Job description

Description

The Senior Program Manager, Americas Customer Experience, is a core member of Amazon's Worldwide Customer Service organization. This team proactively engages with business stakeholders across the company to leverage the voice of the customer, drive continuous improvement, and launch new programs across some of the fastest growing markets in the world. A successful candidate will have experience managing complex business challenges and have the ability to influence and drive large cross-functional initiatives forward. They will have a strong bias toward data driven decision-making, and an innate ability to understand how metrics relate to business problems.

Because the person in this role will influence team members across multiple countries, you will also need to be highly collaborative and able to influence without authority.

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Key job responsibilities
• Vision and Roadmap Development: Craft strategic program roadmap and vision to address key customer pain-points.
• Customer-Centric Approach: Utilize a deep understanding of customer behavior and preferences to translate data into actionable user stories. Identify opportunities for improving the overall customer experience, focusing on processes and policies impacting customer service.
• Stakeholder Collaboration: Work closely with multiple internal stakeholders -- program/product managers, category teams, finance, legal, operations associates and engineers to deliver on your roadmap.
• Program Management: Demonstrate excellent program management skills to deliver results within a fast-paced environment. Drive programs end-to-end including business goals, technical solutions, to improve customer experience.
• Deep Dive & Communication: Utilize large data sets to draw actionable inferences and communicate clear and concisely to business and technology teams.
• Independent Operation: Operate independently while upholding a strong sense of accountability and ownership. Exercise judgment, creativity, and influence to navigate challenges and drive project success.

A day in the life

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

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. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.

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.

Company - Amazon.com Services LLC

Job ID: A2716730