Amazon's mission is to be 'Earth's most customer-centric company', and our award-winning Customer Service (CS) team is an essential part of that mission. Amazon CS is one of the largest customer service organizations in the world. Our tens of thousands of Customer Service Associates around the globe provide world-class support to customers 24 hours a day, 7 days a week, and in over 20 languages (and growing).
The Customer Engagement Technologies (CET) organization powers CS by developing elegant Customer and Customer Service Associate facing products globally. These products offer effortless self-service and automation solutions to our customers. If the customers prefer to interact with a human, we enable CSAs to effectively and elegantly solve customers' issues using our associate facing products powered through human centered design.
Our team is looking for a talented and experienced Program Manager to coordinate CET global programs and communicate technical knowledge to ensure rollouts are successful. Collaborate with Service teams and other cross-functional partners to scale production rollouts. Ensure completion of key operational readiness requirements for the launch of new services and features. Provide direction for scaling and ensuring launch readiness for the support team globally. Leverage rapid, agile development techniques. Drive cross-functional alignment on goals and successful product or service launch execution. Oversee the design and development of traditional and alternative learning methods to support change planning and readiness. Perform needs analysis using available data and evaluate program results to improve and scale readiness and the customer experience with support on new services and features. Establish processes, tools, and tracking or reporting mechanisms to streamline launch preparations and readiness.
A successful candidate is an effective communicator, has demonstrated the ability to earn the trust of stakeholders across a cross-functional team of individuals, is data-driven, has a strong eye for opportunities and has experience managing complex business and technical challenges. You are customer obsessed and not afraid to get your hands dirty navigating requirements from different business teams. You have a strong bias toward data driven decision making, and an innate ability to understand how metrics relate to business problems and with each other. You are willing to experiment, fail fast, learn and iterate to improve. You understand and account for the implications of your work to front-line operations.
- Bachelor's degree in business, engineering, computer science or equivalent industry experience.
- 5+ years of relevant work experience in program management.
- Master's degree in business, engineering, or a related field
- Strong organizational and people skills, successful track record of coordinating between multiple project stakeholders, product managers, and software development teams.
- Excellent ability to deep-dive data, generate insights, identify business opportunities, and execute them.
- Proven ability to identify, analyze, and solve ambiguous problems independently with an extreme attention to detail.
- Agile/scrum experience