Program Manager, International Expansion, Self-Service and Automation, Customer Engagement Technologies

6 months ago

Seattle, United States Amazon.com Services LLC Full time
Are you someone who cares about customer experience and wants to be involved in delivering innovative support experiences for customers of Amazon’s products using Artificial Intelligence? Then we're looking for you

We are seeking a Program Manager to join the Customer Engagement Technology (CET) Team. You will be responsible for supporting a critical program expanding our automated products and Artificial Intelligence (AI) models to international marketplaces. You will execute a complex projects and programs that spans across the globe and multiple organizations within Amazon. You will contribute as a thought leader and innovator within the organization.

The ideal candidate has a collaborative work style, an innovative mindset, and an unparalleled work ethic. You have an excellent record of project delivery, from conception and design through implementation, measurement, closure and handover.

Key job responsibilities
- Be a singular owner of the program, managing all aspects of stakeholder engagement and deliverables from inception to launch, as well as the overall program’s strategy and roadmap.
- Define business and systems requirements working with internal and external customers.
- Define and execute the project plan from design to release, securing resources, and managing implementation.
- Clearly communicate goals, roles, responsibilities, and desired outcomes.
- Liaise with all departments to ensure relevant areas are engaged in time to develop deliverables within their area to support project deliverables. Support partner teams to refine processes and increase efficiency in line with program objectives.
- Make appropriate tradeoffs to optimize time-to-market in consultation with stakeholders.
- Manage multiple internal and external, cross functional and remote stakeholders.
- Develop change processes associated with program rollout and ongoing support.
- Track delivery against program objectives and implement proposals to improve program services and efficiencies.
- Scale existing programs to expand coverage of existing services or programs to additional domestic and international locations.
- Ideate and drive strategic change across the broader CET team.

A day in the life
In this role you will track deliverables of our science and engineering teams. You will work closely with senior leaders across cross-functional stakeholder teams within Amazon to drive collaboration and influence them to prioritize projects, meet objects and adhere to business plans towards shared objectives. You will be responsible for key workstreams including stakeholder updates, monthly roadmap reviews, business reviews and organizational goal setting. You are also expected to be able to work independently and with ambiguity in a complex, fast-paced, and high-throughput environment where multi-tasking is required.
You must have a collaborative work style, an innovative mindset, and an unparalleled work ethic.

If you are not sure that every qualification on the list above describes you exactly, we'd still love to hear from you At Amazon, we value people with unique backgrounds, experiences, and skillsets. If you’re passionate about this role and want to make an impact on a global scale, please apply

Benefits Summary:
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:
1. Medical, Dental, and Vision Coverage
2. Maternity and Parental Leave Options
3. Paid Time Off (PTO)
4. 401(k) Plan

About the team
The mission of the CET team within Customer Service is to create earth’s best customer service solutions through empowering our customers to utilize automation to resolve their issues quickly and efficiently. You will be a key component of our leadership team and will influence our science and engineering teams to deliver World-Wide Self-Service Automation (SSA) products based on generative AI.

We are open to hiring candidates to work out of one of the following locations:

Austin, TX, USA | Seattle, WA, USA

BASIC QUALIFICATIONS

- 3+ years of program or project management experience
- 3+ years of defining and implementing process improvement initiatives using data and metrics experience
- Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL
- Experience using data and metrics to determine and drive improvements
- Experience working cross functionally with tech and non-tech teams

PREFERRED QUALIFICATIONS

- 3+ years of driving end to end delivery, and communicating results to senior leadership experience
- 3+ years of driving process improvements experience
- Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
- Experience building processes, project management, and schedules

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