Senior Program Manager
Amazon.com
Amazon's Customer Service (CS) organization is seeking an experienced Sr. Program Manager to join the Device, Digital & Alexa Support (D2AS) Team. The successful candidate will be a key member of the D2AS Program Management team, which is responsible and accountable for driving high-visibility programs that directly impact the customer experience globally.
The ideal candidate will own and execute complex projects and programs, and will be seen as a thought innovator within the organization.
In addition to the delivery of internal continuous improvement programs, this role will also focus on establishing technical support offerings and improving the customer support experience with Kindle Digital Content.
The candidate will have a proven record of complex project and program delivery, from conception and design through implementation, measurement, closure and handover. CX background is a plus!
Key job responsibilities
- Scope and deliver complex, business critical programs end-to-end and drive and shape the overall program’s 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 objectives.
- Make appropriate trade-offs to optimize time-to-market in consultation with stakeholders.
- Managing 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 improvements across the broader D2AS team
A day in the life
You'll analyze the customer experience of Kindle Digital Content, gathering and measuring customer feedback.
Your role involves preparing new features for launch and collaborating with product and business teams to enhance the reading and overall product experience. You'll contribute to new product development, designing experiences that maximize the value of new features for customers. With visibility to senior leadership, you'll advocate for the customer's perspective, ensuring their needs are prioritized in key product and business decisions.
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
We at D2AS strive to make digital experiences effortless for customers. Our goal is to anticipate, evaluate, prevent, and eliminate any effort required from customers. We achieve this by setting the strategy for digital support and accelerating the delivery of seamless support experiences across Amazon's digital products.
Our team combines strategic thinking, technology expertise, and customer experience best practices. This ensures customers can easily get the most value from Amazon's digital offerings. We focus on providing the right support at the right time, tailored to each customer's needs. By eliminating friction and making support effortless, we enhance the overall customer experience.
The ideal candidate will own and execute complex projects and programs, and will be seen as a thought innovator within the organization.
In addition to the delivery of internal continuous improvement programs, this role will also focus on establishing technical support offerings and improving the customer support experience with Kindle Digital Content.
The candidate will have a proven record of complex project and program delivery, from conception and design through implementation, measurement, closure and handover. CX background is a plus!
Key job responsibilities
- Scope and deliver complex, business critical programs end-to-end and drive and shape the overall program’s 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 objectives.
- Make appropriate trade-offs to optimize time-to-market in consultation with stakeholders.
- Managing 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 improvements across the broader D2AS team
A day in the life
You'll analyze the customer experience of Kindle Digital Content, gathering and measuring customer feedback.
Your role involves preparing new features for launch and collaborating with product and business teams to enhance the reading and overall product experience. You'll contribute to new product development, designing experiences that maximize the value of new features for customers. With visibility to senior leadership, you'll advocate for the customer's perspective, ensuring their needs are prioritized in key product and business decisions.
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
We at D2AS strive to make digital experiences effortless for customers. Our goal is to anticipate, evaluate, prevent, and eliminate any effort required from customers. We achieve this by setting the strategy for digital support and accelerating the delivery of seamless support experiences across Amazon's digital products.
Our team combines strategic thinking, technology expertise, and customer experience best practices. This ensures customers can easily get the most value from Amazon's digital offerings. We focus on providing the right support at the right time, tailored to each customer's needs. By eliminating friction and making support effortless, we enhance the overall customer experience.
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