Amazon.com Services LLC
Project/Program/Product Management--Non-Tech, Program Management, amazon customer service
SeniorProgramManager,OperationalExcellence,AmazonCustomerService
Neural analysis suggests this role is
optimal for Senior candidates.
“Senior Program Manager, Operational Excellence, Amazon Customer Service at Amazon.com Services LLC. Skills: Program management, Operational excellence, Stakeholder management. Design Rhythm of Business programs. Implement Rhythm of Business programs”
What You'll Achieve.
Deliver results; Deliver on time; Deliver at high quality; Measure program success
Industry & Context.
Navigating ambiguity; Driving clarity; Driving structure
What They're Looking For.
Must Have
5+ years program management experience, Experience using data and metrics, Experience owning program strategy, Experience implementing repeatable processes, Experience driving automation, Experience driving standardization
Nice to Have
2+ years process improvements experience, Master's degree preferred, MBA preferred, Knowledge of general AI tools, Experience defining program requirements, Experience executing program requirements
What You'll Do.
Design Rhythm of Business programs
Implement Rhythm of Business programs
Manage Rhythm of Business programs
Provide program management design
Provide program management implementation
Review programs regularly
Be face of Rhythm of Business
Ensure leadership alignment
Implement new programs
Advocate for resources
Leverage new technologies
Navigate ambiguous business challenges
Act as connection point
Ensure effective communication
Ensure seamless execution
How You'll Work.
Team & Collaboration
Cross-functional coordination; Internal partner teams; Cross-team collaboration; Organizational alignment
Process & Methodology
Program management, Stakeholder management, Program design, Program governance, Navigating ambiguity
Full Job Description
Customer experience is at the heart of all we do at Amazon, as we strive to be Earth’s most customer centric company. Amazon Customer Service (CS) is at the forefront of customer experience, working relentlessly to provide customers a convenient, high quality, and delightful experience – across all of our CS channels – in every interaction. We are seeking an experienced and highly skilled Program Manager to lead key Rhythm of Business programs and mechanisms. In this role, you will own critical business operations processes end-to-end and help ensure alignment from top to bottom. You will have strategic insight and tactical execution in balance to drive effective and efficient Rhythm of Business goals. You will own complex CS-Wide initiatives that require cross-functional coordination and detailed understanding of our business. This role requires excellent program management skills including across stakeholder management, program design, program governance, and navigating ambiguity to deliver results. You will be operating at the scale of Amazon CS and with other Rhythm of Business leaders throughout our organization. Key job responsibilities - Rhythm of Business Management: Design, implement and manage key Rhythm of Business programs that support business operations across CS (e.g., Think Big, OP1) - Program Management: Provide detailed program management design and implementation to ensure high quality and efficient programs in practice. Review programs regularly. - Stakeholder Management: Be the face of Rhythm of Business for CS across our team and with internal partner teams across Amazon. Ensure leadership alignment with programs and initiatives. Create working group to support our goals for operational efficiency and effectiveness. - New Program Design and Implementation: See around corners to decide the next types of programs and tooling we need in CS to drive us towards our goals. Design and implement new programs and advocate for the right resources to ensu
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