Senior Program Manager, Customer Service, Amazon World Wide Operations

Amazon World Wide Operations is seeking a Senior Program Manager to join our Dynamic team.

If you are a strategic thinker with a strong background in program management and the ability to drive cross-functional projects, we encourage you to apply.

Embrace the opportunity to contribute to our dynamic and fast-paced environment. Apply now to be a part of our future-forward journey.

Worldwide Operations is looking for Program Managers with a strong delivery record and proven project management experience to own strategic, tactical, cross-functional and technology projects and programs within Amazon Transportation Services.

These roles require scoping and creating project plans, developing processes, coordinating and driving execution, and communicating to senior management on status, risks and process / product changes.

Cross-team coordination, project management and executive presentation skills are essential.

Key job responsibilities

• Manage full lifecycle of complex cross-functional programs with considerable impact across multiple organizations
• Development of the overall program strategy, tactically driving teams in and outside of your organization to deliver
• Define the program (mission, vision, tenets), set objectives, analyze data and drive improvements that are quantified with metrics
• Work autonomously in an ambiguous environment, seeking to understand business problems, automation limitations, scaling factors, boundary conditions and reasons behind leadership decisions
• Partner with teams across the business you support and beyond to source, allocate, and coordinate resources
• Partner with customers, internal / external teams, and engineering teams to determine what projects move forward and in what priority order
• Oversee gaps between teams, processes and systems, helping teams reduce exposure to classic failure modes (e.g., requirements not sufficiently understood or documented, ineffective cross-team collaboration, long-term impact(s) from third-party solutions, security not considered, insufficient stakeholder review, etc.)
• Solve ambiguous problems and proactively identify and mitigate risks (before they become roadblocks)
• Work with program managers, business leaders and executive team to communicate and impact critical business initiatives
• Develop, implement, and govern KPI reporting for a portfolio of programs, providing visibility to the milestones, and performance across all projects
• Engage other Amazon business units globally to share best practices and improve end to end outcomes for Amazon customers
• Roll up your sleeves and do whatever is necessary; general manager / owner mentality
• Create, communicate, and manage budget for projects

A day in the life

Note : This is a hybrid role, requiring Program Managers to be on-site at least 3days / week in corporate office. Some travel offsite may be required (no more than 25%).

About the team

Our Inclusive team culture values effective communication across teams and levels, while harmonizing the needs of internal and external customers.

Your relentless focus on elevating the customer experience will be your guiding principle. Adaptability and prioritization in a dynamic business environment are key attributes.

Embracing a goal-oriented, collaborative approach, our team is committed to delivering results.

We are open to hiring candidates to work out of the following locations :

New York, Arlington, Atlanta, and Nashville.

We are open to hiring candidates to work out of one of the following locations :

Nashville, TN, USA

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
• Bachelor’s Degree in Business, Engineering, Operations, Supply Chain, Transportation Logistics, or related field

PREFERRED QUALIFICATIONS

• Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field
• Practical application of program management methodology including PMP / Lean Six Sigma / Kaizen
• Advanced knowledge of analytical tools such as SQL, Tableau, MS Excel, or Microsoft Access
• Demonstrated ability working in an ambiguous environment
• Experience handling changing priorities and using good judgment when working in stressful situations
• Demonstrable problem-solving, mathematic, and analytical skills using data to drive decisions in a business environment
• Demonstrated experience and proficiency in effective communication of goals and strategies across multiple leadership levels of an organization
• Proven ability to influence internal / external stakeholders without authority to adopt new processes / initiatives
• Executive level written and oral communication skills
• High attention to detail including proven ability to manage multiple competing projects and priorities simultaneously
• Demonstrated success in thinking strategically and executing methodically
• Analytical and quantitative skills with the ability to use data and metrics to back up assumptions and develop business cases
• Demonstrated experience communicating data insights to others, including use of data visualization tools
• Demonstrated ability to dive deep in understanding the product, our business and the competitive landscape
30+ days ago