• 5+ years of program or project management experience
• Experience using data and metrics to determine and drive improvements
• Experience owning program strategy, end to end delivery, and communicating results to senior leadership

At Amazon, we are working to be the most customer-centric company on earth. To do this, we look for the world’s brightest minds, offering an environment in which they can advocate for customers and solve complex problems on their behalf, with ingenuity and simplicity.

The Sr. Program Manager, Americas Customer Experience, is a core member of Amazon's Customer Service (CS) organization. This team proactively engages with business stakeholders across the company to leverage the voice of the customer, drive continuous improvement, and launch new programs across some of the fastest growing markets in the world. A successful candidate will have experience managing complex business challenges and have the ability to influence and drive large cross-functional initiatives forward. They will have a strong bias toward data driven decision-making, and an innate ability to understand how metrics relate to business problems.

Because the person in this role will influence team members across multiple countries, you will also need to be highly collaborative and able to influence without authority.

Key job responsibilities

• Drive the expansion and management of a strategic roadmap involving unique and innovative customer solutions.
• Define areas of focus/opportunity supported by analysis, develop solutions, identify owners, set delivery/completion dates and set up mechanisms to ensure programs are on track.
• Proactively identify and resolve issues that affect customer experience and may impair the team’s ability to meet strategic, product, and technical goals.
• Actively build relationships across Amazon teams to deliver on your roadmap. Partner with program/product managers, category teams, finance, legal, operations associates and engineers to deliver on your roadmap.
• Operate autonomously; drive programs end-to-end including business goals, technical solutions, to improve customer experience.
• Communicate clear and concise expectations and requirements with business and technology teams.
• Capacity to present well-reasoned and data-driven proposals in both verbal and written form.

A day in the life
You come into the office with a curious mindset ready to dive into complex sets of data, review customer anecdotes, and walk the store in order to find hidden problems that affect our customers and that result in Customer Service contacts and concessions. You develop well-documented and data-driven business cases based on your newly gained insights. You surface these business cases to business, product, and technical teams to influence their prioritization of solutions that fix these issues. You measure the impact of implemented solutions to celebrate the improved customer experience and the cost savings from your projects.

About the team
The Americas Customer Experience team sits within the Customer Service organization. We are on a mission to relentlessly advocate for customers and eliminate defects that affect their experience while shopping on our stores. We leverage data, customer anecdotes, process expertise, and cross-functional collaboration to improve the customer experience.

• 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