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Amazon Senior Program Manager, Customer Experience, Stores Global Quality in Seattle, Washington

Description

Amazon Customer Service (CS) is looking for an experienced Senior Program Manager to join Amazon Stores Global Quality (SGQ) team. In this role, you will support several key programs and influence multiple cross-functional teams’ roadmaps to drive customer experience improvements and defect elimination.

You will be responsible for improving overall quality for CS operations globally. The role is centered on improving Amazon's customer experience by working on initiatives/programs centered around improving key metrics that determine quality of CS operations. The role leans on earn trust and influence without authority to gain support of Directors and Vice Presidents in the CS organization to create joint goals, roadmap and drive systemic improvement in egregious customer experiences. You will partner with global product and tech stakeholders, to create a technology roadmap that will help build the tools and products that help improve the quality of operations, and enable the frontline to help customers.

A successful candidate possesses strong business judgment, can work independently in a fast-paced and ambiguous environment, and has excellent communication skills. Demonstrated ability to define, design and drive a program’s vision and roadmap, manage competing priorities, and work with large data sets across several dimensions is required.

The preferred location for this role is Seattle, WA, USA, however, we are open to hiring candidates to work out of one of the following locations: Arlington, VA, USA | Austin, TX, USA | Nashville, TN, USA

Key job responsibilities

  • Advocate on behalf of customers and identify customer experience improvement opportunities throughout the consumer business using defect information.

  • Develop the insights and present well-reasoned, data-driven proposals to cross-functional stakeholder teams on opportunities in the areas of concessions and defect elimination.

  • Support development of strategies and programs, and influence prioritization of defect elimination projects within a matrix organization.

  • Develop then drive a periodic business and program progress reporting as it relates to concessions and defect elimination, and manage engagement with the stakeholders.

A day in the life

Amazon offers a full range of benefits for 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

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!

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

Arlington, VA, USA | Austin, TX, USA | Nashville, TN, 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

  • Bachelor's Degree

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

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.

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