Sr Program Manager CS Self Service Automation Customer Engagement Technology
Sr Program Manager CS Self Service Automation Customer Engagement Technology
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
Are you someone who cares about customer experience and wants to be involved in delivering innovative support experiences for customers of Amazons products using Artificial Intelligence Then were looking for you!
We are seeking a Senior Program Manager to join the Customer Engagement Technology (CET) Team. You will be responsible for driving a highvisibility program of reducing customer service contacts that go to an agent through the expansion of our automated tools as well as through Generative Artificial Intelligence (AI). You will own and execute a complex projects and programs that spans across the globe and multiple organizations within Amazon. You will be a thought leader and innovator within the organization.
The ideal candidate has a collaborative work style an innovative mindset and an unparalleled work ethic. You have an excellent record of complex project and program delivery from conception and design through implementation measurement closure and handover.
Key job responsibilities
Be a singular owner of the program managing all aspects of stakeholder engagement and deliverables from inception to launch as well as the overall programs strategy and roadmap.
Define business and systems requirements working with internal and external customers.
Define and execute the project plan from design to release securing resources and managing implementation.
Clearly communicate goals roles responsibilities and desired outcomes.
Work collaboratively with all departments to ensure relevant areas are engaged in time to develop deliverables within their area to support project deliverables. Support partner teams to refine processes and increase efficiency in line with program objectives.
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 program services and efficiencies.
Scale existing programs to expand coverage of existing services or programs to additional domestic and international locations.
Ideate and drive strategic change across the broader CET team.
A day in the life
As a Program Manager in our Customer Engagement Technology team your day is a dynamic blend of strategic oversight and collaborative problemsolving. You begin by reviewing updates from science and engineering teams ensuring projects align with broader objectives. Throughout the day you navigate a series of meetings with senior leaders across Amazon leveraging your influence to guide crossfunctional teams and prioritize projects that support our shared goals.
Communication is at the core of your role. You craft stakeholder updates prepare for roadmap reviews and contribute to business presentations distilling complex information into actionable insights. Between meetings you tackle strategic planning brainstorming innovative approaches to customer engagement and refining organizational goals. Your adaptability is constantly tested as you switch between tasks solving unexpected challenges in our fastpaced environment.
Collaboration is key as you work with engineering science and product teams fostering innovation and making datadriven decisions. At days end you reflect on your impact knowing youre at the forefront of implementing innovative technologies that enhance Amazons customer experiences globally.
This challenging yet rewarding role is supported by Amazons comprehensive benefits package. We value diversity and encourage all passionate individuals to apply even if they dont meet every qualification. Join us in shaping the future of customer engagement technology!
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
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!
About the team
The mission of the CET team within Customer Service is to create earths best customer service solutions through empowering our customers to utilize automation to resolve their issues quickly and efficiently. You will be a key component of our leadership team and will influence our science and engineering teams to deliver WorldWide SelfService Automation (SSA) products based on generative AI.
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
Bachelors degree
Intuitive understanding of optimal versus suboptimal customer experiences with ability to quickly assess the situation and identify solutions to improve/fix.
2 years of driving process improvements experience
Masters degree or MBA in business operations human resources adult education organizational development instructional design or related field
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 seeking a Senior Program Manager to join the Customer Engagement Technology (CET) Team. You will be responsible for driving a highvisibility program of reducing customer service contacts that go to an agent through the expansion of our automated tools as well as through Generative Artificial Intelligence (AI). You will own and execute a complex projects and programs that spans across the globe and multiple organizations within Amazon. You will be a thought leader and innovator within the organization.
The ideal candidate has a collaborative work style an innovative mindset and an unparalleled work ethic. You have an excellent record of complex project and program delivery from conception and design through implementation measurement closure and handover.
Key job responsibilities
Be a singular owner of the program managing all aspects of stakeholder engagement and deliverables from inception to launch as well as the overall programs strategy and roadmap.
Define business and systems requirements working with internal and external customers.
Define and execute the project plan from design to release securing resources and managing implementation.
Clearly communicate goals roles responsibilities and desired outcomes.
Work collaboratively with all departments to ensure relevant areas are engaged in time to develop deliverables within their area to support project deliverables. Support partner teams to refine processes and increase efficiency in line with program objectives.
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 program services and efficiencies.
Scale existing programs to expand coverage of existing services or programs to additional domestic and international locations.
Ideate and drive strategic change across the broader CET team.
A day in the life
As a Program Manager in our Customer Engagement Technology team your day is a dynamic blend of strategic oversight and collaborative problemsolving. You begin by reviewing updates from science and engineering teams ensuring projects align with broader objectives. Throughout the day you navigate a series of meetings with senior leaders across Amazon leveraging your influence to guide crossfunctional teams and prioritize projects that support our shared goals.
Communication is at the core of your role. You craft stakeholder updates prepare for roadmap reviews and contribute to business presentations distilling complex information into actionable insights. Between meetings you tackle strategic planning brainstorming innovative approaches to customer engagement and refining organizational goals. Your adaptability is constantly tested as you switch between tasks solving unexpected challenges in our fastpaced environment.
Collaboration is key as you work with engineering science and product teams fostering innovation and making datadriven decisions. At days end you reflect on your impact knowing youre at the forefront of implementing innovative technologies that enhance Amazons customer experiences globally.
This challenging yet rewarding role is supported by Amazons comprehensive benefits package. We value diversity and encourage all passionate individuals to apply even if they dont meet every qualification. Join us in shaping the future of customer engagement technology!
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
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!
About the team
The mission of the CET team within Customer Service is to create earths best customer service solutions through empowering our customers to utilize automation to resolve their issues quickly and efficiently. You will be a key component of our leadership team and will influence our science and engineering teams to deliver WorldWide SelfService Automation (SSA) products based on generative AI.
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
Bachelors degree
Intuitive understanding of optimal versus suboptimal customer experiences with ability to quickly assess the situation and identify solutions to improve/fix.
2 years of driving process improvements experience
Masters degree or MBA in business operations human resources adult education organizational development instructional design or related field
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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