Description

Amazon Customer Servicing (CS) is looking for a Program Manager who can lead a team of Testing specialists and BAs focused on the global migration of CS onto Amazon Connect. This team is tasked to work closely with our CS Ops teams and understand testing scope, creating test plans and a test repository, facilitating UAT and dealing with bug triaging and issue resolution for setting up our CSA network on Connect as we migrate from our legacy system onto this new product. They work extensively on testing the Connect functionality, access, setups and configurations and all other go-to-market readiness to ensure the store is launch ready. This resource will lead the team and ensure all 2024 launches are successful without any high severity issues while also working on a strategy for this space on how we move from manual testing in a highly monotonous environment to an automated testing landscape in the near term.

The successful candidate is a highly adept communicator, able to effectively draw alignment with a diverse set of stakeholders including senior leadership, engineering, product, finance and business partners. You are a Business analyst leader, that works closely with Amazon CS ops teams in the creation of documentation for testing and setups across stores at a global scale including formulating the long term strategic plan and annual and monthly operational and business reviews. With these plans in place you then leverage your strong execution capabilities drive them into fruition. You are passionate about processes and relish bringing structure to an organization while being comfortable with a degree of ambiguity. You easily earn the trust and respect of others and are regarded as the ‘go to person’ on the space that you champion. Throughout your role you bring a strong bias toward data driven decision making, bias for action and an innate ability to understand how metrics relate to business problems and to each other. You display strong ownership and execution abilities leading the tactical day-to-day tasks while also being heavily invested in the longer term strategic plan for your team and how the team would continue to add value to the organization. The ideal candidate is a self-starter with the insatiable will to ‘get stuff done’, enjoys thinking strategically while is also able drive detailed execution. If this role sounds like you, come be part of this exciting journey.

Key job responsibilities

This role is expected to:

• Deliver test plans and facilitate UAT testing for Amazon stores across the global marketplace, aiding migration of our legacy telecom system onto a new one

• Proactively identify problems with significant business impact; facilitate analysis to identify problems and opportunities

• Independently define testing approach and issue triaging and resolution mechanisms

• Own the effective communication of metrics and progress

• Manage Testing and go to market strategies management with specific focus on reducing defects, bringing in process improvements, and defining opportunities for tech automation

• Manage a team of 4-6 test analysts and lead the vision and strategy for the team

• Consistently own and deliver deep dives in the form of narratives that influence business direction

• Influence other teams to ensure deadlines are met; hold stakeholders accountable

• Effectively manage project resources; create solutions to unexpected obstacles and reallocate resources as necessary

• Design and manage incubation strategies to ensure testing at scale before full migration

• Continuously build network of talent inside and outside of company

• Demonstrate and differentiate performance and leadership across multiple levels and apply to hiring decisions

• Create mechanisms to quickly on-board new talent to the organization; mentor others

• Coach effectively and provide feedback to direct reports to help develop talent and support career development

• Set and balance goals across team, optimizing performance against department goals

A day in the life

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”

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

Dallas, TX, USA | San Jose, 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 implementing repeatable processes and driving automation or standardization

• Experience in complex problem solving, and working in a tight schedule environment

• Experience working cross functionally with non-tech teams

Preferred Qualifications

• Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field

• Experience with large scale migrations

• Experience leading teams focused on product launches with quality and within budget

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. Applicants should apply via our internal or external career site.