Senior Program Manager, Operations Engineering

4 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
About Amazon

Amazon is committed to a diverse and inclusive workplace. We are an equal opportunity employer and do not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

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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