Description

Amazon Business is one of Amazon's fastest-growing new initiatives, providing business customers with the pricing, selection, and convenience of Amazon, with features and benefits designed for businesses of all sizes. We are obsessed with our customers, and in Amazon Customer Service (CS), we make their experience delightful. We identify and drive business-centric solutions by solving complex technical problems with ingenuity and simplicity, always seeking automation. We're making history, and the good news is that we've only just begun.

The CS-Business team is responsible for supporting individual professionals, businesses, and institutions that buy products in small quantities or bulk to run their businesses smoothly. We are looking for a Sr. Program Manager to join the Technology & Product Experience team within CS-Business. In this role, you will coordinate and track progress on self-service and automation (SSA) projects, working closely with global and regional leaders to ensure successful implementation. You will deliver program updates to senior management in written and verbal formats. You must be able to succeed in an entrepreneurial environment, and be able to cut through ambiguity and set priorities. This means you are not only able to develop and drive high-level critical initiatives but can also roll up your sleeves, dig in, and get the job done. You will partner with product management, operations, and technical teams internally and externally across Amazon Business and CS-Business to achieve your goals and initiatives.

The ideal candidate for this position will possess deep knowledge and expertise in program management and supporting mechanisms, and is expected to develop a broad understanding of business and operations across the organization. In addition to excellent organizational skills, you will need to be comfortable working with raw data sources to establish clear insight. The ideal candidate sees around corners, is biased toward action to ensure the team is set up for success in achieving our goals, and earns trust through broad stakeholder engagement and influence. The Sr. Program Manager will play a critical role in the business planning process and will get exposure to senior leadership across the broader CS-Business organization.

Key job responsibilities

• Lead SSA programs and projects, managing all aspects of stakeholder engagement and deliverables from inception to launch and through maintenance, contributing to shape the overall program's strategy, and tracking its roadmap.

• Define business requirements in collaboration with internal stakeholders.

• Define and execute project plans from design to release, secure resources, and manage implementation.

• Clearly communicate goals, roles, responsibilities, and desired outcomes.

• Liaise with all departments to ensure relevant teams are engaged in a timely manner to support project deliverables. Support partner teams to refine processes and increase their efficiency.

• Make appropriate trade-offs to optimize time-to-market in consultation with stakeholders.

• Manage multiple internal and external, cross-functional, and remote stakeholders.

• Develop change management processes associated with program rollout and ongoing support.

• Track delivery against program objectives and implement proposals to improve programs/services and operational efficiencies.

• Scale existing programs to expand coverage across additional marketplaces.

A day in the life

A day in the life

If you are not sure that every qualification on the list above describes you exactly, we'd still love to hear from you! At Amazon, we value people with unique backgrounds, experiences, and skillsets. If you’re passionate about this role and want to make an impact on a global scale, please apply!

Benefits Summary:

Amazon offers a full range of benefits that support you and eligible family members, including domestic partners and their children. Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment. The benefits that generally apply to regular, full-time employees include:

1. Medical, Dental, and Vision Coverage

2. Maternity and Parental Leave Options

3. Paid Time Off (PTO)

4. 401(k) Plan

About the team

The mission of the CET team within Customer Service is to create earth’s best customer service solutions through empowering our customers to utilize automation to resolve their issues quickly and efficiently. You will be a key component of our leadership team and will influence our science and engineering teams to deliver World-Wide Self-Service Automation (SSA) products based on generative AI.

Basic Qualifications

• 5+ years of program or project management experience

• Bachelor's degree

• Experience using data and metrics to determine and drive improvements

• Experience owning program strategy, end to end delivery, and communicating results to senior leadership

• Experience in complex problem solving, and working in a tight schedule environment

Preferred Qualifications

• 2+ years of driving process improvements experience

• Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field

• PMP

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 inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.