Senior Program Manager, Customer Service by Amazon - Amazon

Description Amazon's mission is to be the "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. Our tens of thousands of Customer Service Associates around the globe provide world-class support to customers 24 hours a day, 7 days a week, and in over 20 languages (and growing). One of our newest CS programs, Customer Service by Amazon (CSBA), enables Marketplace sellers to delegate their customer service to Amazon. We are seeking an experience Senior Program Manager to own this program for our customers globally. The successful candidate will have experience establishing and improving CS operating models, working cross-functionally across CS and business teams, building strong partnerships across geographical sites, and defining crisp vision, strategy and framework for complex programs. They will be equally comfortable both presenting to senior executives, and getting into the weeds of driving operational improvements which deliver world-class customer experiences. They use data and customer insights to inform decision-making, and have provide experience in establishing and building new CS programs from the ground up. Key job responsibilities - Be the "single threaded leader" for continuous improvement of MFN/CSBA CS processes responsible for translating global strategy and goals into deliverables globally - Oversee operating model and strategy of MFN/CSBA programs for sellers around the world. - Partner with product, operations and CS functional teams to define launch and expansion strategy, define the Customer Experience (CX), goals and operating models. - Continuously improve the program, identifying CX, process, operational or product improvements. - Lead through influencing to drive prioritization of improvements and develop the program. A day in the life - Identifying opportunities and influencing organizations to gain support and overcome resistance with data and persuasion. - Delivering end-to-end projects, working through obstacles across multiple teams and organizations. - Utilizing strong problem-solving skills to work through complex challenges. - Communicating clear and concise expectations and requirements with business and technology teams. - Presenting well-reasoned and data driven proposals in both verbal and written form. 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! Amazon offers a full range of benefits for 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" We are open to hiring candidates to work out of one of the following locations: Seattle, WA, 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 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 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. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us. 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. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.