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Amazon Corporate LLC Sr. PM, Emerging Issues, JWOS Customer Support in Seattle, Washington

Job summaryAre you inspired by building new businesses? Do you love cutting-edge technology? Do you have a passion for working backwards from customer needs to solve problems systemically? Do you love facing complex, cross-functional issues which have no previously designed solution? Do you want to help scale Earth's most customer-centric retail technologies? If so, this position may be for you.Amazon's physical retail technology inventions are changing the way shoppers engage with physical stores of various types and sizes around the globe. This team ensures Customers are satisfied with their investment in Amazon's technology through issue resolution and prevention. We're looking for a Sr. Program Manager to parachute into cross-functional, high-visibility issues, taking direct ownership for end-to-end resolution. While solving critical problems with direct impact on Customer retention and growth, this role owns mechanisms and escalation paths to ensure senior leaders are aware of and involved in issue resolution when required, inclusive of Large Scale Event facilitation. In addition to solving issues directly, this role will operationalize new and emerging issues for resolution within the broader Customer Support organization, ensuring issues solved once are either prevented or capable of solving at scale in the future.Key job responsibilities1. Gain and maintain a thorough understanding of Just Walk Out and other technologies - know who we are and how we serve our customers2. Develop and maintain a deep understanding of customer needs, behaviors, and potential issues within their experience3. Challenge assumptions of why a process or service failed; ask the tough questions to get to the root cause of the problem4. Develop and execute mechanisms allowing senior leaders visibility and intervention as required to solve issues timely5. Identify trends and themes in the data to see where we have larger issues that need to be addressed; meet with product/service owners to discuss defects and paths forward6. Regular reporting in MBRs and QBRs, as well as ad hoc reporting for service and business leaders; includes consistent publication of project inventory and paths to green7. Own and facilitate Support intake, ensuring new products or services are proactively ready to be supported upon launch5+ 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' program management experience with scoping, leading, and delivering complex projects* Strong analytical/problem solving skills; demonstrated success in driving complex strategies and projects* Strong change management and influence skills; demonstrated skills leading and influencing global business partners* Demonstrated experience and proficiency in effective written and verbal communication* Motivated self-starter, strong drive, bias for action and results oriented* Highly organized, able to prioritize in complex, fast-paced environment* Bachelor's degree or 2+ years Amazon experience* Experience working in an Executive Escalations function* Master's degree* Lean Six Sigma Green/Black BeltAmazon 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.

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