Senior Program Manager, Amazon Customer Service

Job description

from Amazon careers

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 accountability with clear timelines
- Plan, sequence, and execute large-scale operational changes safely with appropriate communication and rollback plans
- Develop and maintain frameworks that ensure compliance with organizational standards and policies
- Manage cross-functional communications to ensure all affected stakeholders are informed, aligned, and prepared for changes
- Establish processes, tools, and tracking mechanisms to monitor program progress, identify risks, and report status to leadership
- Lead the resolution of escalations and exceptions, balancing business requirements with operational continuity
- Drive stakeholder alignment across Product, Technology, and Operations teams to ensure program requirements are met without disrupting business operations
- Write clear documentation and present program status, risks, and trade-offs to senior leadership through business reviews
- Identify opportunities to simplify and automate processes, reducing manual effort and improving long-term scalability

Basic Qualifications

- 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
- Experience working cross functionally with tech and non-tech teams

Preferred Qualifications

- 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
- Knowledge of general AI tools

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.