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Amazon Sr. Manager, Customer Experience Strategy, Insights, & Programs, Amazon AIR in Bellevue, Washington

Description

Do you want to join one of the most exciting teams at the world's most customer-centric company? Then come soar with Amazon Air! AIR Customer Experience Strategy, Insight and Program team's vision is to advocate for our customers, drive Air Performance across the network by setting up strategy of improvement, providing insights through data driven reports to identify customer experience trends, and coordinate the interests of the Air network to provide the optimal outcome for Air’s most important stakeholders.

We are looking for a highly skilled and motivated Sr. Manager, CX Strategy, Insight and Program to help drive this vision via using data-driven insights. This thought leader will generate and leverage insights based on Amazon AIR’s unique data to lead strategic discussions with AIR business teams to advocate for our customers and drive the best delivery experience. This leader works closely with business partners to set business objectives, define success metrics, and generate delivery roadmaps. Experience working with major airline / transportation / supply chain companies in a strategic leadership role as a change agent working on communication planning will help this individual work more effectively.

This is a builder role not just in terms of strategy, process, and execution, but also in terms of team, and the leader will need be comfortable getting into the weeds and being hands-on with the data.

If you are not sure that every qualification on the list 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!

US Based Benefit 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:

  • Medical, Dental, and Vision Coverage

  • Maternity and Parental Leave Options

  • Paid Time Off (PTO)

  • 401(k) Plan

Key job responsibilities

As a Senior Manager leading an CX Strategy, Insight and Program team, this role is responsible for establishing a strategic AIR customer experience vision, leveraging program controllership mechanisms to drive accountability and mitigate risk, and force multiplying through talent management practices and corresponding guiding principles.

This leader is responsible for the creation and evolution of a significantly complex cross-organizational vision that directly advances AIR customer experience through DEA - Amazon's commitment to our customers. The first and primary responsibility of the Sr Mgr is establishing and maintaining cross-organizational alignment on a unified AIR customer experience vision. They analyze potential programs so as to identify those that are best aligned with our strategic customer experience objectives, and integrate within operational planning cycles (OP1 and OP2). This vision serves as the foundation for multi-objective optimization, resource allocation, and program prioritization.

This leader ensures stakeholder accountability and mitigates risk through program controllership mechanisms that drive the speed, quality, and reliability of program execution across organizations. The Sr Mgr leverages established standardized best practices and guardrails to hold internal and external stakeholders accountable to program milestones and quality standards, surfacing and mitigating unplanned risk through solutions that balance speed, accuracy, and brilliant basic trade-offs in a transparent and auditable mechanism.

The Sr Mgr leverages talent management practices and guiding principles to empower internal and external stakeholders to upskill and deliver more effective results. This leader also provide structured development and training resources for their team and key external stakeholders, and embedding a culture of collective intelligence to drive continuous improvement at scale.

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

Bellevue, WA, USA

Basic Qualifications

  • 8+ years of program or project management experience

  • Bachelor's degree

  • Experience owning program strategy and end to end delivery

  • Experience managing teams of 6 or more

  • Experience defining and executing program requirements

  • Experience in Supply Chain Management, Cross Organizational Strategy, programs, or other field from an accredited university or 5 years or related experiences.

Preferred Qualifications

  • 10+ years of program or project management experience

  • 8+ years of working cross functionally with tech and non-tech teams experience

  • Masters degree

  • Experience leveraging data-driven insights based to lead strategic discussions

  • Experience setting business objectives, defining success metrics, and generating delivery roadmaps

  • Experience working with major airline / transportation / supply chain companies in a strategic leadership role

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 $121,100/year in our lowest geographic market up to $225,200/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.

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