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Sr. Technical Program Manager, Voice of Customer | Defect Elimination
Amazon.com - Seattle, WA
posted 2 days ago
About the position
Come join a creative team of leaders & work with dedicated engineers to building hub of Customer Obsession at Amazon. "We see our customers as invited guests to a party, and we are the hosts. It's our job every day to make every important aspect of the customer experience a little bit better." - Jeff Bezos, Founder & CEO. We didn't make Amazon a multi-billion dollar company, our customers did and we want to ensure that our customers have a positive experience that keeps them coming back to Amazon. To help achieve this, the Worldwide Defect Elimination (WWDE) team relentlessly focuses on maintaining customer trust by building products that offer appropriate resolutions to resolve issues faced by our customers. The WWDE org creates shared services to fulfill the vision of hub that channels voice of customer that enable business teams across Amazon to demonstrate their Customer Obsession. We build and own services that process billions of customer feedback items near-real time, provide self-service suite of products and services that easily finds, identifies, and ensures relevant customer feedback is addressed by the right stakeholders at the right time. Ultimately this vision drives the Amazon flywheel by generating business insights, surfacing opportunities for customer delighters that can be actioned to improve experiences, exposing defects that are connected to defect resolvers across Amazon to eliminate defects resulting in improved customer experience. We utilize Machine Learning (ML) and Large Language Models to constantly listen to these signals and identify systemic and recurring root cause defects which are then relayed to upstream Amazon ordering and fulfilment systems to ensure such defects are eliminated at the source. WWDE uses this hub to drive the famous Andon Cord mechanism at Amazon.
Responsibilities
- Responsible for the end to end delivery of a product.
- Work with various Technical Program Managers and Development Managers to ensure that status is properly reported.
- Support the team in making appropriate trade-offs to optimize time-to-market.
- Clearly communicate goals, roles, responsibilities, and desired outcomes to internal cross-functional and remote project teams.
- Discover the true requirements underlying feature requests.
- Recommend alternative technical and business approaches.
- Lead engineering efforts to meet aggressive timelines.
- Communicate with senior management on status, risks and required mitigations.
Requirements
- 5+ years of technical product or program management experience.
- 7+ years of working directly with engineering teams experience.
- 3+ years of software development experience.
- 5+ years of technical program management working directly with software engineering teams experience.
- Experience managing programs across cross functional teams, building processes and coordinating release schedules.
- Bachelor's Degree.
Nice-to-haves
- 5+ years of project management disciplines including scope, schedule, budget, quality, along with risk and critical path management experience.
- Experience managing projects across cross functional teams, building sustainable processes and coordinating release schedules.
- Experience defining KPI's/SLA's used to drive multi-million dollar businesses and reporting to senior leadership.
Benefits
- Medical, Dental, and Vision Coverage
- Maternity and Parental Leave Options
- Paid Time Off (PTO)
- 401(k) Plan
