Amazon Customer Service (CS) is seeking a self-driven Senior Program Manager to set the strategy for organizational and operational excellence initiatives focused on headcount management and reporting.

If you are a data obsessed individual, that thrives diving into details, and indexes high on ownership - this could be a perfect match.

In this role, you will own org-wide headcount management for Amazon CS via Roster, a central Amazon tool to track headcount. This includes onboarding the CS organization onto Roster, developing headcount management mechanisms, and leading change management across the org. You will set and manage a roadmap of initiatives, driving end-to-end program management of projects that aim to improve both headcount management and reporting for the organization.

This is a high visibility role that requires close partnership with CS senior leaders to understand their priorities. You'll have the opportunity to flex your ability to earn trust by building mechanisms that inform strategic discussions on where CS resources should be invested to drive the greatest customer experience improvements.

Key job responsibilities
- Own the end-to-end program management of initiatives that improve HC management practices
- Lead regular strategic and tactical discussions with the CS senior leaders and stakeholders on the staffing plan across CS to inform resource investments
- Owner and central org-wide point of contact for Roster
- Own reporting and documentation for weekly, monthly, and/or quarterly business reviews
- Partner and build strong relationships with CS Finance to analyze HC trends that inform accurate forecasts
- Partner and build strong relationships with CS Talent Acquisition to understand hiring needs and optimize workflows
- Identify and drive improvements to headcount management tooling and resources, and advocate on behalf of CS for future tech enhancements
- Develop and own org-wide standard operating procedures

About the team
This role sits on an Operational Excellence team spanning two organizations that support senior leaders for all processes related to Amazon's operating calendar and general business operations. This role is specific to Customer Service.

We're a small, but mighty team, with a mission to create self-sustaining business-critical processes. To do this, we 1) manage the process for various org-wide initiatives (e.g., goal setting, operational planning, headcount management, etc.); 2) drive continuous improvement to those processes (sometimes through automation/tooling); and 3) drives improvement to general operations (e.g., standardization through SOPs, developing new mechanisms, etc.).