Description

Amazon Customer Service is seeking a Program Manager to join our Mass Action Recovery Support (MARS) team within our Digital, Devices, and Alexa Support (D2AS) organization.

In this role, you will lead programs, initiate roadmaps, and facilitate partnerships to deliver the 3-year plan. You will work collaboratively with Amazon's tooling, product, business, and operations teams to create solutions for internal and external stakeholders. This will require you to apply continuous improvement, learn from the Program Specialists, and innovate accordingly. To be successful, you must demonstrate the ability to earn trust across multiple levels of the business, work effectively with global teams, and balance priorities. Strong analytical skills, attention to detail, and excellent written/verbal communication are essential. This fast-paced, deadline-driven role is based in Seattle and will involve working with various different teams managing our tools and business.

The ideal candidate will possess excellent analytical and program management skills, thrive in a cross-functional, fast-paced environment, and inspire positive change through strong communication. You should be capable of breaking down complex, ambiguous problems, and balance an entrepreneurial spirit with practical implementation. This role requires the ability to understand the different needs of customers and Program Specialists, dive deep to devise short- and long-term plans that enable continuous, measurable improvements."

Key job responsibilities

• Define the roadmap, strategy, and success criteria for MARS programs. Develop data-driven proposals to improve MARS efficiency, and create effective metrics to track program health.

• Manage large-scale improvement initiatives, dependencies, and bottlenecks. Provide escalation management, balance business and customer needs, and determine the right processes to ensure team success.

• Collaborate with Operations teams to identify, implement, and track programs to completion. Resolve issues, build trust, and gain consensus among cross-functional stakeholders to focus on required solutions.

• Oversee the rollout of new programs, regularly update stakeholders on progress and issue resolution. Frequently communicate goals and status updates to geographically dispersed teams.

• Scale existing programs to expand coverage and remove duplicate efforts across the Operations network. Monitor program progress, anticipate risks, initiate corrective action, and escalate as needed.

• Ensure the highest quality customer service is maintained, consistent with Amazon's Leadership Principles and Core Values.

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.

Basic Qualifications

• 3+ years of program or project management experience

• 3+ years of defining and implementing process improvement initiatives using data and metrics experience

• Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL

• Experience using data and metrics to determine and drive improvements

• Experience working cross functionally with tech and non-tech teams

Preferred Qualifications

• 3+ years of driving end to end delivery, and communicating results to senior leadership experience

• 3+ years of driving process improvements experience

• Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization

• Experience building processes, project management, and schedules

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 $66,800/year in our lowest geographic market up to $142,800/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.