Senior PM, Working Backwards

Amazon

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Job summary

Are you passionate about Amazon's peculiar culture, specifically our practice of Working Backwards? Come join the Working Backwards team! Our vision is to create a culture where every Amazonian works backwards from the customer to invent delightful, bar-raising, inclusive customer experiences. You will play a critical role in our renewed program by building and nurturing a global network of Customer Experience Bar Raisers (CXBRs), partner team stakeholders, and trainers. Our ideal candidate excels at Earns Trust, enjoys collaborating with global partners, and has bag of proven program management tricks. If you love building new programs and processes and are passionate about training, this role is for you!

In this role you will own the Customer Experience Bar Raising (CXBR) program. CX Bar Raising Reviews are conducted by CX Bar Raisers, customer-obsessed CX leaders who review a PRFAQ and/or visuals to provide a “fresh pair of eyes” from the customer’s point of view. Many long-time Amazonians are passionate about the program, but it needs a refresh to meet the needs of today’s workforce and more awareness and adoption.

Key job responsibilities

In this role, you will:

  • Develop and execute a vision for the CXBR program, including both big and small program details from defining Bar Raiser apprentice requirements to driving adoption of the program.
  • Scale adoption of CXBR by recruiting and onboarding new CXBR chapters and chapter leads in high-priority organizations and regions.
  • Build relationships with the CXBR chapter leads; create an ongoing communication plan and feedback loop for all partners and stakeholders to stay connected and improve the program.
  • Identify gaps in bar raiser knowledge and build a plan for ongoing learning and development.
  • Build a robust global train-the-trainer (TTT) program to deliver Working Backwards and PR/FAQ live training experiences.
  • Build positive, collaborative relationships with existing training programs (e.g. New Hire Orientation) to scale Working Backwards training content globally.
  • Develop and execute a communication and marketing plan to drive awareness of these programs.
  • Define key input and output program success metrics.

BASIC QUALIFICATIONS

A successful candidate will have:

  • Bachelor’s degree or equivalent years of experience
  • 5+ years of experience in a similar role with experience in learning & development (L&D), training facilitation, and product or program management.
  • Experience driving alignment across teams and functions with proven success influencing without authority.
  • Excellent written and verbal communication skills, with ability to lead groups and facilitate hands-on workshops.
  • Program management skills on a global-scale that displays your abilities to set program objectives, analyze data, drive quantifiable improvements.
  • Ability to set a long-term program vision, but roll up your sleeves and execute.

PREFERRED QUALIFICATIONS

  • First-hand experience with a bar-raising program, such as CXBR, hiring bar raiser, web lab bar raiser, etc.
  • Training facilitation experience in a variety of delivery modalities (virtual, hands-on/experiential, instructor-led, etc.).
  • Superpowers in Earn Trust and Customer Obsession
  • Data-driven and skills identifying new metrics and gathering metrics to measure progress overtime.
  • Comfortable and knowledgeable on diversity and inclusion topics and the impact they have in social and business environments.

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.

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Confirmed 19 days ago. Posted 30+ days ago.

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