevant areas are engaged in time to develop deliverables within their area to support project deliverables.
- Support partner teams to refine processes and increase efficiency in line with program objectives.
- Make appropriate tradeoffs to optimize time-to-market in consultation with stakeholders.
- Manage multiple internal and external, cross functional and remote stakeholders.
- Develop change processes associated with program rollout and ongoing support.
- Track delivery against program objectives and implement proposals to improve program services and efficiencies.
- Scale existing programs to expand coverage of existing services or programs to additional domestic and international locations.
- Ideate and drive strategic change across the broader CET team.
Requirements
- 3+ years of program or project management experience
- 3+ years of defining and implementing process improvement initiatives using data and metrics experience
- Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL
- Experience using data and metrics to determine and drive improvements
- Experience working cross functionally with tech and non-tech teams
Nice-to-haves
- 3+ years of driving end to end delivery, and communicating results to senior leadership experience
- 3+ years of driving process improvements experience
- Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
- Experience building processes, project management, and schedules
Benefits
- Comprehensive benefits package
- Equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package
- Full range of medical, financial, and/or other benefits
