Description

Alexa and Echo Family of Devices.

Amazon revolutionized customer service, now we are changing what customers expect from technical support. We are Device, Digital and Alexa Support (D2AS), and we’re responsible for the Customer Service operations and tech support for all Amazon Devices & Services and Digital.

In this role you’ll be leading the product and support experience for Devices & Services supporting Alexa and Echo Family of Devices.

You will advocate for the customer to improve the product and support experience and influence the product and feature roadmap impacting millions of customers.

Key job responsibilities

Are you someone who cares about customer experience, and wants to be involved in delivering innovative support experiences for customers? Then we're looking for you!

We are seeking an experienced Senior Program Manager to join the Device, Digital and Alexa Support (D2AS) 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.

In this role you’ll be driving programs and activities in Customer Service for Amazon Devices & Services (Alexa). 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.

You must have a collaborative work style, an innovative mindset, and an unparalleled work ethic. You have an excellent record of complex project and program delivery, from conception and design through implementation, measurement, closure and handover. Your responsibilities will include:

• Be a singular owner of your programs, managing all aspects of stakeholder engagement and deliverables from inception to launch, as well as the overall program’s strategy and roadmap.

• Define business and systems requirements working with internal customers.

• 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 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 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 program services and efficiencies.

• Scale existing programs to expand coverage of existing services or programs to additional domestic and international locations.

• Ideate and drive strategic change across the broader D2AS team.

A day in the life

Build relationships with stakeholders, understand their priorities and support while continuing to advocate for the customer and improving the device, device software and technical support experience.

Identify new opportunities to improve the Devices & Services products and the support experience. Assess and prioritize opportunities based on strategic goals, business needs and customer value.

Work collaboratively across the product team to share insights, best practices, and discoveries to elevate the work of the team on behalf of the business and our customers.

Monitor progress against goals: anticipate risks, resolve issues, and implement proposals to improve program services and efficiency.

“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 are Device, Digital and Alexa Support (D2AS), and we’re responsible for the Customer Service operations and product experience for all Amazon Devices and Digital services, from the Kindle and Echo, to Amazon Music and Prime Video.

The Device, Digital, and Alexa Support team owns the entire Amazon Devices & Services portfolio, including Prime Video, Amazon Music, Kindle Digital Content, Devices, Alexa, the Smart Home category, and also provides some support to our owned brands of Ring, Blink, and eero.

We are open to hiring candidates to work out of one of the following locations:

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

• • Experience using data and metrics to drive improvements
• • Experience with Excel or Tableau (data manipulation, macros, charts and pivot tables)
• • Experience communicating results to stakeholders

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

• Strong analytical skills with demonstrated problem solving ability

• Experience using any of SQL or other analytical tools for conducting data analysis

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 https://www.amazon.jobs/en/disability/us.

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 https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.