Senior Program Manager, Customer Service Contact Reduction, Self-Service and Automation, Customer Engagement Technologies

4 weeks ago

Austin, Texas, United States Amazon Full time
Are you someone who cares about customer experience and wants to be involved in delivering innovative support experiences for customers of Amazon's products using Artificial Intelligence? Then we're looking for you

We are seeking a Senior Program Manager to join the Customer Engagement Technology (CET) Team.

You will be responsible for driving a high-visibility program of reducing customer service contacts that go to an agent through the expansion of our automated tools as well as through Artificial Intelligence (AI).

You will own and execute a complex projects and programs that spans across the globe and multiple organizations within Amazon.

You will be a thought leader and innovator within the organization.

The ideal candidate has a collaborative work style, an innovative mindset, and an unparalleled work ethic.

You have an excellent record of complex project and program delivery, from conception and design through implementation, measurement, closure and handover.

Key job responsibilities

  • Be a singular owner of the program, managing all aspects of stakeholder engagement and deliverables from inception to launch, as well as 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 tradeoffs to optimize timetomarket in consultation with stakeholders.
  • Manage 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 change across the broader CET team.
A day in the life
In this role you will track deliverables of our science and engineering teams.

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.

You will be responsible for key workstreams including stakeholder updates, monthly roadmap reviews, business reviews and organizational goal setting.

You are also expected to be able to work independently and with ambiguity in a complex, fast-paced, and high-throughput environment where multi-tasking is required.

You must have a collaborative work style, an innovative mindset, and an unparalleled work ethic.


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:

  • Medical, Dental, and Vision Coverage
  • Maternity and Parental Leave Options
  • Paid Time Off (PTO)
4. 401(k) Plan

About the team

The mission of the CET team within Customer Service is to create earth's best customer service solutions through empowering our customers to utilize automation to resolve their issues quickly and efficiently.

You will be a key component of our leadership team and will influence our science and engineering teams to deliver World-Wide Self-Service Automation (SSA) products based on generative AI.

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
  • Intuitive understanding of optimal versus suboptimal customer experiences, with ability to quickly assess the situation and identify solutions to improve/fix.
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

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 This position will remain posted until filled. Applicants should apply via our internal or external career site.

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