DESCRIPTION

Amazon Customer Service (CS) is looking for a Program Manager to join the Amazon Stores Americas Quality Program. In this role, you will lead a program within the regional Quality team. You will play a key role in ensuring Amazon customers have a world-class customer experience, and internal Amazon teams are consistently raising the bar to accomplish this.

The role is centered on developing insights and eliminating defects in quality that affect our customers: 1) Creating mechanisms to identify, investigate, and solve defects affecting quality, 2) Working collaboratively across our partner teams (eg: Global Quality, CS Operations, Defect Elimination program teams, etc.) to combine efforts to solve problems, 3) Developing data-driven approaches alongside our Analytics and Voice of the Customer teams to rapidly identify defects, opportunity areas, and trends at scale, 4) Create forums, alignment, and commitments across business and partner teams to expand the scale and teams committed to driving solutions.

The role requires thinking broadly and rallying resources against a common goal of solving the biggest issues our customers face. You will partner with Americas regional Operations, product, and program teams to define aligned strategies and roadmaps to achieve improvement goals. This includes evaluating data, providing root cause insights, and using multiple defect elimination methods to solve.

A successful candidate possesses strong business judgment, can effectively drive direct and indirect teams against a shared strategy, and strong continuous improvement capabilities. Demonstrated ability to define, design, and drive mechanisms at scale, manage competing priorities, and work with large data sets across several dimensions is required.

Key job responsibilities
– Advocate on behalf of customers and identify customer experience improvement opportunities throughout the consumer business using defect information.
– Develop insights within the team and present well-reasoned, data-driven proposals to cross-functional stakeholder teams on opportunities in the areas of quality and defect elimination.
– Develop insights program strategies, and influence prioritization of defect elimination projects within a matrix organization.
– Conduct and review root cause and trend analysis, creation of quality tips, and recommended training, knowledge center, and self-help content.
– Provide day to day assistance, guidance, and insights to real-time quality issues, escalations, and emerging trends.
– Create regional standards and mechanisms that are best-in-class at Amazon. Collaborate on developing these across regions and verticals.

A day in the life
Amazon offers a full range of benefits for individuals and eligible family members, including domestic partners and their children. Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment. The benefits that generally apply to regular, full-time employees include:
1. Medical, Dental, and Vision Coverage
2. Maternity and Parental Leave Options
3. Paid Time Off (PTO)
4. 401(k) Plan

If you are not sure that every qualification on the list above 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!

BASIC QUALIFICATIONS

– 3+ years of program or project management experience
– 3+ years of defining and implementing process improvement initiatives using data and metrics experience
– Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL
– Experience using data and metrics to determine and drive improvements
– Experience working cross functionally with tech and non-tech teams
– Bachelor’s degree

PREFERRED QUALIFICATIONS

– Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
– Experience building processes, project management, and schedules

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 $66,800/year in our lowest geographic market up to $142,800/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, TX, Austin