Sr. Program Manager, CS Self Service & Automation, Customer Engagement Technology

Amazon-posted about 1 year ago
$104,100 - $185,000/Yr
Full-time • Mid Level
Seattle, WA
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The Senior Program Manager for Customer Engagement Technology (CET) at Amazon is responsible for leading high-visibility programs aimed at reducing customer service contacts through the expansion of automated tools and Generative Artificial Intelligence (AI). This role involves managing complex projects across multiple organizations globally, ensuring effective stakeholder engagement, and driving strategic change within the CET team to enhance customer experiences.

  • Own and manage all aspects of the program from inception to launch, including stakeholder engagement and deliverables.
  • Define business and systems requirements in collaboration with internal and external customers.
  • Develop and execute project plans from design to release, securing necessary resources and managing implementation.
  • Communicate goals, roles, responsibilities, and desired outcomes clearly to all stakeholders.
  • Collaborate with various departments to ensure timely engagement and support for project deliverables.
  • Make tradeoffs to optimize time-to-market in consultation with stakeholders.
  • Manage multiple internal and external stakeholders across different functions and locations.
  • Develop change processes for program rollout and ongoing support.
  • Track delivery against program objectives and propose improvements for services and efficiencies.
  • Scale existing programs to expand coverage to additional locations domestically and internationally.
  • Drive strategic change initiatives across the CET team.
  • 5+ years of program or project management experience.
  • Experience using data and metrics to drive improvements.
  • Proven experience in owning program strategy and end-to-end delivery, with effective communication of results to senior leadership.
  • Bachelor's degree in a relevant field.
  • Intuitive understanding of customer experience optimization.
  • 2+ years of experience in driving process improvements.
  • Master's degree or MBA in business, operations, human resources, or related fields.
  • Medical, Dental, and Vision Coverage
  • Maternity and Parental Leave Options
  • Paid Time Off (PTO)
  • 401(k) Plan
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