Senior Program Manager, Operational Excellence, Amazon Customer Service
Job Location:
Job Location:
Seattle, OR - USA
Monthly Salary:
Not Disclosed
Monthly Salary:
Posted on:
12 days ago
Posted on:
Vacancies:
1 Vacancy
Vacancies:
Job Summary
Customer experience is at the heart of all we do at Amazon as we strive to be Earths most customer centric company. Amazon Customer Service (CS) is at the forefront of customer experience working relentlessly to provide customers a convenient high quality and delightful experience across all of our CS channels in every interaction.
We are seeking an experienced and highly skilled Program Manager to lead key Rhythm of Business programs and this role you will own critical business operations processes end-to-end and help ensure alignment from top to bottom. You will have strategic insight and tactical execution in balance to drive effective and efficient Rhythm of Business goals. You will own complex CS-Wide initiatives that require cross-functional coordination and detailed understanding of our business.
This role requires excellent program management skills including across stakeholder management program design program governance and navigating ambiguity to deliver results. You will be operating at the scale of Amazon CS and with other Rhythm of Business leaders throughout our organization.
Key job responsibilities
- Rhythm of Business Management: Design implement and manage key Rhythm of Business programs that support business operations across CS (e.g. Think Big OP1)
- Program Management: Provide detailed program management design and implementation to ensure high quality and efficient programs in practice. Review programs regularly.
- Stakeholder Management: Be the face of Rhythm of Business for CS across our team and with internal partner teams across Amazon. Ensure leadership alignment with programs and initiatives. Create working group to support our goals for operational efficiency and effectiveness.
- New Program Design and Implementation: See around corners to decide the next types of programs and tooling we need in CS to drive us towards our goals. Design and implement new programs and advocate for the right resources to ensure we deliver on time and at high quality.
- Data and AI Insight: Define KPIs and metrics to measure program success. Leverage new technologies and tools including with AI to help us solve our business operations challenges.
- Navigate Ambiguity: Be proactive in navigating ambiguous business challenges to a successful outcome by driving clarity and structure.
- Cross-Team Collaboration: Act as the key connection point across the organization ensuring alignment effective communication and seamless execution.
About the team
The Organizational Enablement team within Amazon Customer Service is an organization made up of a diverse suite of functions dedicated to ensuring our Customer Service team runs smoothly and delivers for customers. We are a team of strategic and operational drivers who sit at the center of the key executive processes and our most critical goals to support the wide-ranging Customer Service organization.
*Team Culture*
Here at Amazon we embrace our differences. We are committed to furthering our culture of inclusion. We have ten employee-led affinity groups in over 190 chapters globally. We have innovative benefit offerings and we host annual and ongoing learning experiences including our Conversations on Race and Ethnicity (CORE) and AmazeCon (diversity) conferences. Amazons culture of inclusion is reinforced within our 16 Leadership Principles which remind team members to seek diverse perspectives learn and be curious and earn trust.
*Work/Life Balance*
Our team also puts a high value on work-life balance. Striking a healthy balance between your personal and professional life is crucial to your happiness and success here which is why we arent focused on how many hours you spend at work or online. Instead were happy to offer a flexible schedule so you can have a more productive and well-balanced lifeboth in and outside of work.
*Mentorship and Career Growth*
Our team is dedicated to supporting new members. We have a broad mix of experience levels and tenures and were building an environment that celebrates knowledge sharing and mentorship. We care about your career growth and strive to assign projects based on what will help each team member develop into a better-rounded professional and enable them to take on more complex tasks in the future.
- 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
- Experience implementing repeatable processes and driving automation or standardization
- 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
- Knowledge of general AI tools
- Experience defining and executing program requirements
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.
We are seeking an experienced and highly skilled Program Manager to lead key Rhythm of Business programs and this role you will own critical business operations processes end-to-end and help ensure alignment from top to bottom. You will have strategic insight and tactical execution in balance to drive effective and efficient Rhythm of Business goals. You will own complex CS-Wide initiatives that require cross-functional coordination and detailed understanding of our business.
This role requires excellent program management skills including across stakeholder management program design program governance and navigating ambiguity to deliver results. You will be operating at the scale of Amazon CS and with other Rhythm of Business leaders throughout our organization.
Key job responsibilities
- Rhythm of Business Management: Design implement and manage key Rhythm of Business programs that support business operations across CS (e.g. Think Big OP1)
- Program Management: Provide detailed program management design and implementation to ensure high quality and efficient programs in practice. Review programs regularly.
- Stakeholder Management: Be the face of Rhythm of Business for CS across our team and with internal partner teams across Amazon. Ensure leadership alignment with programs and initiatives. Create working group to support our goals for operational efficiency and effectiveness.
- New Program Design and Implementation: See around corners to decide the next types of programs and tooling we need in CS to drive us towards our goals. Design and implement new programs and advocate for the right resources to ensure we deliver on time and at high quality.
- Data and AI Insight: Define KPIs and metrics to measure program success. Leverage new technologies and tools including with AI to help us solve our business operations challenges.
- Navigate Ambiguity: Be proactive in navigating ambiguous business challenges to a successful outcome by driving clarity and structure.
- Cross-Team Collaboration: Act as the key connection point across the organization ensuring alignment effective communication and seamless execution.
About the team
The Organizational Enablement team within Amazon Customer Service is an organization made up of a diverse suite of functions dedicated to ensuring our Customer Service team runs smoothly and delivers for customers. We are a team of strategic and operational drivers who sit at the center of the key executive processes and our most critical goals to support the wide-ranging Customer Service organization.
*Team Culture*
Here at Amazon we embrace our differences. We are committed to furthering our culture of inclusion. We have ten employee-led affinity groups in over 190 chapters globally. We have innovative benefit offerings and we host annual and ongoing learning experiences including our Conversations on Race and Ethnicity (CORE) and AmazeCon (diversity) conferences. Amazons culture of inclusion is reinforced within our 16 Leadership Principles which remind team members to seek diverse perspectives learn and be curious and earn trust.
*Work/Life Balance*
Our team also puts a high value on work-life balance. Striking a healthy balance between your personal and professional life is crucial to your happiness and success here which is why we arent focused on how many hours you spend at work or online. Instead were happy to offer a flexible schedule so you can have a more productive and well-balanced lifeboth in and outside of work.
*Mentorship and Career Growth*
Our team is dedicated to supporting new members. We have a broad mix of experience levels and tenures and were building an environment that celebrates knowledge sharing and mentorship. We care about your career growth and strive to assign projects based on what will help each team member develop into a better-rounded professional and enable them to take on more complex tasks in the future.
- 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
- Experience implementing repeatable processes and driving automation or standardization
- 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
- Knowledge of general AI tools
- Experience defining and executing program requirements
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.
The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience qualifications and location. Amazon also offers comprehensive benefits including health insurance (medical dental vision prescription Basic Life & AD&D insurance and option for Supplemental life plans EAP Mental Health Support Medical Advice Line Flexible Spending Accounts Adoption and Surrogacy Reimbursement coverage) 401(k) matching paid time off and parental leave. Learn more about our benefits at WA Seattle - 115600.00 - 160000.00 USD annually
Required Experience:
Manager
About Company
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