Sr. Manager, Customer Experience Strategy, Insights, & Programs, Amazon AIR

Amazon • Bellevue, WA

1d • Onsite

About The Position

We are looking for a highly skilled and motivated Sr. Manager, CX Strategy, Insight and Program to help drive this vision via using data-driven insights. This thought leader will generate and leverage insights based on Amazon AIR’s unique data to lead strategic discussions with AIR business teams to advocate for our customers and drive the best delivery experience. This leader works closely with business partners to set business objectives, define success metrics, and generate delivery roadmaps. Experience working with major airline / transportation / supply chain companies in a strategic leadership role as a change agent working on communication planning will help this individual work more effectively. This is a builder role not just in terms of strategy, process, and execution, but also in terms of team, and the leader will need be comfortable getting into the weeds and being hands-on with the data. If you are not sure that every qualification on the list 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!

Requirements

• 7+ years of team management experience
• 5+ years of supply chain experience

Nice To Haves

• Experience implementing repeatable processes and driving automation or standardization
• Experience working with major airline / transportation / supply chain companies in a strategic leadership role as a change agent working on communication planning

Responsibilities

• Establishing a strategic AIR customer experience vision
• Leveraging program controllership mechanisms to drive accountability and mitigate risk
• Force multiplying through talent management practices and corresponding guiding principles
• Creation and evolution of a significantly complex cross-organizational vision that directly advances AIR customer experience through DEA - Amazon's commitment to our customers
• Establishing and maintaining cross-organizational alignment on a unified AIR customer experience vision
• Analyzing potential programs so as to identify those that are best aligned with our strategic customer experience objectives, and integrate within operational planning cycles (OP1 and OP2)
• Ensuring stakeholder accountability and mitigating risk through program controllership mechanisms that drive the speed, quality, and reliability of program execution across organizations
• Leveraging established standardized best practices and guardrails to hold internal and external stakeholders accountable to program milestones and quality standards, surfacing and mitigating unplanned risk through solutions that balance speed, accuracy, and brilliant basic trade-offs in a transparent and auditable mechanism
• Leveraging talent management practices and guiding principles to empower internal and external stakeholders to upskill and deliver more effective results
• Providing structured development and training resources for their team and key external stakeholders
• Embedding a culture of collective intelligence to drive continuous improvement at scale

Benefits

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

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed