Senior Program Manager, Customer Engagement Technology
Senior Program Manager, Customer Engagement Technology
Posted on :
09-05-2025
Employer Active
1 Vacancy
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Yearly Salary
$ 104100 - 185000
Vacancy
1 Vacancy
Posted on :
09-05-2025
Job Description
Amazons mission is to be Earths most customercentric company and our awardwinning Customer Service (CS) team is an essential part of that mission. Amazon CS is one of the largest customer service organizations in the world. Our tens of thousands of Customer Service Associates (CSAs) around the globe provide worldclass support to customers 24 hours a day 7 days a week in over 20 languages (and growing).
The Customer Engagement Technologies (CET) organization powers CS by developing elegant customer and CSAfacing products globally. These products offer effortless selfservice and automation solutions to our customers. When customers prefer to interact with a human we enable CSAs to effectively and elegantly solve customers issues using our associatefacing products powered through humancentered design.
Our team is looking for a talented and experienced Program Manager to coordinate CET global programs and communicate technical knowledge to ensure successful rollouts.
A successful candidate is an effective communicator who has demonstrated the ability to earn the trust of stakeholders across crossfunctional teams. The ideal candidate is datadriven has a strong eye for opportunities and has experience managing complex business and technical challenges. You are customerobsessed and not afraid to get your hands dirty navigating requirements from different business teams. You have a strong bias toward datadriven decisionmaking and an innate ability to understand how metrics relate to business problems and to each other. You are willing to experiment fail fast learn and iterate to improve. You understand and account for the implications of your work on frontline operations.
Key job responsibilities
Collaborate with Service teams and other crossfunctional partners to scale production rollouts.
Ensure completion of key operational readiness requirements for the launch of new services and features.
Provide direction for scaling and ensuring launch readiness for the support team globally.
Leverage rapid agile development techniques.
Drive crossfunctional alignment on goals and successful product or service launch execution.
Oversee the design and development of traditional and alternative learning methods to support change planning and readiness.
Perform needs analyses using available data and evaluate program results to improve and scale readiness and the customer experience with support for new services and features.
Establish processes tools and tracking and reporting mechanisms to streamline launch preparations and readiness.
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.
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 in business engineering computer science or equivalent industry experience
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
Strong organizational and people skills successful track record of coordinating between multiple project stakeholders product managers and software development teams
Excellent ability to deepdive data generate insights identify business opportunities and execute them
Proven ability to identify analyze and solve ambiguous problems independently with an extreme attention to detail
Agile/scrum experience
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.
The Customer Engagement Technologies (CET) organization powers CS by developing elegant customer and CSAfacing products globally. These products offer effortless selfservice and automation solutions to our customers. When customers prefer to interact with a human we enable CSAs to effectively and elegantly solve customers issues using our associatefacing products powered through humancentered design.
Our team is looking for a talented and experienced Program Manager to coordinate CET global programs and communicate technical knowledge to ensure successful rollouts.
A successful candidate is an effective communicator who has demonstrated the ability to earn the trust of stakeholders across crossfunctional teams. The ideal candidate is datadriven has a strong eye for opportunities and has experience managing complex business and technical challenges. You are customerobsessed and not afraid to get your hands dirty navigating requirements from different business teams. You have a strong bias toward datadriven decisionmaking and an innate ability to understand how metrics relate to business problems and to each other. You are willing to experiment fail fast learn and iterate to improve. You understand and account for the implications of your work on frontline operations.
Key job responsibilities
Collaborate with Service teams and other crossfunctional partners to scale production rollouts.
Ensure completion of key operational readiness requirements for the launch of new services and features.
Provide direction for scaling and ensuring launch readiness for the support team globally.
Leverage rapid agile development techniques.
Drive crossfunctional alignment on goals and successful product or service launch execution.
Oversee the design and development of traditional and alternative learning methods to support change planning and readiness.
Perform needs analyses using available data and evaluate program results to improve and scale readiness and the customer experience with support for new services and features.
Establish processes tools and tracking and reporting mechanisms to streamline launch preparations and readiness.
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.
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 in business engineering computer science or equivalent industry experience
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
Strong organizational and people skills successful track record of coordinating between multiple project stakeholders product managers and software development teams
Excellent ability to deepdive data generate insights identify business opportunities and execute them
Proven ability to identify analyze and solve ambiguous problems independently with an extreme attention to detail
Agile/scrum experience
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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