Sr. Program Manager, Amazon Customer Service

$104,100 - $185,000/Yr

Amazon - Austin, TX

Full-time - Mid Level

Austin, TX

Sporting Goods, Hobby, Musical Instrument, Book, and Miscellaneous Retailers

About the position

The Sr. Program Manager for Amazon Customer Service will play a crucial role in the Device, Digital & Alexa CS (D2AS) team, focusing on driving event launch readiness and managing high-visibility global programs that enhance customer experience. This position requires ownership of complex projects and the ability to innovate within the CS organization, ensuring effective communication and collaboration across diverse stakeholders.

Responsibilities

• Work across diverse, global stakeholders to ensure launch readiness for Prime Video live events.
• Scope and deliver complex, business critical programs end-to-end and drive and shape the overall program's strategy and roadmap.
• Define business and systems requirements working with internal and external customers.
• Define and execute the project plan from design to release, securing resources, and managing implementation.
• Clearly communicate goals, roles, responsibilities, and desired outcomes.
• Liaise with all departments to ensure relevant areas are engaged in time to develop deliverables within their area to support project deliverables.
• Support partner teams to refine processes and increase efficiency in line with program objectives.
• Make appropriate tradeoffs to optimize time-to-market in consultation with stakeholders.
• Manage multiple internal and external, cross functional and remote stakeholders.
• Develop change processes associated with program rollout and ongoing support.
• Track delivery against program objectives and implement proposals to improve program services and efficiencies.
• Scale existing programs to expand coverage of existing services or programs to additional domestic and international locations.
• Create and drive strategic change across the broader D2AS team.

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

• Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field
• 2+ years of driving process improvements experience.

Benefits

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