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    • Senior Program Manager, Customer Service Technology, Amazon World Wide Operations - Seattle, WA - Jobleads-US

    Jobleads-US
    Jobleads-US Seattle, WA

    2 days ago

    Jobleads-US background
    Full time
    Description

    Senior Program Manager, Customer Service Technology

    Key Responsibilities:

    • Manage full lifecycle of complex cross-functional programs with considerable impact across multiple organizations.
    • Develop overall program strategy, driving teams in and outside your organization to deliver.
    • Define program (mission, vision, tenets), set objectives, analyze data, and drive improvements quantified with metrics.
    • Work autonomously in an ambiguous environment, seeking to understand business problems, automation limitations, scaling factors, boundary conditions, and reasons behind leadership decisions.
    • Partner with teams across the business you support and beyond to source, allocate, and coordinate resources.
    • Partner with customers, internal/external teams, and engineering teams to determine what projects move forward and in what priority order.
    • Oversee gaps between teams, processes, and systems, helping teams reduce exposure to classic failure modes.
    • Solve ambiguous problems and proactively identify and mitigate risks before they become roadblocks.
    • Work with program managers, business leaders, and executive team to communicate and impact critical business initiatives.
    • Develop, implement, and govern KPI reporting for a portfolio of programs, providing visibility to milestones and performance across all projects.
    • Engage other Amazon business units globally to share best practices and improve end-to-end outcomes for Amazon customers.
    • Roll up your sleeves and do whatever is necessary; general manager/owner mentality.

    A Day in the Life:

    This is a hybrid role, requiring Program Managers to be on-site at least 3 days/week in corporate office. Some travel offsite may be required (no more than 25%).

    About the Team:

    Our Inclusive team culture values effective communication across teams and levels, while harmonizing the needs of internal and external customers. Your relentless focus on elevating the customer experience will be your guiding principle. Adaptability and prioritization in a dynamic business environment are key attributes. Embracing a goal-oriented, collaborative approach, our team is committed to delivering results.

    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 include 2+ years of driving process improvements experience and Master's degree or MBA in business, operations, human resources, adult education, organizational development, instructional design, or related field.
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