Senior Program Manager, Customer Service Technology, Amazon World Wide Operations

About the position The Senior Program Manager for Customer Service Technology at Amazon is responsible for managing complex cross-functional programs that significantly impact multiple organizations. This role requires strategic thinking, program management expertise, and the ability to drive projects in a fast-paced environment. The position involves developing program strategies, defining objectives, analyzing data, and improving processes to enhance customer experience. Responsibilities • Manage full lifecycle of complex cross-functional programs with considerable impact across multiple organizations • Develop the overall program strategy, tactically driving teams in and outside of your organization to deliver • Define the program (mission, vision, tenets), set objectives, analyze data and drive improvements that are 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 • 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 the 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 • Create, communicate, and manage budget for projects Requirements • 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 Nice-to-haves • 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 Benefits • Competitive salary • Equity and sign-on payments • Comprehensive medical benefits • Financial benefits • Employee discounts • Flexible work arrangements Apply tot his job