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Amazon Corporate LLC Sr. Learning Experience Program Manager in Seattle, Washington

Job summaryCustomer Trust & Partner Support (CTPS) is responsible for creating a trustworthy shopping experience across Amazon stores worldwide by protecting customers, brands, selling partners and Amazon from fraud, counterfeit, and abuse as well as empowering, providing world-class support, and building loyalty with Amazon's millions of selling partners. We value individual expression, respect different opinions, and work together to create a culture where each of us is able to contribute fully. Our unique backgrounds and perspectives strengthen our ability to achieve Amazon's mission of being Earth's most customer-centric company.This role supports the Partner Support and Solutions (PSAS) organization under CTPS. We strive to make Amazon the best way for Partners to reach customers locally and globally and to operate their businesses, driven by the accurate and efficient support and solutions we provide them.PSAS focuses on both preventing Selling Partner (Seller, Vendor and Brand Registry) contacts based on knowledge obtained during our support interactions, and for handling those contacts with quality and efficiency. To achieve this vision, we make daily adjustments throughout our global network to meet the needs of our Selling Partners, employees, and the business. We invest in technology to eliminate the root cause defects that cause Selling Partners to seek help, build self-service tools to resolve their issues on their own without waiting for help from Amazon, and provide Associates with the tools that automate clerical steps and provide consistent, efficient, quality resolution. Our team includes product managers, program managers, SDEs, scientists, and a range of operational and other specialty roles, and we operate at scale with over 17K Amazonians in our team, spanning 56 global locations, and handling over 50M contacts a year.Key job responsibilities* Manage complex initiatives, delivering critical solutions, significant improvements, new mechanisms, or deprecating processes that are no longer needed. These efforts require you to work with multiple teams in and/or across organizations.* Accountable for the overall strategy of a program. Your program meets challenging business goals and/or shows measurable improvements in your customer's experience, business or employee efficiency or execution, compliance adherence, financial or other metrics, etc.* Understand the interdependencies of the business problems you help solve. Influence team priorities and business strategy through data-driven contributions.* Communicate ideas effectively, verbally and in writing, to a wide range of audiences including senior leaders. Foster a constructive dialogue, harmonize discordant views, and lead consensus building.* Define clear goals and objectives. Drive decisions in your program area about what projects move forward and in what priority order. You proactively identify risks and bring them to the attention of your team and stakeholders with plans for mitigation before they become roadblocks.* Apply project management best practices; increasing the productivity and effectiveness of the teams with whom you work.* Actively participate in the hiring process as well as mentor others - improving their skills and ability to get things done.5+ years of experience in program or project managementExperience using data and metrics to drive improvementsExperience owning program strategy, end to end delivery, and communicating results to senior leadership* 5+ years experience working cross functionally with tech and non-tech teams.* Education or certification background such as; MBA, PhD, Six Sigma or Lean Techniques* Ability to work independently and demonstrate sound judgment in ambiguous situations.Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of ra