Sr Program Manager Customer Service
Sr Program Manager Customer Service
Posted on :
15-03-2025
Employer Active
1 Vacancy
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Yearly Salary
$ 104100 - 185000
Vacancy
1 Vacancy
Posted on :
15-03-2025
Job Description
Device Digital & Alexa (D2AS) organization within Customer Service (CS) is seeking a Senior Program Manager for the Devices & Services Support (DSS) team. In this role you will be leading the product and support experience for Kindle Tablet & Kids devices.
We are looking for a candidate with a strong program management skill set and a record of owning and executing complex strategic crossfunctional projects that require collaboration across various technical and nontechnical functions.
The successful candidate will be a key member of the D2AS Program Management team which is responsible and accountable for driving highvisibility programs that directly impact the customer experience globally. The ideal candidate will own and execute complex programs and will be seen as a thought innovator within the organization.
The role will focus on establishing or improving the customer support experience and driving insights to eliminate product defects for Kindle Tablet and Kids devices in addition to the delivery of internal continuous improvement programs.
You will advocate for the customer work with the business to resolve areas of customer friction and influence the product and feature roadmap for millions of customers.
Key job responsibilities
Singular owner of your programs managing all aspects of stakeholder engagement and deliverables from inception to launch and through sustainment and the overall programs strategy and roadmap.
Define business requirements working with internal stakeholders.
Define and execute the project plan from design to release securing resources and managing implementation.
Clearly communicate goals roles responsibilities and desired outcomes.
Liaise with all departments to ensure relevant teams are engaged on time to support project deliverables. Support partner teams to refine processes and increase their efficiency.
Make appropriate tradeoffs to optimize timetomarket in consultation with stakeholders.
Manage multiple internal and external cross functional and remote stakeholders.
Develop change processes associated with program rollout and ongoing support.
Track delivery against program objectives and implement proposals to improve programs/services and efficiencies.
Scale existing programs to expand coverage to additional marketplaces.
Ideate and drive strategic changes across the broader D2AS team.
A day in the life
We thrive on solving challenging problems to innovate for our customers. By pushing the boundaries of technology we create unparalleled experiences that enable us to rapidly adapt in a dynamic environment. Our decisions are guided by data and we collaborate with engineering science and product teams to foster an innovative learning environment.
If you are not sure that every qualification on the list above describes you exactly wed still love to hear from you! At Amazon we value people with unique backgrounds experiences and skillsets. If youre passionate about this role and want to make an impact on a global scale please apply!
Benefits summary:
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 fulltime 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
We at D2AS strive to make digital experiences effortless for customers. Our goal is to anticipate evaluate prevent and eliminate any effort required from customers. We achieve this by setting the strategy for digital support and accelerating the delivery of seamless support experiences across Amazons digital products.
Our team combines strategic thinking technology expertise and customer experience best practices. This ensures customers can easily get the most value from Amazons digital offerings. We focus on providing the right support at the right time tailored to each customers needs. By eliminating friction and making support effortless we enhance the overall customer experience.
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
5 years of working cross functionally with tech and nontech teams experience
5 years of data analysis experience
Bachelors degree
Proficient in oral and written communication and the ability to persuade inspire and motivate others
2 years of driving process improvements experience
MBA or Masters degree
Strong analytical skills with demonstrated problem solving ability
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.
Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees supervisors and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees supervisors and staff to ensure exceptional customer service; and follow all federal state and local laws and Company policies. Criminal history may have a direct adverse and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above as well as the abilities to adhere to company policies exercise sound judgment effectively manage stress and work safely and respectfully with others exhibit trustworthiness and professionalism and safeguard business operations and the Companys reputation. Pursuant to the Los Angeles County Fair Chance Ordinance we will consider for employment qualified applicants with arrest and conviction records.
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 for more information. If the country/region youre applying in isnt 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 $104100/year in our lowest geographic market up to $185000/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on jobrelated knowledge skills and experience. Amazon is a total compensation company. Dependent on the position offered equity signon 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 This position will remain posted until filled. Applicants should apply via our internal or external career site.
We are looking for a candidate with a strong program management skill set and a record of owning and executing complex strategic crossfunctional projects that require collaboration across various technical and nontechnical functions.
The successful candidate will be a key member of the D2AS Program Management team which is responsible and accountable for driving highvisibility programs that directly impact the customer experience globally. The ideal candidate will own and execute complex programs and will be seen as a thought innovator within the organization.
The role will focus on establishing or improving the customer support experience and driving insights to eliminate product defects for Kindle Tablet and Kids devices in addition to the delivery of internal continuous improvement programs.
You will advocate for the customer work with the business to resolve areas of customer friction and influence the product and feature roadmap for millions of customers.
Key job responsibilities
Singular owner of your programs managing all aspects of stakeholder engagement and deliverables from inception to launch and through sustainment and the overall programs strategy and roadmap.
Define business requirements working with internal stakeholders.
Define and execute the project plan from design to release securing resources and managing implementation.
Clearly communicate goals roles responsibilities and desired outcomes.
Liaise with all departments to ensure relevant teams are engaged on time to support project deliverables. Support partner teams to refine processes and increase their efficiency.
Make appropriate tradeoffs to optimize timetomarket in consultation with stakeholders.
Manage multiple internal and external cross functional and remote stakeholders.
Develop change processes associated with program rollout and ongoing support.
Track delivery against program objectives and implement proposals to improve programs/services and efficiencies.
Scale existing programs to expand coverage to additional marketplaces.
Ideate and drive strategic changes across the broader D2AS team.
A day in the life
We thrive on solving challenging problems to innovate for our customers. By pushing the boundaries of technology we create unparalleled experiences that enable us to rapidly adapt in a dynamic environment. Our decisions are guided by data and we collaborate with engineering science and product teams to foster an innovative learning environment.
If you are not sure that every qualification on the list above describes you exactly wed still love to hear from you! At Amazon we value people with unique backgrounds experiences and skillsets. If youre passionate about this role and want to make an impact on a global scale please apply!
Benefits summary:
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 fulltime 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
We at D2AS strive to make digital experiences effortless for customers. Our goal is to anticipate evaluate prevent and eliminate any effort required from customers. We achieve this by setting the strategy for digital support and accelerating the delivery of seamless support experiences across Amazons digital products.
Our team combines strategic thinking technology expertise and customer experience best practices. This ensures customers can easily get the most value from Amazons digital offerings. We focus on providing the right support at the right time tailored to each customers needs. By eliminating friction and making support effortless we enhance the overall customer experience.
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
5 years of working cross functionally with tech and nontech teams experience
5 years of data analysis experience
Bachelors degree
Proficient in oral and written communication and the ability to persuade inspire and motivate others
2 years of driving process improvements experience
MBA or Masters degree
Strong analytical skills with demonstrated problem solving ability
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.
Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees supervisors and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees supervisors and staff to ensure exceptional customer service; and follow all federal state and local laws and Company policies. Criminal history may have a direct adverse and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above as well as the abilities to adhere to company policies exercise sound judgment effectively manage stress and work safely and respectfully with others exhibit trustworthiness and professionalism and safeguard business operations and the Companys reputation. Pursuant to the Los Angeles County Fair Chance Ordinance we will consider for employment qualified applicants with arrest and conviction records.
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 for more information. If the country/region youre applying in isnt 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 $104100/year in our lowest geographic market up to $185000/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on jobrelated knowledge skills and experience. Amazon is a total compensation company. Dependent on the position offered equity signon 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 This position will remain posted until filled. Applicants should apply via our internal or external career site.
Required Experience:
Manager
Employment Type
Full-Time
Key Skills
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