Senior Program Manager, Customer Service Technology, Amazon World Wide Operations

$104,100 - $185,000/Yr

Amazon - Seattle, WA

Full-time - Mid Level

Hybrid - Seattle, WA

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

About the position

The Senior Program Manager for Customer Service Technology at Amazon is responsible for managing complex cross-functional programs that significantly impact multiple organizations. This role requires strategic thinking, program management expertise, and the ability to drive projects in a fast-paced environment. The position involves developing program strategies, defining objectives, analyzing data, and improving processes to enhance customer experience.

Responsibilities

• Manage full lifecycle of complex cross-functional programs with considerable impact across multiple organizations
• Develop the overall program strategy, tactically driving teams in and outside of your organization to deliver
• Define the program (mission, vision, tenets), set objectives, analyze data and drive improvements that are quantified with metrics
• Work autonomously in an ambiguous environment, seeking to understand business problems, automation limitations, scaling factors, boundary conditions and reasons behind leadership decisions
• Partner with teams across the business you support and beyond to source, allocate, and coordinate resources
• Partner with customers, internal/external teams, and engineering teams to determine what projects move forward and in what priority order
• Oversee gaps between teams, processes and systems, helping teams reduce exposure to classic failure modes
• Solve ambiguous problems and proactively identify and mitigate risks
• Work with program managers, business leaders and executive team to communicate and impact critical business initiatives
• Develop, implement, and govern KPI reporting for a portfolio of programs, providing visibility to the milestones, and performance across all projects
• Engage other Amazon business units globally to share best practices and improve end to end outcomes for Amazon customers
• Create, communicate, and manage budget for projects

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

Nice-to-haves

• 2+ years of driving process improvements experience
• Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field

Benefits

• Competitive salary
• Equity and sign-on payments
• Comprehensive medical benefits
• Financial benefits
• Employee discounts
• Flexible work arrangements