Program Manager

3 days ago


Nashville, Tennessee, United States Amazon Full time
About the Role

We are seeking a highly skilled and experienced Program Manager to join our Amazon Business Customer Service (ABCS) team. As a Program Manager, you will be responsible for driving operational excellence and customer experience across our global business operations.

Key Responsibilities
  • Drive customer experience and productivity improvement through metrics such as Hold, AHT, Transfers, Follow Up, Occupancy, CPH, PTL, SA-SC, and R&R.
  • Manage complex initiatives, delivering critical solutions, significant improvements, new mechanisms, or deprecating processes that are no longer needed.
  • Manage initiatives as part of the strategic roadmap of the ABCS Support Organization.
  • Define areas of focus and opportunity supported by analysis. Develop solutions, identify owners, set delivery dates, and set up mechanisms to ensure programs are on track.
  • Proactively identify and resolve issues that may impair the team's ability to meet strategic, product, and technical goals.
  • Actively build relationships across Amazon Business teams to deliver on your roadmap. Partner with the Operation and Support Function teams on a daily basis.
  • Operate autonomously; drive programs end-to-end, including business goals, to improve customer experience.
  • Communicate clear and concise expectations and requirements with Program/Project stakeholders. Capacity to present well-reasoned and data-driven proposals in both verbal and written form.
  • Create a culture across the organization, of listening to the Voice of the Customer (VOC) and enable mechanisms for percolating VOC across layers of the organization.
  • Present metric progress in WBRs and MBRs to a wide range of audiences, including Directors and VPs.
About the Team

Our team is passionate about delivering exceptional customer experiences and driving operational excellence. We are a collaborative and dynamic team that values innovation, creativity, and continuous improvement.

What We Offer

We offer a competitive salary, comprehensive benefits package, and opportunities for professional growth and development. If you are a motivated and experienced Program Manager looking for a new challenge, we encourage you to apply.


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