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Senior Program Manager, Customer Service Technology, Amazon World Wide Operations
3 months ago
Key job responsibilities
Key Responsibilities
•Manage full lifecycle of complex cross-functional programs with considerable impact across multiple organizations
•Development of the overall program strategy, tactically driving teams in and outside of your organization to deliver
•Define the program (mission, vision, tenets), set objectives, analyze data and drive improvements that are quantified with metrics
•Work autonomously in an ambiguous environment, seeking to understand business problems, automation limitations, scaling factors, boundary conditions and reasons behind leadership decisions
•Partner with teams across the business you support and beyond to source, allocate, and coordinate resources
•Partner with customers, internal/external teams, and engineering teams to determine what projects move forward and in what priority order
•Oversee gaps between teams, processes and systems, helping teams reduce exposure to classic failure modes (e.g., requirements not sufficiently understood or documented, ineffective cross-team collaboration, long-term impact(s) from third-party solutions, security not considered, insufficient stakeholder review, etc.)
•Solve ambiguous problems and proactively identify and mitigate risks (before they become roadblocks)
•Work with program managers, business leaders and executive team to communicate and impact critical business initiatives
•Develop, implement, and govern KPI reporting for a portfolio of programs, providing visibility to the milestones, and performance across all projects
•Engage other Amazon business units globally to share best practices and improve end to end outcomes for Amazon customers
•Roll up your sleeves and do whatever is necessary; general manager / owner mentality
•Create, communicate, and manage budget for projects
A day in the life
This is a hybrid role, requiring Program Managers to be on-site at least 3days/week in corporate office. Some travel offsite may be required (no more than 25%).
About the team
Our Inclusive team culture values effective communication across teams and levels, while harmonizing the needs of internal and external customers. Your relentless focus on elevating the customer experience will be your guiding principle. Adaptability and prioritization in a dynamic business environment are key attributes. Embracing a goal-oriented, collaborative approach, our team is committed to delivering results.
We are open to hiring candidates to work out of the following locations: Seattle, Bellevue, Tempe, Dallas, and Austin.
We are open to hiring candidates to work out of one of the following locations:
Seattle, WA, USA
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
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
