Program Manager, Customer Trust External Relations

Amazon • Arlington, VA

10d • Onsite

About The Position

The Customer Trust External Relations (CTXR) team works to ensure global thought leaders, brands, policymakers, regulators, consumer advocates, and media understand Amazon's trustworthy shopping experience. This is achieved by demonstrating the effectiveness of customer-obsessed tools through evidence and storytelling, fostering and strengthening influential global relationships and partnerships to benefit consumers, and acting as a "voice of the customer" for product and tech teams. The Program Manager will support the CTXR team on key projects, drive program improvements, manage the team budget, oversee vendor contracts, and execute external events. This role involves working closely with program leaders, events lead, and administrative, Finance, and HR partners to structure, prioritize, and track programs. The Program Manager will be part of a global Strategic Initiatives team focused on centralization, mechanism adoption, and operational excellence. The ideal candidate is detail-oriented, organized, experienced in event planning and execution, and capable of meeting tight deadlines in a fast-paced, fluid environment. They should be flexible, maintain a sense of humor and composure, and be proactive in understanding and communicating business needs and translating them into solutions. Experience in building long-term, strategic relationships and becoming an influential partner is essential. The candidate must be willing to "roll up their sleeves" and dive into details to ensure customer and stakeholder needs are prioritized.

Requirements

• 3+ years of program or project management experience
• 3+ years of defining and implementing process improvement initiatives using data and metrics experience
• Experience using data and metrics to determine and drive improvements
• Experience working cross functionally with tech and non-tech teams
• Bachelor's degree or equivalent

Nice To Haves

• 3+ years of driving end to end delivery, and communicating results to senior leadership experience
• 3+ years of driving process improvements experience
• Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
• Experience building processes, project management, and schedules

Responsibilities

• Handle a high volume of requests, engagements, and interactions in a fast-paced environment.
• Maintain existing and set up new mechanisms for the CTXR team.
• Actively identify and resolve gaps or dependencies between projects, act on any not being tracked/actioned.
• Oversee a team’s budget, working closely with Finance and Billing to secure financial spending, and associated internal and external deadlines are met.
• Own and facilitate internal reporting for the team such as ROB calendars, upcoming deadlines, and more.
• Support event management and workflows, including pre-production logistics planning, onsite execution, and post-event wrap up.
• Development of project plans, and manage deliverables and timelines associated with the event plan.
• Track, collect, and report on event metrics, and analyze program elements for effectiveness to measure success and YoY improvement recommendations.

Benefits

• health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage)
• 401(k) matching
• paid time off
• parental leave
• sign-on payments
• restricted stock units (RSUs)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level