Amazon's mission is to be 'Earth's 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. Our tens of thousands of Customer Service Associates around the globe provide world-class support to customers 24 hours a day, 7 days a week, and in over 20 languages (and growing).

We are seeking an experienced Senior Manager for one of our fastest growing new programs, Customer Service by Amazon (CSBA). This role leads a team of dynamic and productive Program Managers that support every facet of CSBA. This role requires excellent leadership skills to build trust and drive alignment with stakeholders and leadership. The desired candidate will have a background in driving programs from 0 to 1 to scale, have demonstrated experience in senior program management roles for large-scale development and/or operational efforts, and be able to operate in ambiguous and technically complex spaces.

They will have a deep understanding and perspective on customer service strategy and lead the design of policies that will continue to deliver world-class experience for Amazon customers. They will thrive in tackling ambiguous strategic challenges, use data and customer insights to inform decision-making, and have proven experience in designing, implementing and delivering successful customer experience programs and strategies.

The ideal candidate for this job should be a self-starter who thrives in dynamic and fast-paced environments. They should be able to work efficiently and effectively under pressure, taking initiative to prioritize tasks and manage their own workload. Additionally, they should possess strong organizational skills, able to create order out of chaos and anticipate the needs of customers. The successful candidate will play a key role in ensuring that our customers (Buyers, Customer Service Associates, and Sellers) receive the highest level of service. Excellent written and verbal communication skills are essential.

Key job responsibilities

- Dive deep the customer and seller needs under different business lines, define the program objective and product roadmap that appeals to customer needs and create seller value, launch the product with collaborating with cross function teams.

- Develop the opportunities to expand the business scope to improve more customer experience.

- Lead the cross team activities and influence different stakeholders from both internal Customer Service and external to initiate the program according to the business strategy.

- Define and manage the end-to-end program management process, including governance and tracking with overall responsible for high quality delivery.

- Draft strategic document for planning, executive presence and review.

- Be an effective communicator, have demonstrated the ability to earn the trust of stakeholders across a cross-functional team of individuals, are data-driven, and have experience managing complex product challenges.

- Customer obsessed and not afraid to get your hands dirty navigating requirements from different business teams.

- Have a strong bias toward data driven decision making, and an innate ability to understand how metrics relate to business problems and with each other.

- Be willing to experiment, fail fast, learn and iterate to improve.

A day in the life

If you are not sure that every qualification on the list above describes you exactly, we'd still love to hear from you! At Amazon, we value people with unique backgrounds, experiences, and skillsets. If you're passionate about this role and want to make an impact on a global scale, please apply!

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

We are open to hiring candidates to work out of one of the following locations:

Seattle, WA, USA

BASIC QUALIFICATIONS

- 7+ years of team management experience

- 7+ years of program or project management experience

- 7+ years of working cross functionally with tech and non-tech teams experience

- Bachelor's degree

- Experience working with, presenting to and influencing senior executives up to VP level

- Experience working cross functionally with tech and non-tech teams

- Experience owning program strategy and end to end delivery

PREFERRED QUALIFICATIONS

- Experience implementing repeatable processes and driving automation or standardization

- PMP

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $136,200/year in our lowest geographic market up to $225,200/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 https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.

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