Program Manager Self Service Automation Customer Engagement Technology
Program Manager Self Service Automation Customer Engagement Technology
Posted on :
23-04-2025
Employer Active
1 Vacancy
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Yearly Salary
$ 66800 - 142800
Vacancy
1 Vacancy
Posted on :
23-04-2025
Job Description
Are you passionate about leveraging technology to streamline customer support and drive operational efficiency Were looking for you!
We are seeking a Program Manager to join the Self Service and Automation team within Customer Engagement Technology (CET). You will own and optimize our Run of Business (RoB) operations focusing on organizing and streamlining the operational cadence across our team. Your role will involve orchestrating critical business rhythms that provide organizationwide updates on our metrics program health and operational efficiencies.
The successful candidate will bring a strong background in operational excellence and process optimization. Youll drive the strategic scheduling of deliverables conduct business inspections focused on performance metrics and lead goal planning for continuous improvement initiatives. Your expertise will be crucial in streamlining our operational processes ensuring consistency in communication and creating efficient reporting cadences. Youll demonstrate the impact of our initiatives across the organization fostering a culture of datadriven decisionmaking and operational efficiency within the Self Service and Automation team and throughout the broader CET organization.
Key job responsibilities
Be the singular owner of RunofBusiness operations for the Self Service & Automation team managing all aspects of operational cadence business reviews and recurring deliverables.
Define and maintain the operational calendar and requirements working closely with internal stakeholders to ensure alignment with broader CET and Amazon CS RoB frameworks.
Create and execute structured business rhythms securing necessary participants and managing the implementation of regular business reviews metrics reporting and operational updates.
Clearly communicate meeting cadences roles responsibilities and expected deliverables to all stakeholders.
Work collaboratively across departments to ensure timely engagement and delivery of business updates. Support partner teams in streamlining their reporting processes to increase operational efficiency.
Make appropriate tradeoffs to optimize meeting schedules and reporting cadences in consultation with leadership and stakeholders.
Manage relationships with multiple crossfunctional partners including remote stakeholders to maintain effective business operations.
Develop and implement process improvements for ongoing operational efficiency and program health tracking.
Track and measure operational metrics creating proposals to improve service delivery and team efficiency.
Scale existing operational frameworks to accommodate team growth and new initiatives both domestically and internationally.
A day in the life
As a Program Manager for Run of Business in our Customer Engagement Technology team your day centers on orchestrating operational excellence. You begin by reviewing the days operational calendar and schedule of business reviews. Throughout the day you navigate meetings with stakeholders across Amazon coordinating crossfunctional deliverables and addressing emerging business needs.
You craft business updates prepare for operational reviews and optimize processes while managing competing priorities in our fastpaced environment. Your role requires strong adaptability as you coordinate with various teams ensure timely delivery of reports and troubleshoot operational bottlenecks. You drive the operational rhythm that keeps our organization running efficiently and effectively.
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
The mission of the CET team within Customer Service is to create Earths best customer service solutions by 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.
3 years of program or project management experience
3 years of defining and implementing process improvement initiatives using data and metrics experience
Knowledge of Excel (Pivot Tables VLookUps) at an advanced level and SQL
Experience using data and metrics to determine and drive improvements
Experience working cross functionally with tech and nontech teams
3 years of driving end to end delivery and communicating results to senior leadership experience
3 years of driving process improvements experience
Experience in stakeholder management dealing with multiple stakeholders at varied levels of the organization
Experience building processes project management and schedules
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 $66800/year in our lowest geographic market up to $142800/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 Program Manager to join the Self Service and Automation team within Customer Engagement Technology (CET). You will own and optimize our Run of Business (RoB) operations focusing on organizing and streamlining the operational cadence across our team. Your role will involve orchestrating critical business rhythms that provide organizationwide updates on our metrics program health and operational efficiencies.
The successful candidate will bring a strong background in operational excellence and process optimization. Youll drive the strategic scheduling of deliverables conduct business inspections focused on performance metrics and lead goal planning for continuous improvement initiatives. Your expertise will be crucial in streamlining our operational processes ensuring consistency in communication and creating efficient reporting cadences. Youll demonstrate the impact of our initiatives across the organization fostering a culture of datadriven decisionmaking and operational efficiency within the Self Service and Automation team and throughout the broader CET organization.
Key job responsibilities
Be the singular owner of RunofBusiness operations for the Self Service & Automation team managing all aspects of operational cadence business reviews and recurring deliverables.
Define and maintain the operational calendar and requirements working closely with internal stakeholders to ensure alignment with broader CET and Amazon CS RoB frameworks.
Create and execute structured business rhythms securing necessary participants and managing the implementation of regular business reviews metrics reporting and operational updates.
Clearly communicate meeting cadences roles responsibilities and expected deliverables to all stakeholders.
Work collaboratively across departments to ensure timely engagement and delivery of business updates. Support partner teams in streamlining their reporting processes to increase operational efficiency.
Make appropriate tradeoffs to optimize meeting schedules and reporting cadences in consultation with leadership and stakeholders.
Manage relationships with multiple crossfunctional partners including remote stakeholders to maintain effective business operations.
Develop and implement process improvements for ongoing operational efficiency and program health tracking.
Track and measure operational metrics creating proposals to improve service delivery and team efficiency.
Scale existing operational frameworks to accommodate team growth and new initiatives both domestically and internationally.
A day in the life
As a Program Manager for Run of Business in our Customer Engagement Technology team your day centers on orchestrating operational excellence. You begin by reviewing the days operational calendar and schedule of business reviews. Throughout the day you navigate meetings with stakeholders across Amazon coordinating crossfunctional deliverables and addressing emerging business needs.
You craft business updates prepare for operational reviews and optimize processes while managing competing priorities in our fastpaced environment. Your role requires strong adaptability as you coordinate with various teams ensure timely delivery of reports and troubleshoot operational bottlenecks. You drive the operational rhythm that keeps our organization running efficiently and effectively.
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
The mission of the CET team within Customer Service is to create Earths best customer service solutions by 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.
3 years of program or project management experience
3 years of defining and implementing process improvement initiatives using data and metrics experience
Knowledge of Excel (Pivot Tables VLookUps) at an advanced level and SQL
Experience using data and metrics to determine and drive improvements
Experience working cross functionally with tech and nontech teams
3 years of driving end to end delivery and communicating results to senior leadership experience
3 years of driving process improvements experience
Experience in stakeholder management dealing with multiple stakeholders at varied levels of the organization
Experience building processes project management and schedules
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 $66800/year in our lowest geographic market up to $142800/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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