Sr. Program Manager, Amazon Customer Service
DESCRIPTION
The Worldwide (WW) Concessions Planning Sr. Program Manager will have cross functional responsibilities and needs to be passionate about the customer defect reduction experience, as well as cross-team partnerships to deliver the business' impact.
The position involves regular interactions with the internal stakeholders on status, risks and is a key contributor to weekly and monthly mechanisms which aim to provide improved customer experience as Amazon launches initiatives or initiates changes, makes improvements across tools, adds new features, or creates/updated policies or programs.
Key job responsibilities
- Interface between Amazon Regional business teams and Customer Service (CS) Concessions to facilitate defect reduction goals.
- Collaborate with operational, product, finance, and business intelligence (BI) teams to identify, define and specify solutions
- Establish collaborative relationships with business teams to build roadmaps
- Be a visible and vocal role model across the wider business for Amazon’s customer-centric culture
A day in the life
- Lead and influence stakeholders to ensure timely completion of projects by meeting project milestones.
- Assess risks, anticipate bottlenecks, provide escalation management, make tradeoffs.
If you are not sure that every qualification on the list above describes you exactly, we'd still love to hear from you! At Amazon, we value people with unique backgrounds, experiences, and skillsets. If you’re passionate about this role and want to make an impact on a global scale, please apply!
Amazon offers a full range of benefits that support you and eligible family members, including domestic partners and their children. Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment. The benefits that generally apply to regular, full-time employees include:
1. Medical, Dental, and Vision Coverage
2. Maternity and Parental Leave Options
3. Paid Time Off (PTO)
4. 401(k) Plan
About the team
Worldwide CS Concessions owns creating goals for defect reduction, improving, and delivering results for the various aspects of the customer journey. We act as a central point of contact with different partners, and key stakeholders. We coordinate with WW teams, finance to ensure defect reduction improvement relation project implementation timelines, drive adherence to key milestones, and triage any blockers that arise.
BASIC QUALIFICATIONS
- 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
PREFERRED QUALIFICATIONS
- 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
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $104,100/year in our lowest geographic market up to $185,000/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.