Senior Program Manager, Amazon Customer Service

• 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
Have you ever thought about what it takes to provide millions of customers with support across hundreds of social media handles, globally, while protecting their privacy and security? The Customer Service - Social Media organization is looking for a Program Manager who can thrive in a diverse, global team, and is passionate about managing complex roadmaps, to ensure the entire team delivers its core goals. This program role will sit within our Tools and Systems team, and will define and deliver the roadmaps for two important areas. The first is the management of our tooling strategy, both first and third party. The second roadmap directly impacts our customers, looking for opportunities to impact how quickly and smoothly they are able to get an answer to their question. Key job responsibilities - Manage the lifecycle of a complex cross-functional program that impacts social media support. - Define and deliver the overall program strategy, roadmap, and business justification. - Drive mindful discussions within the team, and across stakeholder teams, to make crisp decisions. - Contribute to business reviews, and communicate effectively with multiple teams, and leadership audiences. - Use your judgment to question proposals, test assumptions, and challenge prioritization decisions to drive the best customer experience outcomes. - Solve ambiguous problems and proactively identify and mitigate risks before they become roadblocks. - Eliminate excess process and constantly look for opportunities to streamline, automate, or (best) eliminate work. - Share program-management best practices, and hire, mentor, and develop others. A day in the life As a Senior Program Manager within Customer Service - Social Media, you're managing complex roadmaps to keep the entire organization on track to deliver its goals. By clearly communicating, building strong relationships, and constantly looking for opportunities, you're able to unblock potential delays, prioritize effectively, and increase the impact of the products, programs, and projects we're delivering. Here at Amazon, we embrace our differences. We are committed to furthering our culture of inclusion. We have ten employee-led affinity groups, reaching 40,000 employees in over 190 chapters globally. We have innovative benefit offerings, and 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. 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: 1. Medical, Dental, and Vision Coverage 2. Maternity and Parental Leave Options 3. Paid Time Off (PTO) 4. 401(k) Plan About the team Social media is a fast-paced, ever-evolving world, where new features and channels launch constantly, and customers’ behavior varies by social media app, demographic, and the type of support they need. Customer Service – Social Media is innovating to meet those challenges, scaling service to the customers who need help today, and building new solutions for the next generation of customers. We benefit from being part of the wider Customer Service organization, one of the most tenured teams at Amazon, so can learn from the experience of building tools to assist customers on traditional channels such as email, phone, and chat.• 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 fieldAmazon 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.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.Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $104,100/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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