Senior Program Manager: Customer Service


  • Contact: Human Resource
  • Reference: 990570

Amazon’s mission is to be ‘Earth’s most customer-centric company’ and our award-winning Customer Service (CS) team is an essential part of that mission. Amazon CS is one of the largest customer service organizations in the world. With tens of thousands of Customer Service Associates (CSAs) around the globe providing world-class support to customers 24 hours a day, 7 days a week, and in over 15 languages (and growing).

We are looking for a talented and experienced Senior Program Manager who is excited to lead and drive large cross-organizational projects and initiatives for Amazon CS. The PM will work in an entrepreneurial environment, partnering with program owners to orchestrate all the moving pieces as needed to ensure successful and on-time delivery. In this role, you will work hands-on with a variety of business teams across different functions to deliver results while fostering input and participation from all levels of the organization. You will learn about the technology Amazon uses to manage customer experience issues for our broad worldwide (WW) catalogue containing millions of products. You will use this technology to develop new CS policies and to manage all existing policies related to product returns.

The Senior Program Manager will be a critical member of the CS team partnering with internal and external stakeholders to develop and deliver world class products and services benefiting our Amazon customers globally. In this role you will:

· Define and implement stakeholder engagement strategies that manage changes to WW CS policies.
· Deliver end-to-end projects by driving project requirements and resolving emerging issues.
· Monitor overall program progress for all CS managed product returns.
· Identify opportunities to develop and drive solutions to enable automated tools and applications for Customer Service.
· Prioritize, communicate, maintain, and execute road maps, project plans, and commitments.
· Communicate strategies and progress with leadership on a regular basis.
· Bachelor's degree
· 5+ years of experience in Project / Program Management.
· Experience with project delivery for large, cross functional projects.
· Experience communicating with technical and non-technical stakeholders at various leadership levels across different business groups.
· Strong oral and written communication skills, as well as ability to think clearly, analyse quantitatively, problem-solve, support scope of requirements and prioritize.
· Proven track record of delivering projects within scope, time, budget and quality.
· Ability to work successfully in a dynamic, ambiguous environment

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