DESCRIPTION

AWS Applications and Higher Level Abstractions (Apps) provides horizontal and industry vertical applications for business users with the same on-demand scalability, reliability, pay-as-you-go pricing, and machine learning expertise that drive AWS services. The AWS Applications group includes services such as Amazon Connect (a cost-effective cloud contact center), our End User Computing (including Amazon Workspaces, AppStream, etc.), Marketing Tech (Amazon Pinpoint), and Autonomous Checkout and Biometric Identity Services (Just Walk Out, Amazon One) for retail, sports, travel, and other verticals.

Amazon Just Walk Out (JWO) is seeking a Principal Program Manager, Customer Support to build a global Customer Support system and operational support programs for our customers. This role will construct new customer support models and programs from scratch and set the global vision for JWO Customer support. They will define, build, and scale our global Customer Support strategy, build required playbooks, processes, and mechanisms to deliver this mandate. In this role, you will design the infrastructure for post-launch needs, engage with both internal and external customers to define requirements, and oversee distributed customer service program teams. This role never stops iterating our model and innovating on behalf of our customers. The challenge and reward of this role is building from scratch ideas, programs, and teams that revolutionize the retail landscape.

Key job responsibilities
– Lead key, strategic projects for large, complex work streams, identifying, assessing, and prioritizing opportunities based on strategic goals, business needs, and customer value.
– Organize and structure teams to deliver and execute program milestones.
– Consult with key partners to determine program prioritization, while sourcing and coordinating resources.
– Proactively monitor progress against goals while anticipating and mitigating risks, creating and owning solutions, and successfully resolving issues.
– Act as a subject matter expert by contributing perspective, insights, and knowledge to guide the establishment of new processes and systems.

A day in the life
A successful candidate will thrive in ambiguity, bringing process and discipline to a highly dynamic and fluid environment. This person will excel at managing and influencing broad stakeholder groups, establish best-practices that can be scaled across the organization, and have the ability to crisply communicate deliverables. This person will have excellent program management, problem solving and communication skills and be able to effectively interact with technical and non-technical stakeholders at all levels.

The candidate should be able to drive a strategic vision, play an integral role in determining strategy, resources, features, schedules, and process for cross-company projects. They operate with significant autonomy, and demonstrate creativity and judgement when confronted with complex issues. This leader must have a strong entrepreneurial spirit and a passion for technology. The scope of work will have a large and measurable impact on Amazon Just Walk Out Technology.

About the team
Just Walk Out Technology is more start-up than big-company, a group of entrepreneurial, analytical, and creative leaders with innovation at our core. We’re pushing the state of the art in helping customers shop in engaging, fast and safe ways. Our checkout-free shopping experience is made possible by our proprietary technology, which automatically detects when products are taken from or returned to the shelves and keeps track of them in a virtual cart. When you’re done shopping, you can just leave the store. Shortly after, we’ll charge your authorized payment method and send you a receipt. Check it out at amazon.com/go.

Designed and custom-built by Amazonians, our Just Walk Out Technology uses a variety of technologies including computer vision, sensor fusion, and advanced machine learning. Innovation is part of our DNA! Our goal is to be Earths’ most customer centric company and we are just getting started. We need people who want to join an ambitious program that continues to push the state of the art in computer vision, machine learning, distributed systems and hardware design.

Diverse Experiences
Amazon values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying.

Why AWS
Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating – that’s why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.

Work/Life Balance
We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve in the cloud.

Inclusive Team Culture
Here at AWS, it’s in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences, inspire us to never stop embracing our uniqueness.

Mentorship and Career Growth
We’re continuously raising our performance bar as we strive to become Earth’s Best Employer. That’s why you’ll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.

BASIC QUALIFICATIONS

– 7+ years of working cross functionally with tech and non-tech teams experience
– 7+ years of program or project management experience
– 7+ years of managing, analyzing and communicating results to senior leadership experience
– Bachelor’s degree
– Experience defining program requirements and using data and metrics to determine improvements

PREFERRED QUALIFICATIONS

– Experience delivering projects within scope, time, budget and quality

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $124,900/year in our lowest geographic market up to $206,500/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.

USA, WA, Seattle