Sr Program Manager Luxury Stores
Sr Program Manager Luxury Stores
Posted on :
12-04-2025
Employer Active
1 Vacancy
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Yearly Salary
$ 104100 - 185000
Vacancy
1 Vacancy
Posted on :
12-04-2025
Job Description
The Luxury Stores Customer Service Program Manager will be responsible for developing implementing and overseeing endtoend customer service operation and roadmap that supports Luxury Stores growing selection and customer base. The scope may evolve with our elevated Customer Service strategy to support scaling support for a broader range of highprice highconsideration businesses such as Shopbop Premium Fashion and Beauty. This role requires a strategic thinker with strong leadership analytical and problemsolving skills as well as a passion for customer satisfaction in luxury retail.
Key job responsibilities
1. Support team building and people management of Luxury Stores customer service team including hiring onboarding training and development of a team of CS operation managers team leads and associates.
2. Collaborate with crossfunctional teams including Product Managers Program Managers Amazon Store Customer Service Operation and Tech partners to develop and implement customer service operation workflows and policies to help enhance luxury customer satisfaction and loyalty and ensure seamless customer experiences across all touchpoints.
3. Design improve and oversee training and coaching programs for customer service representatives to improve their skills and knowledge.
4. Support Luxury Stores Product Manager to optimize customer service system as well as related technologies and tools to help increase efficiency and effectiveness act as point of escalations when there is technical blocker for CS team to support luxury customers.
5. Establish and monitor key performance indicators (KPIs) for Luxury Stores customer service workstreams. Analyze customer feedback and service metrics to identify areas for improvement and implement necessary changes to improve holistic Luxury Stores experience.
6. Create and maintain documentation for customer service processes and best practices launching mechanisms to help streamline operations improve productivity and reduce cost to serve.
7. Support CS resource projection and requirement gathering for customer service initiatives.
8. Provide regular reports documentations (WBR QBR OP1 Narratives) and presentations to senior management on Customer Service program performance and outcomes.
9. Support Luxury Stores Product Manager to build the north star vision roadmap and programing of elevated customer service in Amazon that serves a suite of highprice highconsideration businesses such as Shopbop Premium Fashion and Beauty.
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
Experience defining program requirements and using data and metrics to determine improvements
Experience working cross functionally with tech and nontech teams
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
Knowledge of Excel at an intermediate level (e.g. pivot tables & charts multiple criteria lookups nested logical/IF formulas data cleansing array formulas etc.
Proven track record of developing and implementing successful customer service related initiatives
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.
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.
Key job responsibilities
1. Support team building and people management of Luxury Stores customer service team including hiring onboarding training and development of a team of CS operation managers team leads and associates.
2. Collaborate with crossfunctional teams including Product Managers Program Managers Amazon Store Customer Service Operation and Tech partners to develop and implement customer service operation workflows and policies to help enhance luxury customer satisfaction and loyalty and ensure seamless customer experiences across all touchpoints.
3. Design improve and oversee training and coaching programs for customer service representatives to improve their skills and knowledge.
4. Support Luxury Stores Product Manager to optimize customer service system as well as related technologies and tools to help increase efficiency and effectiveness act as point of escalations when there is technical blocker for CS team to support luxury customers.
5. Establish and monitor key performance indicators (KPIs) for Luxury Stores customer service workstreams. Analyze customer feedback and service metrics to identify areas for improvement and implement necessary changes to improve holistic Luxury Stores experience.
6. Create and maintain documentation for customer service processes and best practices launching mechanisms to help streamline operations improve productivity and reduce cost to serve.
7. Support CS resource projection and requirement gathering for customer service initiatives.
8. Provide regular reports documentations (WBR QBR OP1 Narratives) and presentations to senior management on Customer Service program performance and outcomes.
9. Support Luxury Stores Product Manager to build the north star vision roadmap and programing of elevated customer service in Amazon that serves a suite of highprice highconsideration businesses such as Shopbop Premium Fashion and Beauty.
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
Experience defining program requirements and using data and metrics to determine improvements
Experience working cross functionally with tech and nontech teams
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
Knowledge of Excel at an intermediate level (e.g. pivot tables & charts multiple criteria lookups nested logical/IF formulas data cleansing array formulas etc.
Proven track record of developing and implementing successful customer service related initiatives
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.
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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