Senior Program Manager, Customer Experience, Worldwide Customer Service

$104,100 - $185,000/Yr

Amazon - Seattle, WA

Full-time - Mid Level

Seattle, WA

Sporting Goods, Hobby, Musical Instrument, Book, and Miscellaneous Retailers

About the position

The Senior Program Manager, Customer Experience, at Amazon is a pivotal role within the Worldwide Customer Service organization, focusing on enhancing customer experience through strategic program management. This position involves collaborating with various business stakeholders to leverage customer feedback, drive continuous improvement, and implement innovative solutions across rapidly growing markets. The ideal candidate will possess strong analytical skills, a data-driven mindset, and the ability to influence cross-functional teams to achieve business objectives.

Responsibilities

• Drive the expansion and management of a strategic roadmap involving unique and innovative customer solutions.
• Define areas of focus/opportunity supported by analysis, develop solutions, identify owners, set delivery/completion dates and set up mechanisms to ensure programs are on track.
• Identify and resolve issues that affect customer experience and may impair the team's ability to meet strategic, product, and technical goals.
• Build relationships across Amazon teams to deliver on your roadmap. Partner with program/product managers, category teams, finance, legal, operations associates and engineers to deliver on your roadmap.
• Operate autonomously; drive programs end-to-end including business goals, technical solutions, to improve customer experience.
• Communicate clear and concise expectations and requirements with business and technology teams.
• Present well-reasoned and data-driven proposals in both verbal and written form.

Requirements

• 5+ years of program or project management experience
• Experience using data and metrics to determine and drive improvements
• Experience owning program strategy, end to end delivery, and communicating results to senior leadership
• Bachelor's degree
• Experience leading process improvements
• 3+ years of leading large complex programs experience

Nice-to-haves

• Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field

Benefits

• Medical, Dental, and Vision Coverage
• Maternity and Parental Leave Options
• Paid Time Off (PTO)
• 401(k) Plan