Amazon Autos is building a new customer experience which enables shopper to complete their entire vehicle discovery and purchase journey in Amazon’s online store, providing better convenience and selection than the traditional car shopping process.

We are seeking a highly motivated and experienced Senior Program Manager to join our Amazon Autos team. In this role, you will be responsible for working with stakeholders to develop and implement strategies to reduce customer contacts across our purchase journey, improving customer satisfaction, and increasing operational efficiency.

Key job responsibilities
As the Contact Reduction Senior Program Manager for Amazon Autos, you will:
- Develop and execute comprehensive contact reduction strategies for Amazon Autos services.
- Analyze customer contact data to identify trends, pain points, and opportunities for improvement.
- Collaborate with cross-functional teams including Product, Engineering, Operations, and Customer Service to implement contact reduction initiatives.
- Identify opportunities and work with Product to design and implement self-service tools and automated solutions to minimize the need for customer contacts.
- Establish key performance indicators (KPIs) and metrics to measure the success of contact reduction efforts.
- Lead root cause analysis projects to address recurring customer issues and implement long-term solutions.
- Manage multiple high-impact projects simultaneously, ensuring timely delivery and quality results.
- Develop and maintain relationships with key stakeholders across the organization to drive contact reduction initiatives.