What are the responsibilities and job description for the Senior Program Manager - Data Foundations, Customer Service position at Amazon?
Description
We are seeking Senior Program Manager – Data Foundations to lead complex data initiatives that transform how we support business customers. This role is critical in ensuring the availability of essential data that powers our self-service tools, contact routing platforms, and customer service associate applications. The ideal candidate will bridge the gap between technical teams and business stakeholders to enable data-driven customer service operations.
Key job responsibilities
Data Strategy & Technical Leadership
The Technology and Product Experience (TPX) team develops and owns products that Customer Service-Business use to support Amazon Business (AB) Customers as they manage accounts and orders. As part of the Amazon Customer Service family, the TPX strategy aligns with the five CS priorities: (1) Strengthening our technical foundation, (2) Enhancing customer-facing experience, (3) Empowering our CSAs, (4) Eliminating defects and customer pain points, (5) Lowering our cost-to-serve. Our solutions encompass account monitoring, ingress, self-service & automated treatments, and Customer Service Associate (CSA) treatment. All require solid Data foundations.
Basic Qualifications
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.
Company - Amazon.com Services LLC
Job ID: A2936836
We are seeking Senior Program Manager – Data Foundations to lead complex data initiatives that transform how we support business customers. This role is critical in ensuring the availability of essential data that powers our self-service tools, contact routing platforms, and customer service associate applications. The ideal candidate will bridge the gap between technical teams and business stakeholders to enable data-driven customer service operations.
Key job responsibilities
Data Strategy & Technical Leadership
- Own and deliver the CS-Business Data Strategy in close partnership with CS-Business Analytics team
- Lead attribute delivery roadmap development and execution
- Establish and maintain data pipelines with relevant teams
- Work closely with technical teams to design data-vending platforms
- Manage and coordinate software development activities. Attribute Management Program: Lead end-to-end
- Identify and assess new attribute opportunities
- Prioritize attribute delivery based on business entitlement
- Develop and maintain the Priority Attribute List (PAL)
- Drive quarterly PAL reviews with stakeholders
- Program manage implementation across front-end products (CSALT, Carnac, AC3)
- Monitor attribute performance and usage
- Identify optimization opportunities and recommend improvements
- Partner with CS-Business Analytics to:
- Build data models and develop insights
- Define metrics and success criteria
- Establish data governance standards
- Drive analytical improvements
- Provide regular status updates to key stakeholders
- Identify and collaborate with product and data owners across the organization
The Technology and Product Experience (TPX) team develops and owns products that Customer Service-Business use to support Amazon Business (AB) Customers as they manage accounts and orders. As part of the Amazon Customer Service family, the TPX strategy aligns with the five CS priorities: (1) Strengthening our technical foundation, (2) Enhancing customer-facing experience, (3) Empowering our CSAs, (4) Eliminating defects and customer pain points, (5) Lowering our cost-to-serve. Our solutions encompass account monitoring, ingress, self-service & automated treatments, and Customer Service Associate (CSA) treatment. All require solid Data foundations.
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
- 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
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.
Company - Amazon.com Services LLC
Job ID: A2936836
Salary : $104,100 - $185,000
