Senior Program Manager, Customer Service, Amazon World Wide Operations

$92,500 - $185,000/Yr

Amazon - Nashville, TN

Full-time - Mid Level

Hybrid - Nashville, TN

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

About the position

Amazon Worldwide Operations is seeking a Senior Program Manager to lead complex, cross-functional projects within Amazon Transportation Services. This role requires strategic thinking, strong program management skills, and the ability to drive execution across multiple teams. The Senior Program Manager will be responsible for developing program strategies, managing project lifecycles, and communicating effectively with senior management to ensure successful outcomes in a dynamic environment.

Responsibilities

• Manage full lifecycle of complex cross-functional programs with considerable impact across multiple organizations
• Develop the overall program strategy and drive teams to deliver results
• Define the program mission, vision, and objectives, and analyze data to drive improvements
• Work autonomously in an ambiguous environment to understand business problems and limitations
• Partner with teams across the business to source, allocate, and coordinate resources
• Oversee gaps between teams and processes to reduce exposure to failure modes
• Solve ambiguous problems and proactively identify and mitigate risks
• Communicate and impact critical business initiatives with program managers and business leaders
• Develop, implement, and govern KPI reporting for a portfolio of programs
• Engage with other Amazon business units globally to share best practices and improve outcomes
• Create, communicate, and manage project budgets

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 in Business, Engineering, Operations, Supply Chain, Transportation Logistics, or related field

Nice-to-haves

• Master's degree or MBA in business, operations, human resources, or related field
• Practical application of program management methodology including PMP/Lean Six Sigma/Kaizen
• Advanced knowledge of analytical tools such as SQL, Tableau, MS Excel, or Microsoft Access
• Demonstrated ability working in an ambiguous environment
• Experience handling changing priorities and using good judgment in stressful situations
• Demonstrable problem-solving, mathematic, and analytical skills
• Proven ability to influence stakeholders without authority
• Executive level written and oral communication skills
• High attention to detail and ability to manage multiple projects simultaneously
• Demonstrated success in strategic thinking and methodical execution
• Analytical skills with the ability to use data to back up assumptions

Benefits

• Full range of medical benefits
• Financial benefits including equity and sign-on payments
• Comprehensive employee benefits package