Amazon

DESCRIPTION

The Customer Service Knowledge team is responsible for the ground source knowledge content and policies that are used to generate accurate, consistent, and personalized content. CS Knowledge is the single source of truth data that powering the front end customer experiences across CS self-service, and human-assisted channels. We are looking for a Principal Program Manager who can support the development of our systems, and influence across organizations as we transform our Knowledge management systems and user experiences.

Key job responsibilities

• Serve as the primary point of contact and strategic advisor to Leadership, providing high-level support, counsel, and coordination on all program matters.
• Develop and maintain a comprehensive understanding of the organization's operations, processes, and key stakeholder relationships to anticipate the Leadership needs and proactively address issues.
• Serve as a trusted liaison between the Operations Leadership and cross-functional leaders, fostering collaborative relationships and aligning operational priorities.
• Champion the adoption of industry best practices, innovative technologies, and continuous improvement methodologies to enhance the department's capabilities.

A day in the life

We thrive on solving challenging problems to innovate for our customers. By pushing the boundaries of technology, we create unparalleled experiences that enable us to rapidly adapt in a dynamic environment. Our decisions are guided by data, and we collaborate with engineering, science, and product teams to foster an innovative learning environment.

About the team

The CS Knowledge team's vision is a world where customer and associate-facing CS content is always relevant, accurate, complete, and fresh, served-up in the most effective way across channels (e.g., CS self-service and human-assisted channels, Rufus, Alexa, Google search). CS Knowledge will achieve this by shifting the paradigm for content creation and maintenance, moving away from an output-driven approach based on static content types to a trusted set of artifacts about Amazon products, services, and policies that are used to generate accurate, consistent, and personalized content in any form.

BASIC QUALIFICATIONS

• Bachelor's degree
• Experience implementing repeatable processes and driving automation or standardization
• Experience defining program requirements and using data and metrics to determine improvements
• Experience defining and executing program requirements
• Experience managing, analyzing and communicating results to senior leadership
• Experience owning program strategy and end to end delivery
• Experience in program or project management
• Experience delivering cross functional projects

PREFERRED QUALIFICATIONS

• Experience delivering projects within scope, time, budget and quality

Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.

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.