Sr. Program Manager, Amazon Customer Service
Amazon.com
Device, Digital & Alexa (D2AS) organization within Amazon Customer Service (ACS) is seeking a Senior Program Manager for the Devices & Services Support (DSS) team. In this role, you will be leading the product and support experience for Kindle, Tablet & Kids devices.
We are looking for a candidate with a strong program management skill set and a record of owning and executing complex, strategic, cross-functional projects, that require collaboration across various technical and non-technical functions.
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 programs, and will be seen as a thought innovator within the organization. The role will focus on establishing or improving the customer support experience and driving insights to eliminate product defects for Kindle, Tablet and Kids devices in addition to the delivery of internal continuous improvement programs.
You will advocate for the customer, work with the business to resolve areas of customer friction, and influence the product and feature roadmap for millions of customers.
Key job responsibilities
- Singular owner of your programs, managing all aspects of stakeholder engagement and deliverables from inception to launch and through sustainment, and the overall program’s strategy and roadmap.
- Define business requirements working with internal stakeholders.
- 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 teams are engaged on time to support project deliverables. Support partner teams to refine processes and increase their efficiency.
- Make appropriate tradeoffs to optimize time-to-market in consultation with stakeholders.
- 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 programs/services and efficiencies.
- Scale existing programs to expand coverage to additional marketplaces.
- Ideate and drive strategic changes across the broader D2AS team.
A day in the life
We thrive on solving challenging problems to innovate for our customers. By pushing the boundaries of technology, we create unparalleled experiences that enable us to rapidly adapt in a dynamic environment. Our decisions are guided by data, and we collaborate with engineering, science, and product teams to foster an innovative learning environment.
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.
We are looking for a candidate with a strong program management skill set and a record of owning and executing complex, strategic, cross-functional projects, that require collaboration across various technical and non-technical functions.
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 programs, and will be seen as a thought innovator within the organization. The role will focus on establishing or improving the customer support experience and driving insights to eliminate product defects for Kindle, Tablet and Kids devices in addition to the delivery of internal continuous improvement programs.
You will advocate for the customer, work with the business to resolve areas of customer friction, and influence the product and feature roadmap for millions of customers.
Key job responsibilities
- Singular owner of your programs, managing all aspects of stakeholder engagement and deliverables from inception to launch and through sustainment, and the overall program’s strategy and roadmap.
- Define business requirements working with internal stakeholders.
- 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 teams are engaged on time to support project deliverables. Support partner teams to refine processes and increase their efficiency.
- Make appropriate tradeoffs to optimize time-to-market in consultation with stakeholders.
- 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 programs/services and efficiencies.
- Scale existing programs to expand coverage to additional marketplaces.
- Ideate and drive strategic changes across the broader D2AS team.
A day in the life
We thrive on solving challenging problems to innovate for our customers. By pushing the boundaries of technology, we create unparalleled experiences that enable us to rapidly adapt in a dynamic environment. Our decisions are guided by data, and we collaborate with engineering, science, and product teams to foster an innovative learning environment.
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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