What are the responsibilities and job description for the Senior Program Manager, Customer Service position at Amazon?
DESCRIPTION
Amazon's Customer Service organization is seeking an experienced Senior Program Manager to join the Device, Digital & Alexa Support (D2AS) Team. The successful candidate will be a key member of the D2AS Device Support team, driving the partnership with 1P Device businesses (Kindle, Tablets, Fire TV, Alexa) to support the launch roadmap, establish mechanisms and goals to monitor customer sentiment, and drive defect elimination to improve the customer experience throughout the end-to-end customer lifecycle.
The ideal candidate will be seen as a thought leader and innovator within the organization, with a track record of managing a portfolio of programs, to run experiments, analyze results and maximize value.
Key job responsibilities
The candidate will have a proven record of complex project and program delivery, from conception and design through implementation, measurement, closure and handover. Responsibilities will include:
- Scope and deliver complex, business critical programs end-to-end and drive and shape the overall program’s strategy and roadmap.
- Define business and systems requirements working with internal and external customers.
- Influence executive stakeholders to secure buy-in on shared goals and priorities.
- 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.
- Track delivery against program objectives and implement proposals to improve program services and efficiencies.
A day in the life
You'll balance your day; (1) representing the Amazon CS organization to 1P Device teams, spanning Product Management, Software Engineering (Software Development Managers, Technical Program Managers, Principals), Marketing, Legal, Public Relations & Executives, to surface Voice of Customer insights and drive alignment on feedback to action, defects to eliminate, and experiences to escalate, (2) engaging with internal functional teams to drive task completion to assigned work-back schedules, aligning dependencies and work effort across cross-functional internal teams, (3) analyzing and quantifying insights to measure customer impact, and justify investment/resource allocation, while proposing innovative simplistic solutions to remediate product or operational process defects.
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 in complex problem solving, and working in a tight schedule environment
- Experience supporting Technical Support operations, or in-field support team.
PREFERRED QUALIFICATIONS
- 2 years of driving process improvements experience
- Bachelor's degree, or PMP
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does 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 inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
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. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.
Salary : $104,100 - $185,000
