What are the responsibilities and job description for the Sr. Program Manager, Customer Service position at Amazon?
DESCRIPTION
At Amazon, we strive to be the most customer-centric company on earth. We're seeking an exceptional Sr Program Manager to join our WW Amazon Business Customer Service Insights & Innovation team. This role is crucial in driving our mission to free customers to grow their business by innovating the customer support experience, including concessions reduction and abuse mitigation.
The ideal candidate is a high-energy, analytically strong program manager who can work independently and collaboratively across diverse teams. You'll be responsible for defining business and functional requirements for technical solutions, and managing all aspects of project execution. This includes maintaining project schedules, mitigating risks, and communicating results throughout the organization.
Reporting to the leader of Business and Change Experience (BCX) Insights & Innovation, you'll work across various functions including operations, concessions, finance, continuous improvement, technology, product management, and post-purchase experience. You'll uncover insights, create scalable solutions, and deliver lasting value.
Key to success in this role is the ability to amplify the customer voice across Amazon, using unique insights and influence to drive meaningful improvements and eliminate root cause issues. You'll need to balance partnerships and progress, challenging teams to transcend comfort zones while fostering supportive relationships that drive excellence and elevate business outcomes.
Key job responsibilities
The Insights & Innovation Sr Program Manager (PM) will bridge customer needs and business capabilities through data-driven insights and strategic initiatives. In this role, you'll identify trends, uncover root causes, and drive solutions that address current and future challenges. Success requires translating complex data into actionable strategies while fostering cross-functional partnerships that ensure the customer voice influences decision-making at all levels.
Key Responsibilities:
• Drive development and implementation of customer-centric solutions
• Lead Voice of Customer (VoC) initiatives to identify pain points and opportunities
• Translate customer insights into actionable improvements
• Create and maintain mechanisms to measure customer experience impact
• Lead cross-functional programs to improve customer support experience including concession reduction and abuse mitigation
• Lead cross-functional programs to improve customer support experience
• Develop and implement upstream defect prevention strategies
• Manage multiple complex projects from conception to delivery
• Create and maintain project schedules, milestones, and success metrics
• Identify and mitigate risks proactively
• Build and maintain partnerships across business units
• Drive alignment on shared vision and priorities
• Develop business cases for new initiatives and innovations
• Present proposals and results to senior leadership
• Partner with technology teams to implement AI and automation solutions
• Drive the development of scalable, tech-powered customer solutions
• Identify opportunities for process automation and efficiency improvements
• Lead implementation of data-driven decision-making tools
• Establish and monitor key performance indicators
• Drive continuous improvement initiatives
• Implement quality management systems
• Lead root cause analysis efforts
• Ensure successful delivery of business outcomes
A day in the life
Amazon offers a full range of benefits for 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
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!
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 managing multiple complex projects and diverse stakeholder groups
- Exceptional written and verbal communication skills, with proven ability to engage effectively across all organizational levels
- Track record of implementing process improvements or automation initiatives.
- Strategic mindset balanced with tactical execution capabilities
- Proven ability to develop innovative solutions while maintaining alignment with long-term goals
- Experience in upstream problem-solving and root cause analysis
- Track record of building and maintaining engagement mechanisms across multiple stakeholder groups
- Experience with Agile methodologies and continuous improvement practices
- Demonstrated success in leading through influence and building consensus across diverse teams
- Self-motivated professional who thrives in ambiguous environments and acts proactively
PREFERRED QUALIFICATIONS
- Knowledge of Excel at an intermediate level (e.g., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, etc.)
- PMP certificate
- Master's degree
- Experience with Voice of Customer (VoC) methodologies and customer experience analytics
- Knowledge of defect prevention methodologies and quality management systems
- Background in customer service operations or support experience
- Familiarity with AI and automation technologies in customer service applications
- Background in change management and organizational transformation
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.
