Job Information
Amazon Sr. Program Manager, JWO Customer Support in Seattle, Washington
Description
AWS Applications and Higher Level Abstractions (Apps) provides horizontal and industry vertical applications for business users with the same on-demand scalability, reliability, pay-as-you-go pricing, and machine learning expertise that drive AWS services. The AWS Applications group includes services such as Amazon Connect (a cost-effective cloud contact center), our End User Computing (including Amazon Workspaces, AppStream, etc.), Marketing Tech (Amazon Pinpoint), and Autonomous Checkout and Identity Services (Just Walk Out, Amazon One) for retail, sports, travel, and other verticals.
Are you inspired by building new businesses? Do you love cutting-edge technology? Do you have a passion for working backwards from customer needs to design an operation? Do you love designing mechanisms to solve problems in simpler, more effective ways? Do you want to help scale Earth’s most customer-centric retail technologies? If so, this position may be for you.
Amazon’s Just Walk Out technology inventions are changing the way shoppers engage with physical stores of various types and sizes around the globe. This team ensures Customers are satisfied with their investment in Amazon’s technology through issue resolution and prevention. We’re looking for a Sr. Program Manager to help build operational processes and technology requirements for the third-party physical retail Customer Support organization. This role is critical to scaling Customer Support within a high-growth and fast-paced organization, with the processes and tools built enabling Customer retention and growth. This role will help define Customer needs, working backwards from those needs to build operational structure, mechanisms for defect reduction, and enable faster issue resolution through self-service and seamless Customer Support interactions. This role will also help define requirements for technology which acts as the single source of truth for Customer engagements.
Key job responsibilities
Gain and maintain a thorough understanding of Just Walk Out and other technologies – know who we are and how we serve our customers
Develop and maintain a deep understanding of customer needs, behaviors, and potential issues within their experience
Create, track, and influence improvement within metrics for the Customer Support organization, including service levels, productivity, quality, and scaling metrics among others
Ensure the voice of the Customer reflects through all program-related work
Identify trends and themes in customer engagement data to see where larger issues need to be addressed; meet with product and service owners to discuss the data and determine how to reduce defects
Work with technology teams to improve monitoring/alarming and subsequent actions for proactive issue resolution; identify and develop business cases for Customer self-service workflows
Own regular reporting for Customer Support such as Flash reports, MBRs, QBRs, as well as ad hoc reporting; includes creation of dashboards and status updates
Work with technology product owners to build strategic and tactical requirements for Customer Support tools, ensuring fit-for-purpose features and functionality
About the team
Diverse Experiences
Amazon values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying.
Why AWS
Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating — that’s why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.
Work/Life Balance
We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why flexible work hours and arrangements are part of our culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve in the cloud.
Inclusive Team Culture
Here at AWS, it’s in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences, inspire us to never stop embracing our uniqueness.
Mentorship and Career Growth
We’re continuously raising our performance bar as we strive to become Earth’s Best Employer. That’s why you’ll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.
Basic Qualifications
5+ years of program or project management experience
5+ years of driving process improvements 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
Experience working cross functionally with tech and non-tech teams
Preferred Qualifications
Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field
• Experience in process redesign utilizing voice of the customer
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 $104,100/year in our lowest geographic market up to $185,000/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. This position will remain posted until filled. Applicants should apply via our internal or external career site.