Customer Advocacy Program Manager


Amazon is looking for a smart, driven, problem solver to advocate for employees, the HR community and service teams by building perspective on customers and context to their business problems. It collaborates with service owners to advocate for the Voice of the Customer within projects and solutions. The primary focus for this position will focus on the collection of customer pain points, analyzing information into measurable problem statements, and articulating the impact of the problem to leadership. As a trusted service, Customer Advocacy supports leadership on informing prioritized decision making through customer obsession.

Key responsibilities:

  • Lead the analysis of complex business problems and business requirement gathering
  • Gather effective functional requirements to evolve internal tools, dashboards and processes
  • Provide executive updates on an overall issue including impact, volume of issue, and frequency
  • Ensure the voice of the customer is reflected in white papers, problem statements and user stories
  • Support the adoption standard Customer Advocacy methods with service teams
  • Build and maintain successful partnerships across globally with stakeholders
  • Work with project teams and ensure that all agreed strategic projects are progressing and delivering desired results on time and in budget, to include process improvements, HR shared services, HR systems, and delivery capability
  • Proactively identify methods and change management solutions to support projects
  • Using own initiative to develop or improve program or project management processes
  • Perform daily functions of basic project management, such as program scheduling and planning, monitoring and status reporting against planned deliverables, benefits and milestones, resource and program tracking, development and management of risk, issue, and action logs

Basic Qualifications

  • Concise writing skills with clear articulation of problems, relative data and recommendations
  • Excellent communication skills, ability to simplify complex topics for broad audience
  • 5+ years of relevant program/project management experience, preferably in HR
  • Proven experience and expertise in project management, process improvement, and/or HR technology within an intense fast paced customer driven environment
  • Self-starter, strong drive, bias for action and result oriented
  • Highly organized, able to prioritize and work under pressure on a number of projects at the same time
  • Enthusiastic team player with a strong drive to create a positive work environment
  • Excellent interpersonal skills with the ability to communicate at all levels
  • Demonstrated experience in managing and influencing senior stakeholders and matrix environment
  • Excellent communication skills, ability to simplify complex topics for broad audiences
  • Bachelor's degree

Preferred Qualifications

  • Experience of working in a shared services environment and other elements of service support such as process redesign, call center related systems and customer or user process design.
  • Proven experience leading cross-functional projects and managing company-wide programs
  • Lean Six Sigma Green Belt
  • Confidence in dealing with senior level staff and ability to communicate in a crisp, concise and professional manner
  • 2- 3 years of project management experience with scoping, leading, and delivering moderately complex projects
  • Knowledge of program management lifecycle and project management tools
  • Understand the agile and scrum methodologies and building of functional requirements to meet end user's/customer's needs
  • Experience of leading / supporting system based projects whether it be core HR systems or support systems (e.g. SharePoint, PeopleSoft, or Workday)

Amazon is an Equal Opportunity-Affirmative Action Employer - Female/Minority/Disability/Veteran/Gender Identity/Sexual Orientation.

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