Amazon

DESCRIPTION

Amazon Customer Service Business is looking for a results-driven Sr. Program Manager to join the customer experience (CX) team, with a focus on Premium Servicing for business customers. In this role, you will be responsible for analyzing and resolving complex premium service-related customer issues while identifying process improvements and operational efficiencies across multiple regions.

You will spearhead program launches for North America (NA) region while maintaining global program excellence. Working closely with teams like Sales, Preserve, Product, and Operations, you'll focus on CS strategy to raise the CX bar for the largest customers in Amazon Business. This role requires strong understanding of both global and North American premium service landscapes, customer service level agreements, and customer needs. The ideal candidate will bring experience in managing complex, multi-region programs and demonstrate ability to navigate both global and North American business requirements while maintaining consistent customer experience standards.

Key job responsibilities

• Drive end-to-end strategy and operational readiness for Premium Services, including process design and implementation
• Design, execute, and analyze A/B tests and pilot programs to evaluate new premium service treatments and experiences, using data-driven insights to scale successful initiatives and optimize customer outcomes
• Transform manual premium service processes to automated solutions for North American business customers
• Establish and optimize SOPs for business operations, focusing on both standard and enterprise premium support systems
• Lead investigation and resolution of high-severity premium service issues in collaboration with resolver teams
• Conduct deep-dive analyses of key defects, delivering actionable insights and solutions
• Maintain comprehensive tracking of Premium Service defects across North American markets
• Partner with technical and non-technical teams to develop and implement solutions
• Own operational KPI tracking and defect reporting
• Present strategic updates to Senior Leadership across Customer Service and Premium Service organizations in WBRs, MBRs, and QBRs
• Drive continuous improvement through data-driven insights and recommendations

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.

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

BASIC QUALIFICATIONS

• Experience using data and metrics to determine and drive improvements
• Experience owning program strategy, end to end delivery, and communicating results to senior leadership
• Experience defining and executing program requirements
• Experience working cross functionally with tech and non-tech teams
• 5+ years of program or project management experience

PREFERRED QUALIFICATIONS

• 2+ years of driving process improvements experience
• Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field
• Knowledge of Excel at an intermediate level (e.g., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, etc.)

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 $104,100/year in our lowest geographic market up to $185,000/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.