Senior Program Manager, Self-Service and Automation, Customer…

March 26, 2024

Job Description

Are you someone who cares about customer experience, and wants to be involved in delivering innovative support experiences for customers of Amazon’s products? Then we’re looking for you!
We are seeking a Senior Program Manager to join the Customer Engagement Technology (CET) Team. You will be responsible for driving high-visibility programs that directly impact the customer experience globally… You will own and execute complex projects and programs, and will be seen as a thought leader and innovator within the organization. You will own and execute complex projects and programs, and will be seen as a thought leader and innovator within the organization. In this role, you will lead programs focused on self-service and automation solutions for customers, marketplace expansion activities, along with continuous improvement program delivery.
The ideal candidate has a collaborative work style, an innovative mindset, and an unparalleled work ethic. You have an excellent record of complex project and program delivery, from conception and design through implementation, measurement, closure and handover.
Key job responsibilities
– Be a singular owner of the program, managing all aspects of stakeholder engagement and deliverables from inception to launch, as well as the overall program’s strategy and roadmap.
– Define business and systems requirements working with internal and external customers.
– Define and execute the project plan from design to release, securing resources, and managing implementation.
– Clearly communicate goals, roles, responsibilities, and desired outcomes.
– Liaise with all departments to ensure relevant areas are engaged in time to develop deliverables within their area to support project deliverables. Support partner teams to refine processes and increase efficiency in line with program objectives.
– Make appropriate tradeoffs to optimize time-to-market in consultation with stakeholders.
– Manage multiple internal and external, cross functional and remote stakeholders.
– Develop change processes associated with program rollout and ongoing support.
– Track delivery against program objectives and implement proposals to improve program services and efficiencies.
– Scale existing programs to expand coverage of existing services or programs to additional domestic and international locations.
– Ideate and drive strategic change across the broader CET team.
We are open to hiring candidates to work out of one of the following locations:
Seattle, WA, USA


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