Sr Program Manager Customer Success AWS Commerce Platform Monetization

AWS Monetization Customer Success and Experience Team is looking for a Sr. Program Manager that can work backwards from customer problems understand their pain points and craft solutions to fit their business needs. In this role the candidate will lead a crucial cross functional program that is critical to the expansion and growth of the organization. As the owner of the program the candidate should be able to look at the bigger business picture and drive outcomes by understanding relevant business requirements. This role will influence tech roadmaps delivering on crossfunctional projects driving accountability and ownership through shared goals. We are seeking a dynamic and customercentric individual to fill the role of Sr. Program Manager within our team. The successful candidate will play a pivotal role in bridging customer pain points and technological gaps. The primary focus will be on establishing a unified source of truth for capturing customer pain points influencing tech roadmaps and ensuring effective communication of upcoming changes to customerfacing teams.

The Sr. Program Manager will be responsible to understand the internal working of each of the teams within AWS supporting Billing and Payments. They will build strong mechanisms to convey requirements and gather and ensure sanctity of data from different stakeholders. They will be able to simplify and streamline processes and drive coordination between stakeholders situated across time zones.

If you are passionate about understanding and addressing customer needs thrive in a collaborative environment and possess the skills to drive proactive initiatives we invite you to apply for this exciting opportunity. Join us in shaping the future of our Commerce Platform and delivering exceptional experiences to our customers.

Key job responsibilities
* Collaborate with crossfunctional teams to ensure a unified understanding of customer needs across the organization
* Solve for complex problems independently
* Plan resourcing analyze and report weekly and monthly metrics; identify trends and opportunities to improve processes
* Design and implement automation solutions that remove manual process and enable stakeholders to manage the business more effectively
* Communicate regularly with Stakeholders and identify relevant KPIs when needed to track and report the health status of the program
* Have clear precise and regular communication with all stakeholders. This includes ongoing project/program status reports as well as capturing requirements
* Analyze data from various customer listening mechanisms including surveys reviews and support interactions
* Drive initiatives that anticipate customer needs and contribute to a more seamless customer experience
* Act as a liaison between internal tech teams and customerfacing teams ensuring effective communication of customer insights

About the team
Utility Computing (UC)
AWS Utility Computing (UC) provides product innovations from foundational services such as Amazons Simple Storage Service (S3 and Amazon Elastic Compute Cloud (EC2 to consistently released new product innovations that continue to set AWSs services and features apart in the industry. As a member of the UC organization youll support the development and management of Compute Database Storage Internet of Things (Iot) Platform and Productivity Apps services in AWS including support for customers who require specialized security solutions for their cloud services.

Our team is dedicated to supporting new members. We have a broad mix of experience levels and tenures and were building an environment that celebrates knowledgesharing and mentorship. Our senior members enjoy oneonone mentoring and thorough but kind code reviews. We care about your career growth and strive to assign projects that help our team members develop your engineering expertise so you feel empowered to take on more complex tasks in the future.
Diverse Experiences
AWS values diverse experiences. Even if you do not meet all of the qualifications and skills listed in the job description we encourage candidates to apply. If your career is just starting hasnt followed a traditional path or includes alternative experiences dont let it stop you from applying.
About AWS
Amazon Web Services (AWS) is the worlds most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating thats why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.
Inclusive Team Culture
Here at AWS its in our nature to learn and be curious. Our employeeled affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences inspire us to never stop embracing our uniqueness.
Work/Life Balance
We value worklife harmony. Achieving success at work should never come at the expense of sacrifices at home which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home theres nothing we cant achieve in the cloud.
Mentorship & Career Growth
Were continuously raising our performance bar as we strive to become Earths Best Employer. Thats why youll find endless knowledgesharing mentorship and other careeradvancing resources here to help you develop into a betterrounded professional.
AWS Monetization is the incubator and enabler for business model innovation at speed supporting billions in revenue per year and 300 services from EC2 to ProServe across 7 continents. We support an increasing number of largest enterprise customers around the world as AWS continues to add regions local legal entities payment options and support for complex enterprise financial structures. We are developing cuttingedge technologies and processes to accommodate AWSs rapid growth. Our team is innovating the complex systems that currently sit on a suite of streamlined solutions that allow us to communicate and offer products to our customers to enhance their experience. As we scale our services we continue to expand our presence globally to support the AWS Commerce Platform by rapidly deploying pricing models that helps AWS to earn customers business. We own contract advisory customer onboarding invoice creation invoice distribution payment collection and customer success in the AWS contract to cash process. We delight our customers through accurate compliant billing and payment experience. Our accuracy and timeliness directly impact the cash flow that determines the health of the AWS business and facilitates cash flow by shortening the time from order to billing/payments.

Bachelors degree or equivalent
7 years of program or project management experience
Proven experience in a similar role with a focus on customer insights data analysis and communication.
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 in complex problem solving and working in a fast paced environment
Experience working cross functionally with tech and nontech teams
Strong writing skills for creating highquality documentation

Knowledge of Excel and SQL at an intermediate level
Background in data analysis with the ability to derive actionable insights from diverse listening mechanisms
Experience in building simple automation in coordination with Tech teams
Experience working with data scientists to develop automation solutions

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 $120500/year in our lowest geographic market up to $199300/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.