Amazon
Location
Cupertino, CA | United States
Job description
Description
Are you someone who cares about customer experience, and wants to be involved in delivering innovative support experiences for customers of Amazon’s products? Then we're looking for you!
We are seeking an experienced Senior Program Manager to join the Customer Engagement Technology (CET) team. You will be responsible for driving high-visibility programs that directly impact the customer experience globally. You will own and execute complex projects and programs, and will be seen as a thought leader and innovator within the organization. In this role you will lead the daily operations of the Run of Business (RoB) program, including ownership of operational planning, advising on headcount, and prioritization strategy to help the team meet their goals.
In this role, you must have a collaborative work style, an innovative mindset, and an unparalleled work ethic. You also have an excellent record of complex project and program delivery, from conception and design through implementation, measurement, closure and handover.
Key job responsibilities
Be a singular owner of the RoB Daily Operations program, managing aspects of stakeholder engagement and deliverables on overall program’s strategy and roadmap.
Define business and systems requirements working with internal and external customers.
Define and execute annual planning from securing resources, and managing allocation.
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 tradeoffs to optimize meeting financial goals.
Manage 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 services or programs to domestic and international locations.
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:
Medical, Dental, and Vision Coverage
Maternity and Parental Leave Options
Paid Time Off (PTO)
401(k) Plan”
We are open to hiring candidates to work out of one of the following locations:
Arlington, VA, USA | Austin, TX, USA | Cupertino, CA, USA | 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
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
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 Applicants should apply via our internal or external career site.
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