SeniorProgramManager,AmazonCustomerService

Amazon's mission is to be "Earth's most customer-centric company," and our award-winning Customer Service team is an essential part of that mission. Amazon Customer Service (CS) is one of the largest customer service organizations in the world. Our tens of thousands of Customer Service Associates (CSAs) around the globe provide world-class support to customers 24 hours a day, 7 days a week The Associate Experience (AE) organization powers CS by developing elegant customer- and CSA-facing products globally. These products offer effortless self-service and automation solutions to our customers. If customers prefer to interact with a human, we enable CSAs to effectively and elegantly solve customers' issues using our associate-facing products powered through human-centered design. We are looking for a Senior Program Manager who can own the scoping, planning, and execution of challenging and high-impact programs. This role will be highly visible across CS as well as other Amazon business units. You will be partnering with and influencing the direction of multiple teams within and outside of CS to deliver complex, cross-functional outcomes. The right candidate will possess a strong program management background and will have demonstrated experience leading medium to large programs across distributed stakeholder groups. As a Senior Program Manager, you will anticipate bottlenecks, provide escalation management, make trade-offs, and balance business needs versus technical and operational requirements. A successful candidate is an effective communicator, has demonstrated the ability to earn the trust of stakeholders across cross-functional teams, is data-driven, and has experience managing complex operational challenges. Key job responsibilities - Own program workstreams end-to-end, driving cross-organizational coordination to deliver outcomes at scale - Coordinate with teams across multiple organizations to document requirements, secure commitments, and drive accountabilit