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.
The Customer Engagement Technology (CET) organization powers CS by developing elegant customer- and Customer Service Associate (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 Senior Manager, Program Management, to work across CET Product, Operations, UX Design, CS Business Verticals (e.g., Digital Devices, Shipping, and Delivery Services), and other Amazon teams to improve customer and associate experiences.
Specifically, you will be managing a team that will develop mechanisms and processes to enable the CET team to move quickly and deliver world-class customer experiences. Your team will work with teams across the CS organization and will build and manage cross-functional mechanisms, including Change Management, Intake, and goal tracking.
A successful candidate should thrive in a highly collaborative, ambiguous, creative, and fast-paced environment, with a proven track record in taking on end-to-end ownership and successfully delivering results.
Key job responsibilities
A day in the life
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
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!
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 enable the organization to deliver world-class experiences for our customers.
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 https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
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.
Read Full Description