Job Description

DESCRIPTION

Amazon's Customer Service (CS) organization is seeking an experienced Senior Program Manager to join the Device, Digital and Alexa Support (D2AS) Team. The D2AS vision is to create innovative support experiences for customers of Amazons devices and digital products, through intelligent self-service solutions and a world-class tech support organization. As a successful candidate, you will contribute to this vision as a key member of the D2AS Self-Service and Automation Product Development team, which is responsible for driving high-visibility programs that directly impact the customer experience globally. You will own and execute complex projects and programs, and will be seen as a thought leader and innovator within the organization. In this role, you will lead new device and digital automation launches and expansion activities, along with continuous improvement program delivery.

You should have a collaborative work style, an innovative mindset, and a committed work ethic. You have an excellent record of complex project and program delivery, from conception and design through implementation, measurement, closure and handover.

Your responsibilities will include:
Scope and deliver complex, business critical programs end-to-end and drive and shape the overall programs 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 goals.
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 D2AS team.

BASIC QUALIFICATIONS

6 + years of relevant work experience in project/program management and/or operations in a customer service environment
6+ years' work experience managing cross functional programs including indirect management experience

PREFERRED QUALIFICATIONS

Masters Degree or MBA in a related discipline.
Experience in process improvement using Lean and Kaizen methods.
Intuitive understanding of optimal versus sub-optimal customer experiences, with ability to quickly assess the situation and identify solutions to improve/fix.
Background in Customer Service operations.

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. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.