Senior Program Manager, Customer Engagement Technology
Amazon.com
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 (CSAs) around the globe provide world-class support to customers 24 hours a day, 7 days a week, in over 20 languages (and growing).
The Customer Engagement Technologies (CET) organization powers CS by developing elegant customer- and 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 Program Manager to coordinate CET global programs and communicate technical knowledge to ensure successful rollouts.
A successful candidate is an effective communicator, who has demonstrated the ability to earn the trust of stakeholders across cross-functional teams. The ideal candidate is data-driven, has a strong eye for opportunities, and has experience managing complex business and technical challenges. You are customer-obsessed and not afraid to get your hands dirty navigating requirements from different business teams. You have a strong bias toward data-driven decision-making, and an innate ability to understand how metrics relate to business problems and to each other. You are willing to experiment, fail fast, learn, and iterate to improve. You understand and account for the implications of your work on front-line operations.
Key job responsibilities
- Collaborate with Service teams and other cross-functional partners to scale production rollouts.
- Ensure completion of key operational readiness requirements for the launch of new services and features.
- Provide direction for scaling and ensuring launch readiness for the support team globally.
- Leverage rapid, agile development techniques.
- Drive cross-functional alignment on goals and successful product or service launch execution.
- Oversee the design and development of traditional and alternative learning methods to support change planning and readiness.
- Perform needs analyses using available data and evaluate program results to improve and scale readiness and the customer experience with support for new services and features.
- Establish processes, tools, and tracking and reporting mechanisms to streamline launch preparations and readiness.
A day in the life
As a Program Manager for Run of Business in our Customer Engagement Technology team, your day centers on orchestrating operational excellence. You begin by reviewing the day's operational calendar and schedule of business reviews. Throughout the day, you navigate meetings with stakeholders across Amazon, coordinating cross-functional deliverables and addressing emerging business needs.
You craft business updates, prepare for operational reviews, and optimize processes while managing competing priorities in our fast-paced environment. Your role requires strong adaptability as you coordinate with various teams, ensure timely delivery of reports, and troubleshoot operational bottlenecks. You drive the operational rhythm that keeps our organization running efficiently and effectively.
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!
Benefits Summary:
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
About the team
The mission of the CET team within Customer Service is to create Earth's 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 influence our science and engineering teams to deliver worldwide Self-Service Automation (SSA) products based on generative AI.
The Customer Engagement Technologies (CET) organization powers CS by developing elegant customer- and 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 Program Manager to coordinate CET global programs and communicate technical knowledge to ensure successful rollouts.
A successful candidate is an effective communicator, who has demonstrated the ability to earn the trust of stakeholders across cross-functional teams. The ideal candidate is data-driven, has a strong eye for opportunities, and has experience managing complex business and technical challenges. You are customer-obsessed and not afraid to get your hands dirty navigating requirements from different business teams. You have a strong bias toward data-driven decision-making, and an innate ability to understand how metrics relate to business problems and to each other. You are willing to experiment, fail fast, learn, and iterate to improve. You understand and account for the implications of your work on front-line operations.
Key job responsibilities
- Collaborate with Service teams and other cross-functional partners to scale production rollouts.
- Ensure completion of key operational readiness requirements for the launch of new services and features.
- Provide direction for scaling and ensuring launch readiness for the support team globally.
- Leverage rapid, agile development techniques.
- Drive cross-functional alignment on goals and successful product or service launch execution.
- Oversee the design and development of traditional and alternative learning methods to support change planning and readiness.
- Perform needs analyses using available data and evaluate program results to improve and scale readiness and the customer experience with support for new services and features.
- Establish processes, tools, and tracking and reporting mechanisms to streamline launch preparations and readiness.
A day in the life
As a Program Manager for Run of Business in our Customer Engagement Technology team, your day centers on orchestrating operational excellence. You begin by reviewing the day's operational calendar and schedule of business reviews. Throughout the day, you navigate meetings with stakeholders across Amazon, coordinating cross-functional deliverables and addressing emerging business needs.
You craft business updates, prepare for operational reviews, and optimize processes while managing competing priorities in our fast-paced environment. Your role requires strong adaptability as you coordinate with various teams, ensure timely delivery of reports, and troubleshoot operational bottlenecks. You drive the operational rhythm that keeps our organization running efficiently and effectively.
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!
Benefits Summary:
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
About the team
The mission of the CET team within Customer Service is to create Earth's 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 influence our science and engineering teams to deliver worldwide Self-Service Automation (SSA) products based on generative AI.
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