Description

　　Are you someone who cares about customer experience and wants to be involved in delivering innovative support experiences for customers of Amazon’s products using Artificial Intelligence? Then we're looking for you!

　　We are seeking a Senior Manager, Program Management to join the Customer Engagement Technology (CET) Team. You will lead our project management team tasked with utilizing the capabilities of artificial intelligence (AI) with large language models (LLMs) to help solve customer problems. You will be responsible for driving high-visibility programs that directly impact the customer experience globally. You will own and execute complex projects and programs, and will be a thought leader and innovator within the organization.

　　The mission of the CET team within Customer Service is to create earth’s best customer service solutions through 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.

　　In this role you will lead a team that will track deliverables of our science and engineering teams. You will work closely with senior leaders across cross-functional stakeholder teams within Amazon to drive collaboration and influence them to prioritize projects, meet objects and adhere to business plans towards shared objectives. You will be responsible for key workstreams included monthly roadmap reviews, business reviews and organizational goal setting. You are also expected to be able to work independently and with ambiguity in a complex, fast-paced, and high-throughput environment where multi-tasking is required.

　　You must have a collaborative work style, an innovative mindset, and an unparalleled work ethic. You have an excellent record of complex project and program delivery, from conception and design through implementation, measurement, closure and handover.

　　Key job responsibilities

　　Manage a team of program owners that are responsible for defining project plans, managing implementation activities and developing process, documentation and communications for using generative AI for Voice, text and touch button customer service experiences across multiple stakeholders

　　Develop change processes associated with program rollout and ongoing support without the need to create bespoke solutions unique to every org/marketplace

　　Review and guide teams on how to plan, organize, manage and execute complex projects across multiple organizations and stakeholders

　　Clearly communicate goals, roles, responsibilities, and desired outcomes

　　Make appropriate tradeoffs to optimize time-to-market in consultation with stakeholders

　　Manage multiple internal and external, cross functional and remote stakeholders

　　Track delivery against program objectives and implement proposals to improve program services and efficiencies

　　We are open to hiring candidates to work out of one of the following locations:

　　Austin, TX, USA | Dallas, TX, USA | Phoenix, AZ, USA | Seattle, WA, USA

　　Basic Qualifications

　　7+ years of team management experience

　　Bachelor's degree

　　7+ years of relevant work experience in project/program management and/or operations in a customer service environment; with success leading cross functional programs and the ability to influence and lead without direct management authority

　　Experience using macro-enabled excel workbooks to perform data analysis to drive improvements

　　Experience owning program strategy, end to end delivery, and communicating results to senior leadership

　　Experience communicating with VP-level decision makers; experience communicating expectations and requirements with business and technology teams through written proposals

　　Experience in process improvement using Lean and Kaizen methods

　　Preferred Qualifications

　　Experience implementing repeatable processes and driving automation or standardization

　　10+ years experience managing cross-functional teams

　　Master’s Degree or MBA in a related discipline.

　　PRINCE2/PMP Certification

　　Background in Customer Service operations

　　Intuitive understanding of optimal versus sub-optimal customer experiences, with ability to quickly assess the situation and identify solutions to improve/fix

　　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.

　　Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $121,100/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. Applicants should apply via our internal or external career site.