Senior Program Manager, Consumer Customer Service Support - Driving Customer Experience Excellence Remotely

Join Amazon's Consumer Customer Service Support Team as a Senior Program Manager and Shape the Future of Customer Experience

Amazon's Consumer Customer Service Support (C2S2) Program Delivery team is on the lookout for a seasoned Senior Program Manager to drive projects that significantly impact customer and Customer Service (CS) associate experiences. As a pivotal member of our remote team, you will collaborate with global, cross-functional business teams and CS operations to ensure readiness and deliver exceptional results. If you're a results-driven professional with a passion for customer experience and program management, we invite you to apply for this exciting opportunity.

About Amazon and the Consumer Customer Service Support Team

Amazon is a customer-obsessed organization that strives to be Earth's most customer-centric company. Our Consumer Customer Service Support team plays a vital role in ensuring that our customers receive the best possible service. As a Senior Program Manager within this team, you will be instrumental in driving projects that enhance customer experience, improve CS associate efficiency, and foster a culture of innovation and excellence.

Key Responsibilities

• Define and Drive Program Strategy: Develop and implement program strategies that align with business objectives, customer needs, and CS associate experiences. Gain consensus and clear alignment at all levels as necessary.
• Cross-Functional Collaboration: Interact with diverse teams, including Customer Service Operations, Quality teams, Customer Experience, Capacity Planning, and technical teams to design project standard operational procedures, processes, and technical requirements.
• Project Planning and Execution: Define, prioritize, and plan projects to execute on process and technical requirements. Schedule, secure resources, and manage cross-functional teams to deliver projects on time, within budget, and to the required quality standards.
• Risk Management and Issue Resolution: Monitor project progress, anticipate risks, resolve issues, and initiate corrective actions as necessary. Manage dependencies and interfaces between projects and negotiate trade-offs to ensure successful program delivery.
• Stakeholder Management and Reporting: Provide regular project progress reporting to stakeholders and leadership teams. Ensure that all stakeholders are informed and aligned with program vision, project selection, and prioritization.
• Third-Party Management: Oversee third-party contributions to projects, ensuring that they meet the required standards and deliverables.

Essential Qualifications

• 5+ Years of Program or Project Management Experience: Proven track record of managing complex programs or projects from conception to delivery.
• Data-Driven Decision Making: Experience using data and metrics to drive improvements and inform business decisions.
• Program Strategy and Delivery: Experience owning program strategy, end-to-end delivery, and communicating results to senior leadership.
• Bachelor's Degree: A degree in a relevant field, such as business, operations, or management.

Preferred Qualifications

• 2+ Years of Process Improvement Experience: Experience driving process improvements and implementing changes that enhance efficiency and effectiveness.
• Advanced Degree: A Master's degree or MBA in a relevant field, such as business, operations, human resources, adult education, organizational development, or instructional design.

Skills and Competencies

To succeed in this role, you will need to possess excellent stakeholder management, negotiation, and prioritization skills. You should be comfortable in a fast-paced, multi-tasked environment and able to communicate effectively with various stakeholders, including leadership teams. Strong written and verbal communication skills are critical to achieving buy-in and reporting progress.

Career Growth Opportunities and Learning Benefits

As a Senior Program Manager at Amazon, you will have opportunities to grow and develop your skills in a dynamic and innovative environment. You will be exposed to various aspects of the business, including customer experience, operations, and technology. Our company culture encourages learning, experimentation, and continuous improvement, ensuring that you stay ahead of the curve in your profession.

Work Environment and Company Culture

Amazon is committed to a diverse and inclusive workplace, where employees are empowered to innovate, collaborate, and make a meaningful impact. As a remote team member, you will be part of a global community that values flexibility, work-life balance, and employee well-being. Our company culture is built on core values, including customer obsession, ownership, and a passion for innovation.

Compensation, Perks, and Benefits

Amazon offers a comprehensive compensation package that includes a competitive salary, equity, and other benefits. As a regular, full-time employee, you will be eligible for:

• Medical, Dental, and Vision Coverage
• Maternity and Parental Leave Options
• Paid Time Off (PTO)
• 401(k) Plan

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, job-related knowledge, skills, and experience.

Join Our Team and Shape the Future of Customer Experience

If you're a motivated and experienced Senior Program Manager looking to drive customer experience excellence, we invite you to apply for this exciting opportunity. As a pivotal member of our Consumer Customer Service Support team, you will have the chance to make a meaningful impact on our customers and CS associates. Apply now and join our team of innovators and customer-obsessed professionals!