Sr Manager, Program Management , Customer Engagement Technology
Sr Manager, Program Management , Customer Engagement Technology
Posted on :
28-06-2025
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1 Vacancy
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Job Description
Amazons mission is to be Earths Most Customer-Centric Company and our award-winning Customer Service (CS) team is an essential part of that mission. Amazon CS is one of the largest customer service organizations in the world.
The Customer Engagement Technology (CET) organization powers CS by developing elegant customer- and Customer Service Associate (CSA)-facing products globally. These products offer effortless self-service 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 associate-facing products powered through human-centered design.
Our team is looking for a talented and experienced Senior Manager Program Management to work across CET Product Operations UX Design CS Business Verticals (e.g. Digital Devices Shipping and Delivery Services) and other Amazon teams to improve customer and associate experiences.
Specifically you will be managing a team that will develop mechanisms and processes to enable the CET team to move quickly and deliver world-class customer experiences. Your team will work with teams across the CS organization and will build and manage cross-functional mechanisms including Change Management Intake and goal tracking.
A successful candidate should thrive in a highly collaborative ambiguous creative and fast-paced environment with a proven track record in taking on end-to-end ownership and successfully delivering results.
Key job responsibilities
Lead cross-functional teams and manage large-scale programs.
Implement data-driven strategies and analyze key performance metrics.
Drive innovation through experimentation and rapid iteration.
Identify opportunities for process improvement and operational efficiency.
Build strong stakeholder relationships across all organizational levels.
Measure and optimize program effectiveness through analytics.
A day in the life
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 full-time employees include:
1. Medical Dental and Vision Coverage
2. Maternity and Parental Leave Options
3. Paid Time Off (PTO)
4. 401(k) Plan
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!
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 enable the organization to deliver world-class experiences for our customers.
- 7 years of team management experience
- 4 years of program or project management experience
- Experience defining program requirements and using data and metrics to drive improvements
- Experience implementing repeatable processes and driving automation or standardization
- Experience managing teams of 6 or more
- Experience working with presenting to and influencing senior executives up to VP level
- PMP certificate
- Experience working cross functionally with tech and non-tech teams
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 $136200/year in our lowest geographic market up to $225200/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge skills and experience. Amazon is a total compensation company. Dependent on the position offered equity sign-on 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 Technology (CET) organization powers CS by developing elegant customer- and Customer Service Associate (CSA)-facing products globally. These products offer effortless self-service 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 associate-facing products powered through human-centered design.
Our team is looking for a talented and experienced Senior Manager Program Management to work across CET Product Operations UX Design CS Business Verticals (e.g. Digital Devices Shipping and Delivery Services) and other Amazon teams to improve customer and associate experiences.
Specifically you will be managing a team that will develop mechanisms and processes to enable the CET team to move quickly and deliver world-class customer experiences. Your team will work with teams across the CS organization and will build and manage cross-functional mechanisms including Change Management Intake and goal tracking.
A successful candidate should thrive in a highly collaborative ambiguous creative and fast-paced environment with a proven track record in taking on end-to-end ownership and successfully delivering results.
Key job responsibilities
Lead cross-functional teams and manage large-scale programs.
Implement data-driven strategies and analyze key performance metrics.
Drive innovation through experimentation and rapid iteration.
Identify opportunities for process improvement and operational efficiency.
Build strong stakeholder relationships across all organizational levels.
Measure and optimize program effectiveness through analytics.
A day in the life
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 full-time employees include:
1. Medical Dental and Vision Coverage
2. Maternity and Parental Leave Options
3. Paid Time Off (PTO)
4. 401(k) Plan
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!
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 enable the organization to deliver world-class experiences for our customers.
- 7 years of team management experience
- 4 years of program or project management experience
- Experience defining program requirements and using data and metrics to drive improvements
- Experience implementing repeatable processes and driving automation or standardization
- Experience managing teams of 6 or more
- Experience working with presenting to and influencing senior executives up to VP level
- PMP certificate
- Experience working cross functionally with tech and non-tech teams
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 $136200/year in our lowest geographic market up to $225200/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge skills and experience. Amazon is a total compensation company. Dependent on the position offered equity sign-on 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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