Senior Program Manager, Amazon Customer Service
Senior Program Manager, Amazon Customer Service
Posted on :
05-07-2025
Employer Active
1 Vacancy
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Job Description
At Amazon Customer Service were looking for an exceptional Senior Program Manager to lead and evolve our Call Center Management Services programs. In this role youll drive strategic initiatives that enhance operational excellence and employee experience across our global customer service organization. Youll partner with senior stakeholders to identify opportunities develop scalable solutions and deliver programs that support our growing workforce.
Key job responsibilities
Lead complex cross-functional programs that improve call center operations and employee experience.
Develop and execute strategic roadmaps aligned with organizational goals and priorities.
Build and maintain strong partnerships with senior stakeholders across multiple organizations.
Design and implement scalable processes and mechanisms that drive operational excellence
Mentor and develop program managers while fostering a culture of innovation.
Analyze program effectiveness through data-driven insights and metrics.
Create and manage program governance frameworks to ensure successful deliver.
A day in the life
As a Senior Program Manager youll start your day reviewing program metrics and addressing any critical issues. Youll collaborate with stakeholders in different time zones lead program reviews and work with your team to remove obstacles to success. Youll balance strategic planning with hands-on problem-solving mentor team members and ensure programs stay on track. Throughout the day youll leverage data to make decisions and communicate progress to senior leadership.
About the team
Our Call Center Management Services team is dedicated to creating exceptional experiences for our employees enabling them to better serve our customers. We develop and implement innovative solutions that enhance operational efficiency while fostering a supportive work environment. Our team collaborates across global locations to drive continuous improvement in how we manage and operate our customer service centers.
- Bachelors degree or equivalent experience
- 10 years of program/project management experience
- 5 years of people management experience
- Experience managing multiple complex programs simultaneously
- Track record of successful stakeholder management at senior levels
- Masters degree in Business Administration or related field
- Experience with call center operations or customer service organizations
- Knowledge of Lean/Six Sigma methodologies
- Experience leading global cross-functional teams
- Strong data analysis and presentation skills
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.
Key job responsibilities
Lead complex cross-functional programs that improve call center operations and employee experience.
Develop and execute strategic roadmaps aligned with organizational goals and priorities.
Build and maintain strong partnerships with senior stakeholders across multiple organizations.
Design and implement scalable processes and mechanisms that drive operational excellence
Mentor and develop program managers while fostering a culture of innovation.
Analyze program effectiveness through data-driven insights and metrics.
Create and manage program governance frameworks to ensure successful deliver.
A day in the life
As a Senior Program Manager youll start your day reviewing program metrics and addressing any critical issues. Youll collaborate with stakeholders in different time zones lead program reviews and work with your team to remove obstacles to success. Youll balance strategic planning with hands-on problem-solving mentor team members and ensure programs stay on track. Throughout the day youll leverage data to make decisions and communicate progress to senior leadership.
About the team
Our Call Center Management Services team is dedicated to creating exceptional experiences for our employees enabling them to better serve our customers. We develop and implement innovative solutions that enhance operational efficiency while fostering a supportive work environment. Our team collaborates across global locations to drive continuous improvement in how we manage and operate our customer service centers.
- Bachelors degree or equivalent experience
- 10 years of program/project management experience
- 5 years of people management experience
- Experience managing multiple complex programs simultaneously
- Track record of successful stakeholder management at senior levels
- Masters degree in Business Administration or related field
- Experience with call center operations or customer service organizations
- Knowledge of Lean/Six Sigma methodologies
- Experience leading global cross-functional teams
- Strong data analysis and presentation skills
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.
Required Experience:
Manager
Employment Type
Full-Time
Key Skills
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