Amazon Spain Services, S.L.U. - B76
Finance Accounting, Program Management, finance
SrProgramManager,CustomerExperience(CX),SrProgramManager,CX
Neural analysis suggests this role is
optimal for Senior candidates.
“Sr Program Manager, Customer Experience (CX), Sr Program Manager, CX at Amazon Spain Services, S.L.U. - B76. Skills: Customer experience, Program management, Process improvement. Define team strategy. Define success metrics”
What You'll Achieve.
Deliver world-class customer experiences; Achieve customer satisfaction targets; Achieve operational excellence; Deliver exceptional customer experiences
Industry & Context.
See beyond immediate challenges
What They're Looking For.
Must Have
Bachelor's degree, Experience leading cross-functional team, Experience in written and oral communication, Experience in direct customer support, Speak, write, and read English
Nice to Have
Master of Business Administration, Associate's degree or above, Experience leading prioritization, Experience team scheduling, Experience time management, Experience meeting deadlines, Experience demonstrating analytical abilities, Confidence in use of data
What You'll Do.
Define success metrics
Achieve customer satisfaction targets
Achieve operational excellence
Develop capacity planning strategies
Develop resource allocation strategies
Reduce operational headcount
Drive technology adoption
Build career development pathways
Foster operational excellence
Establish programmatic infrastructure
Establish communications cadences
Establish governance frameworks
How You'll Work.
Team & Collaboration
Cross-functional teams; Customer Experience teams; Product teams; Engineering teams; Operations teams
Communication Scope
Written communication; Oral communication; Communicate with all levels
Process & Methodology
Program management
Full Job Description
Are you passionate about creating exceptional customer experiences at scale? We're building a new team to transform how we communicate with and support employees using our products, and we're looking for a strategic leader to build and lead this team from the ground up. As the Senior Program Manager, you'll own these customer engagements for products serving millions of employees globally, impacting billions in operational spend. You'll establish standards, build scalable processes, and leverage technology—automation and GenAI—to deliver world-class customer experiences. This is a unique opportunity to evolve customer experience across multiple domains for Amazonians. To be successful in this role, you'll need to think big, see beyond immediate challenges to envision scalable solutions, stay highly organized across multiple priorities, work autonomously with minimal guidance, and drive your team toward strategic outcomes that deliver exceptional customer experiences. Key job responsibilities Define team strategy and success metrics to achieve customer satisfaction targets and operational excellence Develop capacity planning and resource allocation strategies across multiple products and time zones Create scaling plans that reduce operational headcount through automation and GenAI Drive technology adoption including AI-powered support experiences and self-service capabilities Partner cross-functionally with Customer Experience, Product, Engineering, and Operations teams Lead and develop a global team, building career development pathways and fostering operational excellence Establish programmatic infrastructure including communications cadences, processes, and governance frameworks About the team The Global Payroll and Procurement Products team builds solutions that enable Amazonians to get paid and buy what they need for work. Our mission is to create products that millions of employees rely on daily, impacting billions in operational spend. We're a customer-obsesse
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