Program Manager - Employee Resource Center Tools

3+ months agoArlington, VA


Join Amazon's Employee Resource Center (ERC) team and help make a difference for all Amazonians! The ERC provides HR assistance to Amazon employees, in the form of accurate, consistent, and timely responses to inquiries from various contact channels phone, web case and chat. The ERC primarily exists to connect employees with content and data not available through intuitive self-service, and to intake process defects and workflow these to relevant resolution teams. The ERC team is comprised of 2500+ associates supporting Amazon employees in 49 countries and 14 languages. ERC associates are located in nine locations globally.

We are currently looking for a Program Manager in ERC to support system applications used by ERC associates to assist Amazon employees and build tools and integration with our technical partners to improve agent productivity. The ideal candidate will be a self-starter and have a sharp business mind and a proven ability to strategize and implement high-level program initiatives. You will collaborate with the ERC business leaders and Employee Services technical teams to understand current needs and evaluate for contact deflection opportunities, contact and case management handling opportunities and design enhancements to ensure our agents have tools that are easy to use so they can focus on providing excellent service to their fellow Amazonians.

As a Program Manager, you will:
• Collaborate with business owners and technical resources for ongoing evaluation, improvement, expansion and risk evaluation of existing tools while triaging deficiencies down streams.
• Develop business requirements and collaborate with Employee Services technical teams to build and deploy.
• Analyze, evaluate and produce program reports for management and stakeholders.
• Build, develop and manage Program roadmap for agent experience improvement initiatives. Partner with program/product managers within ERC and ES Tech to deliver on your roadmap.
• Define areas of focus/opportunity supported by analysis. Develop solutions and set up mechanisms to ensure programs are on track and identify and remove roadblocks.
• Make prioritization and trade-off decisions balancing agent experience and business value
• Operate autonomously; drive programs end to end including business goals, technical solutions. Drive alignment with senior leaders
• Understand business level goals and continuously look for ways to optimize the agent experience.
• Develop global standards and best practices for tool governance and quality configuration.
• Collaborate effectively and seek to understand user experience on tool offerings.


• 3+ years experience in program or project management
• Bachelor's Degree
• Experience defining program requirements and using data and metrics to determine improvements
• 3+ years experience working cross functionally with tech and non-tech teams
• Proven ability to use technology to scale programs and improve efficiencies.
• Proficiency in Microsoft Office applications.
• Experience with HR System Program Management


• Hands-on experience designing tools or operations supporting contact centers or customer experience.
• Experience with Case Management Solutions and HRIS
• Experience working with global customers/partners.
• Must be comfortable in fast-paced, deadline-driven environment and able to manage multiple priorities.
• Experience applying analytical and problem solving skills toward identifying opportunities and decisions.
• Self-driven, ability to be both strategic and execution oriented.
• Prior Shared services, Call Center or Employee Services experience
• Prior experience gathering requirements and implementing integration with systems.
Position may be located in Arlington, VA, Dallas, TX or Boston, MA. Relocation offered from within the US only to these locations.

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, visit .

Job ID: Amazon-1481876