DESCRIPTION

Amazon Customer Service (CS) is seeking an experienced Senior Program Manager to join the Consumer Customer Service Support (C2S2) Program Delivery team. The successful candidate will collaborate with global, cross-functional business teams and CS operations to ensure readiness and deliver projects that impact the customer and CS associate experiences.

This role requires keen stakeholder management, negotiation, and prioritization skills. To excel, you will use your project or program management experience to advocate for, and improve, the customer experience, using KPIs to make data-driven decisions. You will define, design, and drive a program’s vision and roadmap to completion in addition to supporting business team’s CS-impacting initiatives. You will be comfortable in a fast-paced multi-tasked environment. You will also be comfortable negotiating with key business partners and teams across multi-functions to gain alignment on program vision, project selection and prioritization, ultimately having responsibility for all aspects of the programs execution. Written communication skills are critical to achieve buy in, and report progress, to leadership teams.

Key job responsibilities
– Define the strategy and direction for projects and gain consensus and clear alignment at all levels as appropriate.
– Interact with cross-disciplinary and cross functional teams like Customer Service Operations, Quality teams, Customer Experience, Capacity Planning, and multiple technical teams to design the project’s standard operational procedures, processes and technical requirements.
– Define, prioritize and plan projects that need to be implemented to execute on the process and technical requirements.
– Schedule, secure resources and manage cross functional teams to deliver to these projects.
– Monitor the execution and ensure the delivery of projects in a program is to an appropriate level of quality, ensuring the overall integrity of the request.
– Monitor project’s overall progress; anticipate risks, resolve issues and initiate corrective action as appropriate.
– Manage the dependencies and the interfaces between projects and negotiate the trade-offs needed.
– Provide overall stakeholder management and project progress reporting on a regular basis.
– Where applicable, manage and oversee third party contributions to the project

A day in the life
Amazon offers a full range of benefits for you 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

BASIC QUALIFICATIONS

– 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
– Bachelor’s Degree

PREFERRED QUALIFICATIONS

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

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 $104,100/year in our lowest geographic market up to $185,000/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, TN, Nashville