Senior Program Manager - Data Foundations Customer Service
Senior Program Manager - Data Foundations Customer Service
Posted on :
28-04-2025
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1 Vacancy
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Job Description
We are seeking Senior Program Manager Data Foundations to lead complex data initiatives that transform how we support business customers. This role is critical in ensuring the availability of essential data that powers our selfservice tools contact routing platforms and customer service associate applications. The ideal candidate will bridge the gap between technical teams and business stakeholders to enable datadriven customer service operations.
Key job responsibilities
Data Strategy & Technical Leadership
Own and deliver the CSBusiness Data Strategy in close partnership with CSBusiness Analytics team
Lead attribute delivery roadmap development and
Establish and maintain data pipelines with relevant teams
Work closely with technical teams to design datavending platforms
Manage and coordinate software development activities. Attribute Management Program: Lead endtoend
attribute management program:
Identify and assess new attribute opportunities
Prioritize attribute delivery based on business entitlement
Develop and maintain the Priority Attribute List (PAL)
Drive quarterly PAL reviews with stakeholders
Program manage implementation across frontend products (CSALT Carnac AC3
Monitor attribute performance and usage
Identify optimization opportunities and recommend improvements
Analytics Partnership:
Partner with CSBusiness Analytics to:
oBuild data models and develop insights
oDefine metrics and success criteria
oEstablish data governance standards
oDrive analytical improvements
Provide regular status updates to key stakeholders
Identify and collaborate with product and data owners across the organization
About the team
The Technology and Product Experience (TPX) team develops and owns products that Customer ServiceBusiness use to support Amazon Business (AB) Customers as they manage accounts and orders. As part of the Amazon Customer Service family the TPX strategy aligns with the five CS priorities: 1 Strengthening our technical foundation 2 Enhancing customerfacing experience 3 Empowering our CSAs 4 Eliminating defects and customer pain points 5 Lowering our costtoserve. Our solutions encompass account monitoring ingress selfservice & automated treatments and Customer Service Associate (CSA) treatment. All require solid Data foundations.
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
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 an equal opportunity employer and does not discriminate on the basis of protected veteran status disability 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
Data Strategy & Technical Leadership
Own and deliver the CSBusiness Data Strategy in close partnership with CSBusiness Analytics team
Lead attribute delivery roadmap development and
Establish and maintain data pipelines with relevant teams
Work closely with technical teams to design datavending platforms
Manage and coordinate software development activities. Attribute Management Program: Lead endtoend
attribute management program:
Identify and assess new attribute opportunities
Prioritize attribute delivery based on business entitlement
Develop and maintain the Priority Attribute List (PAL)
Drive quarterly PAL reviews with stakeholders
Program manage implementation across frontend products (CSALT Carnac AC3
Monitor attribute performance and usage
Identify optimization opportunities and recommend improvements
Analytics Partnership:
Partner with CSBusiness Analytics to:
oBuild data models and develop insights
oDefine metrics and success criteria
oEstablish data governance standards
oDrive analytical improvements
Provide regular status updates to key stakeholders
Identify and collaborate with product and data owners across the organization
About the team
The Technology and Product Experience (TPX) team develops and owns products that Customer ServiceBusiness use to support Amazon Business (AB) Customers as they manage accounts and orders. As part of the Amazon Customer Service family the TPX strategy aligns with the five CS priorities: 1 Strengthening our technical foundation 2 Enhancing customerfacing experience 3 Empowering our CSAs 4 Eliminating defects and customer pain points 5 Lowering our costtoserve. Our solutions encompass account monitoring ingress selfservice & automated treatments and Customer Service Associate (CSA) treatment. All require solid Data foundations.
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
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 an equal opportunity employer and does not discriminate on the basis of protected veteran status disability 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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