Senior Program Manager, Operational Excellence, Amazon Customer Service
About The Position
Customer experience is at the heart of all we do at Amazon, as we strive to be Earth’s most customer centric company. Amazon Customer Service (CS) is at the forefront of customer experience, working relentlessly to provide customers a convenient, high quality, and delightful experience – across all of our CS channels – in every interaction. We are seeking an experienced and highly skilled Program Manager to lead key Rhythm of Business programs and mechanisms. In this role, you will own critical business operations processes end-to-end and help ensure alignment from top to bottom. You will have strategic insight and tactical execution in balance to drive effective and efficient Rhythm of Business goals. You will own complex CS-Wide initiatives that require cross-functional coordination and detailed understanding of our business. This role requires excellent program management skills including across stakeholder management, program design, program governance, and navigating ambiguity to deliver results. You will be operating at the scale of Amazon CS and with other Rhythm of Business leaders throughout our organization.
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
- Experience implementing repeatable processes and driving automation or standardization
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
- Knowledge of general AI tools
- Experience defining and executing program requirements
Responsibilities
- Design, implement and manage key Rhythm of Business programs that support business operations across CS (e.g., Think Big, OP1)
- Provide detailed program management design and implementation to ensure high quality and efficient programs in practice. Review programs regularly.
- Be the face of Rhythm of Business for CS across our team and with internal partner teams across Amazon. Ensure leadership alignment with programs and initiatives. Create working group to support our goals for operational efficiency and effectiveness.
- See around corners to decide the next types of programs and tooling we need in CS to drive us towards our goals. Design and implement new programs and advocate for the right resources to ensure we deliver on time and at high quality.
- Define KPIs and metrics to measure program success. Leverage new technologies and tools, including with AI, to help us solve our business operations challenges.
- Be proactive in navigating ambiguous business challenges to a successful outcome by driving clarity and structure.
- Act as the key connection point across the organization, ensuring alignment, effective communication, and seamless execution.
Benefits
- sign-on payments
- restricted stock units (RSUs)
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Senior
