Senior Program Manager, Amazon Customer Service

Amazon • Seattle, WA

15d • $115,600 - $160,000 • Onsite

About The Position

Amazon's Customer Service (CS) team is a critical part of the company's mission to be "Earth's most customer-centric company." The Associate Experience (AE) organization within CS focuses on developing products that offer effortless self-service and automation solutions for customers, and enable Customer Service Associates (CSAs) to effectively solve customer issues. This role is for a Senior Program Manager who will own the scoping, planning, and execution of high-impact programs. The position is highly visible across CS and other Amazon business units, requiring partnership and influence with multiple internal and external teams to deliver complex, cross-functional outcomes. The ideal candidate will have a strong program management background and experience leading medium to large programs with distributed stakeholders. The role involves anticipating bottlenecks, managing escalations, making trade-offs between business needs and technical/operational requirements, and demonstrating strong communication, data-driven decision-making, and experience managing complex operational challenges.

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 working cross functionally with tech and non-tech teams

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

Responsibilities

• Own program workstreams end-to-end, driving cross-organizational coordination to deliver outcomes at scale
• Coordinate with teams across multiple organizations to document requirements, secure commitments, and drive accountability with clear timelines
• Plan, sequence, and execute large-scale operational changes safely with appropriate communication and rollback plans
• Develop and maintain frameworks that ensure compliance with organizational standards and policies
• Manage cross-functional communications to ensure all affected stakeholders are informed, aligned, and prepared for changes
• Establish processes, tools, and tracking mechanisms to monitor program progress, identify risks, and report status to leadership
• Lead the resolution of escalations and exceptions, balancing business requirements with operational continuity
• Drive stakeholder alignment across Product, Technology, and Operations teams to ensure program requirements are met without disrupting business operations
• Write clear documentation and present program status, risks, and trade-offs to senior leadership through business reviews
• Identify opportunities to simplify and automate processes, reducing manual effort and improving long-term scalability

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: Senior