Amazon Sr. Program Manager

4 weeks ago

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

We are seeking a highly skilled and experienced Sr. Program Manager to join our Amazon Business team. As a key member of our organization, you will be responsible for driving operational excellence and customer satisfaction through the development and implementation of strategic projects and programs.

The ideal candidate will have a strong background in program management, with experience in managing complex initiatives and teams. You will be responsible for defining areas of focus and opportunity, developing solutions, and identifying owners and delivery dates. Additionally, you will proactively identify and resolve issues that may impair the team's ability to meet strategic, product, and technical goals.

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.

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