Sr. Program Manager, Customer Experience Team, AEX team

At Amazon, we are working to be the most customer-centric company on earth. To get there, we need exceptionally talented, bright, and driven people.

Amazon's Customer Service (CS) organization is looking for a dynamic, organized self-starter to help define the customer experience, and develop the expansion planning needs for the CS Customer Experience (CX) program team and operations network supporting Amazon’s customers across the Americas Emerging region.

Learn more about the general tasks related to this opportunity below, as well as required skills.

This Program Manager is a key member of the Customer Service corporate program team. This team proactively engages with business stakeholders across the company to leverage the voice of the customer, drive continuous improvement, and launch new programs.

A successful candidate will have experience managing complex business challenges and have the ability to influence and drive large cross-functional initiatives forward.

They will have a strong bias toward data driven decision-making, and an innate ability to understand how metrics relate to business problems.

Key responsibilities include :

• Drive the expansion and management of a strategic roadmap involving unique and innovative customer solutions
• Define areas of focus / opportunity supported by analysis, develop solutions, identify owners, set delivery / completion dates and set up mechanisms to ensure programs are on track
• Proactively identify and resolve issues that may impair the team’s ability to meet strategic, product, and technical goals
• Actively build relationships across Amazon teams to deliver on your roadmap. Partner with program / product managers, category teams, finance, legal, operations associates and engineers to deliver on your roadmap
• Operate autonomously; drive programs end-to-end including business goals, technical solutions, to improve customer experience
• Communicate clear and concise expectations and requirements with business and technology teams. Capacity to present well-reasoned and data-driven proposals in both verbal and written form

Basic qualifications :

• Bachelor's Degree or equivalent education / work
• 5+ years of experience in project / program management
• 5+ years of leadership positions experience
• Analytical and quantitative skills; ability to use hard data and metrics to back up assumptions and evaluate outcomes

Preferred qualifications :

• Master's Degree
• Excellent planning, organizational and time management skills
• Desire to work in a fast-paced, highly ambiguous entrepreneurial culture
• Previous experience with Six Sigma and / or Lean tools and methodologies
• English-written and oral communication skills
• Proven ability to influence at all levels and across all departments
• Written and oral communication skills across various functional areas, and within all levels in the organization (technical, business, executive)

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 compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $92,500 / 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.

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