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Description

At Amazon, we're working to be the most customer-centric company on earth. Customer Service (CS) is at the heart of what we do. Are you interested in shaping the future of Amazon CS globally and driving strategic initiatives that shape the future of support for our employees and customers? Customer Service Stores Solutions (CS3) is seeking a Sr. Program Manager to support ambiguous, strategic programs.

This is a role focused on driving integration of new strategic and/or business critical programs that align with the CS strategy and vision. You will set a bold vision and oversee high impact cross-functional programs in a multi-cultural environment that helps to improve the customer and employee experience. You will be in charge of managing strategic programs for worldwide Amazon Stores CS. Given the nature of this role, the programs are not currently defined.

Required for this role is the ability to adapt and support the ever-changing priorities of the organization. This role will require taking problems and developing full-scale programs with limited resources. This role requires a detailed comprehension and ability to balance operations, technology, and program management. This individual will be able to anticipate future needs of the organization and develop innovative solutions to improving the quality and supporting the needs of the organization. This candidate should excel at stakeholder management and will work often with senior leadership to escalate customer experience concerns and risks of the program.

Key job responsibilities

• Develop problems into full-scale programs that scale worldwide and can be managed seamlessly through mechanisms

• Define areas of focus/opportunity supported by analysis, develop solutions, identify owners, set delivery/completion dates and set up mechanisms to ensure programs are on track.

• Proactively identify and resolve issues that affect customer experience and may impair the team’s ability to meet strategic, product, and technical goals.

• Actively build relationships across Amazon teams to deliver on your roadmap. Partner with program/product managers, category teams, finance, legal, operations associates and engineers to deliver on your roadmap.

• Operate autonomously; drive programs end-to-end including business goals, technical solutions, to improve customer experience.

• Communicate clear and concise expectations and requirements with business and technology teams.

• Capacity to present well-reasoned and data-driven proposals in both verbal and written form.

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

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

• 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

Preferred Qualifications

• Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field

• 2+ years of driving process improvements experience

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.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

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.