We are looking for a candidate that is interested in building an innovative service that leverages Amazon Global Customer Service's (CS) capability and technology platforms to provide a ground breaking service for cross business line customers. These customers include Cross border shopping, Customer Service by Amazon for Marketplace Fulfillment Network (MFN) Sellers, and other new business expansion at Amazon global sites.

We are looking for a smart, enthusiastic and creative leader with a strong background in leading program management who also has a track record of strategic and tactical program execution. This job will build a new top-grade service that helps customers have a better experience with Amazon stores.

In this position, the ideal candidate will play a leading role diving deep into the customer and seller needs, defining customer and seller service product requirements, developing the opportunities, and finally launching the product. This role requires coordination across CS global teams and external teams in order to build and expand the product to global sites.

This candidate will lead the program management, work with account managers, product managers, multiple technical teams, CS operations, and various supporting teams including HR, Finance, legal, Information Security and international business. They will work with these teams to define the program objective, strategy, and roadmap; draft the strategic program proposal and vision to get buy-in from different stakeholders.

The successful candidate must have exceptional cross-functional team management skills, strong business acumen, analytical skills and operation experience. We are looking for someone who is excited to take on new, ambiguous initiatives with strong program management capabilities to lead multiple programs simultaneously.

Key job responsibilities
- Dive deep into the customer and seller needs under different business lines, define the program objective and product roadmap that appeals to those customer needs and create seller value, and finally launch the product in collaboration with cross functional 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 teams to drive business strategy.
- Define and manage the end-to-end program management process, including governance and tracking and reporting of the projects, share blockers and escalate as needed to unblock the project deliveries.
- Draft strategic document for planning, executive presence and review.
- Be an effective communicator, have a demonstrated 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 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