DESCRIPTION

Amazon’s Digital, Device and Alexa Support (D2AS) organization is seeking a Program Manager to join the D2AS Executive Customer Relations (ECR) team. The D2AS ECR team works on behalf of Senior Leaders to resolve complex customer problems, restore customer trust, and prevent similar issues from reoccurring. D2AS ECR supports executive, safety and offensive content and privacy escalations globally. The team examines customer anecdotes, and provides meaningful insights to our stakeholders to focus on the right solutions, features, and designs.

In this role, you will be part of a Worldwide Digital and Device Program team who collaborates with various teams, within and outside D2AS, owning highly escalated customer issues and surfacing process improvement efforts with the objective to eliminate future escalations. You’ll collaborate with our Legal, Public Relations, Content, and Business teams regularly for input solving customer issues and on continuous improvement projects.

Key job responsibilities
· Identify trends, themes, emergent topics, and insights through manual review and research of large and small data sets
· Scale existing programs to expand coverage of existing services or programs to additional international locations
· Work on large scale cross functional projects and process improvement initiatives, including the scoping of projects stemming from escalations
· Partner with developers, engineers, CS Operations and business teams to build project proposals for process improvement initiatives, and to improve digital services and devices that will prevent similar customer issues
· Support the Device Safety & Compliance and Offensive Content and Privacy Programs by creating mechanisms to improve the customer and associate experience
· Contribute to the development and/or improvement of new tools that will improve customer experience and reduce escalations.
· Adapt quickly to changing priorities and generate innovative solutions in an extremely fast-paced environment

A day in the life
You will work closely with senior leaders across cross-functional stakeholder teams within Amazon to drive collaboration and influence them to prioritize projects, meet objects and adhere to business plans towards shared objectives.

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!

Benefits Summary:
Amazon offers a full range of benefits that support 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

About the team
The D2AS ECR team is responsible for maintaining trust and engagement with customers who have escalated issues with their Amazon devices and digital services to Amazon CEOs, VPs, and other members of leadership. These are complex issues that could create PR risk, damage trust in the Amazon brand, and/or have elements of product safety or customer data privacy concerns. Our specialists are highly-trained and knowledgeable, serving as experts of improving customer trust, delighting them with personal, and peculiar experiences. We celebrate and examine customer anecdotes, providing meaningful insights to our stakeholders to focus on the right solutions, features, and designs.

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