Description

Amazon's Customer Service (CS) organization is seeking an experienced Senior Program Manager to join the Device, Digital & Alexa Support (D2AS) Team. The successful candidate will be a key member of the D2AS Program Management team, which is responsible and accountable for driving high-visibility programs that directly impact the customer experience globally. The ideal candidate will own and execute complex projects and programs, and will be seen as a thought innovator within the organization. The role will focus on establishing technical support offerings and improving the customer support experience with Amazon Music in addition to the delivery of internal continuous improvement programs. The candidate will have a proven record of complex project and program delivery, from conception and design through implementation, measurement, closure and handover. CX background is a plus!

Key job responsibilities

• Scope and deliver complex, business critical programs end-to-end and drive and shape the overall program’s strategy and roadmap.

• Define business and systems requirements working with internal and external customers.

• Define and execute the project plan from design to release, securing resources, and managing implementation.

• Clearly communicate goals, roles, responsibilities, and desired outcomes.

• Liaise with all departments to ensure relevant areas are engaged in time to develop deliverables within their area to support project deliverables.

• Support partner teams to refine processes and increase efficiency in line with program objectives.

• Make appropriate trade-offs to optimize time-to-market in consultation with stakeholders.

• Managing multiple internal and external, cross functional and remote stakeholders.

• Develop change processes associated with program rollout and ongoing support.

• Track delivery against program objectives and implement proposals to improve program services and efficiencies.

• Scale existing programs to expand coverage of existing services or programs to additional domestic and international locations.

• Ideate and drive strategic improvements across the broader D2AS team

A day in the life

You'll dig deep into the customer experience of Amazon Music, capture and quantify customer feedback, deliver new feature readiness, and work across product and business teams to come up with and deliver a better reading and product experience. You'll get engaged in new products and shape the experience to make sure customers can make the most of new features. With senior leadership visibility, you'll represent the customer and give them a seat at the table in key product and business decisions.

“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

We aim to make digital experiences effortless for customers.

We anticipate, evaluate, prevent, and eliminate customer effort by setting and driving the strategy for digital support and by accelerating the delivery of the right support experiences across Amazon’s digital products. The team combines strategy, technology, and customer experience management best practices to ensure customers get the most value out of Amazon’s digital products.

We are open to hiring candidates to work out of one of the following locations:

Austin, TX, USA | Cupertino, CA, USA | Nashville, TN, USA | Seattle, WA, USA

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

• 5+ years of working cross functionally with tech and non-tech teams experience

• Experience defining program requirements and using data and metrics to determine improvements

• 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

• PMP certificate

• Background in Customer Service operations

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 $92,500/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.