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Jobs in Seattle, WA

Senior Program Manager, Operational Excellence, Amazon Customer Service

Amazon

Seattle, WA

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JOB DETAILS
SKILLS
Artificial Intelligence (AI), Automation, Business Administration, Business Operations, Business Processes, Business Support, Communication Skills, Cross-Functional, Customer Experience, Customer Support/Service, Human Resources, Instructional Design, Leadership, Machine Tool, Mentoring, Metrics, Operational Strategy, Operational Support, Operations Management, Operations Processes, Organizational Development/Management, Performance Metrics, Process Improvement, Project/Program Management, Team Lead/Manager, Time Management
LOCATION
Seattle, WA
POSTED
30+ days ago
Description Customer experience is at the heart of all we do at Amazon, as we strive to be Earth's most customer centric company. Amazon Customer Service (CS) is at the forefront of customer experience, working relentlessly to provide customers a convenient, high quality, and delightful experience - across all of our CS channels - in every interaction. We are seeking an experienced and highly skilled Program Manager to lead key Rhythm of Business programs and mechanisms. In this role, you will own critical business operations processes end-to-end and help ensure alignment from top to bottom. You will have strategic insight and tactical execution in balance to drive effective and efficient Rhythm of Business goals. You will own complex CS-Wide initiatives that require cross-functional coordination and detailed understanding of our business. This role requires excellent program management skills including across stakeholder management, program design, program governance, and navigating ambiguity to deliver results. You will be operating at the scale of Amazon CS and with other Rhythm of Business leaders throughout our organization. Key job responsibilities - Rhythm of Business Management: Design, implement and manage key Rhythm of Business programs that support business operations across CS (e.g., Think Big, OP1) - Program Management: Provide detailed program management design and implementation to ensure high quality and efficient programs in practice. Review programs regularly. - Stakeholder Management: Be the face of Rhythm of Business for CS across our team and with internal partner teams across Amazon. Ensure leadership alignment with programs and initiatives. Create working group to support our goals for operational efficiency and effectiveness. - New Program Design and Implementation: See around corners to decide the next types of programs and tooling we need in CS to drive us towards our goals. Design and implement new programs and advocate for the right resources to ensure we deliver on time and at high quality. - Data and AI Insight: Define KPIs and metrics to measure program success. Leverage new technologies and tools, including with AI, to help us solve our business operations challenges. - Navigate Ambiguity: Be proactive in navigating ambiguous business challenges to a successful outcome by driving clarity and structure. - Cross-Team Collaboration: Act as the key connection point across the organization, ensuring alignment, effective communication, and seamless execution. About the team The Organizational Enablement team within Amazon Customer Service is an organization made up of a diverse suite of functions dedicated to ensuring our Customer Service team runs smoothly and delivers for customers. We are a team of strategic and operational drivers who sit at the center of the key executive processes and our most critical goals to support the wide-ranging Customer Service organization. *Team Culture* Here at Amazon, we embrace our differences. We are committed to furthering our culture of inclusion. We have ten employee-led affinity groups in over 190 chapters globally. We have innovative benefit offerings, and we host annual and ongoing learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (diversity) conferences. Amazon's culture of inclusion is reinforced within our 16 Leadership Principles, which remind team members to seek diverse perspectives, learn and be curious, and earn trust. *Work/Life Balance* Our team also puts a high value on work-life balance. Striking a healthy balance between your personal and professional life is crucial to your happiness and success here, which is why we aren't focused on how many hours you spend at work or online. Instead, we're happy to offer a flexible schedule so you can have a more productive and well-balanced life-both in and outside of work. *Mentorship and Career Growth* Our team is dedicated to supporting new members. We have a broad mix of experience levels and tenures, and we're building an environment that celebrates knowledge sharing and mentorship. We care about your career growth and strive to assign projects based on what will help each team member develop into a better-rounded professional and enable them to take on more complex tasks in the future. 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 - Experience implementing repeatable processes and driving automation or standardization 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 - Knowledge of general AI tools - Experience defining and executing program requirements Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner. The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits . USA, WA, Seattle - 115,600.00 - 160,000.00 USD annually

About the Company

A

Amazon

At Amazon, we don’t wait for the next big idea to present itself. We envision the shape of impossible things and then we boldly make them reality. So far, this mindset has helped us achieve some incredible things. Let’s build new systems, challenge the status quo, and design the world we want to live in. We believe the work you do here will be the best work of your life.

Wherever you are in your career exploration, Amazon likely has an opportunity for you. Our research scientists and engineers shape the future of natural language understanding with Alexa. Fulfillment center associates around the globe send customer orders from our warehouses to doorsteps. Product managers set feature requirements, strategy, and marketing messages for brand new customer experiences. And as we grow, we’ll add jobs that haven’t been invented yet.

It’s Always Day 1
At Amazon, it’s always “Day 1.” Now, what does this mean and why does it matter? It means that our approach remains the same as it was on Amazon’s very first day – to make smart, fast decisions, stay nimble, invent, and stay focused on delighting our customers. In our 2016 shareholder letter, Amazon CEO Jeff Bezos shared his thoughts on how to keep up a Day 1 company mindset. “Staying in Day 1 requires you to experiment patiently, accept failures, plant seeds, protect saplings, and double down when you see customer delight,” he wrote. “A customer-obsessed culture best creates the conditions where all of that can happen.” You can read the full letter here

Our Leadership Principles
Our Leadership Principles help us keep a Day 1 mentality. They aren’t just a pretty inspirational wall hanging. Amazonians use them, every day, whether they’re discussing ideas for new projects, deciding on the best solution for a customer’s problem, or interviewing candidates. To read through our Leadership Principles from Customer Obsession to Bias for Action, visit https://www.amazon.jobs/principles
COMPANY SIZE
10,000 employees or more
INDUSTRY
Other/Not Classified
FOUNDED
1994
WEBSITE
http://Amazon.com/militaryroles

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