Senior Program Manager, Operations Eng.

2 days ago


Huntington, West Virginia, United States Amazon Full time
Job Summary

The Senior Program Manager, Americas Customer Experience, is a key member of Amazon's Worldwide Customer Service organization. This role involves proactively engaging with business stakeholders across the company to leverage the voice of the customer, drive continuous improvement, and launch new programs across some of the fastest growing markets in the world.

Key Responsibilities
  • Vision and Roadmap Development: Develop a strategic program roadmap and vision to address key customer pain-points.
  • Customer-Centric Approach: Utilize a deep understanding of customer behavior and preferences to translate data into actionable user stories. Identify opportunities for improving the overall customer experience, focusing on processes and policies impacting customer service.
  • Stakeholder Collaboration: Work closely with multiple internal stakeholders, including program/product managers, category teams, finance, legal, operations associates, and engineers, to deliver on your roadmap.
  • Program Management: Demonstrate excellent program management skills to deliver results within a fast-paced environment. Drive programs end-to-end, including business goals, technical solutions, to improve customer experience.
  • Deep Dive & Communication: Utilize large data sets to draw actionable inferences and communicate clear and concise results to business and technology teams.
  • Independent Operation: Operate independently while upholding a strong sense of accountability and ownership. Exercise judgment, creativity, and influence to navigate challenges and drive project success.
Requirements
  • 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
  • Preferred qualifications include 2+ years of driving process improvements experience and a Master's degree or MBA in business, operations, human resources, adult education, organizational development, instructional design, or a related field
What We Offer

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), and a 401(k) plan.



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