Senior Program Manager, CX, Business Customer Service

3 days ago

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

We are seeking a highly skilled and experienced Senior Program Manager to join our WW ABCS Customer Experience team at Amazon. As a key member of our team, you will be responsible for managing programs that aim to improve customer experience by reducing issues that lead to poor experience.

Key Responsibilities
  • Manage programs centered on improving customer experience by reducing issues that lead to poor experience.
  • Lead programs with quantifiable downstream impact, requiring high judgment, strategic thinking, and the ability to drive decisions by balancing customer experience with financial objectives.
  • Partner with leaders and teams across business, financial, and technical teams within Amazon to deliver on Director and VP level goals.
  • Handle a wide range of responsibilities, including ownership of strategy, roadmap, and maintenance of Standard Issue Codes (SIC), use analytics to connect contact classification to operational outputs.
  • Build mechanisms that continuously improve the accuracy of contact classification through automation.
  • Partner with concessions STL to build a cohesive strategy for SICs, work categories, and concession reason codes.
  • Be the Single Threaded Leader (STL) for the Transfer Reduction Program by identifying customer demand signal and matching it to appropriate resolution teams.
  • Partner with local/global stakeholders to define, manage, and execute projects, negotiate priorities, and be the custodian of customer experience for products and services across business/finance/technical teams within Amazon Business.
About the Team

Amazon Business is one of Amazon's fastest-growing businesses, focused on enabling business customers to research, discover, and buy business, industrial, and scientific products in large catalogs. Our customers include individual professionals, businesses, and institutions that buy products in individual or bulk quantities to run their business smoothly.

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.
  • Experience working cross-functionally with tech and non-tech teams.
  • Knowledge of Excel at an intermediate level.
  • 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.
  • 2+ years of leading large complex programs experience.
Compensation

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.

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