Job description

• 5+ years of experience in program or project management
• Experience using data and metrics to drive improvements
• Experience owning program strategy, end to end delivery, and communicating results to senior leadership

Job summary Do you want to be part of a team that is building from the ground up at Amazon? Do you have a passion for bringing the best experience to our customers and employees? Our team is seeking a driven, talented, and enthusiastic Customer Service Program Manager (PM) to support and solve problems impacting both the internal and external customer experience. drive exciting new customer-focused initiatives on behalf of Customer Care. The PM will own implementation and ongoing oversight of projects and programs for the Customer Care organization in a fast-paced and changing healthcare environment. This is an opportunity to build something new - come join us! The ideal candidate will have experience with program management, Customer Service operations, and will help develop and execute a strategy for ensuring that problems are resolved not just for an individual, but for all customers. As the Program Manager, you will support teams in improving Customer Care operations as well as customer experiences and create lasting solutions that affect customers and operations teams. You will build scalable mechanisms, work with stakeholders across multiple verticals, and oversee and execute on projects. You will feed insights back into the business by identifying trends and driving initiatives that systemically improve the customer experience. A successful candidate will be an expert in change management, process improvement and influencing without authority. Key job responsibilities * Scale programs - manage all aspects of program implementation working in partnership with business, operational, training, tech and product teams. * Executing Customer Care initiatives – intake and define projects, manage implementation, develop processes and ongoing support. * Execute new program launches - identify needs and requirements, execute for successful implementation, escalate and communicate risks effectively * Continuous Improvement - to benefit the Customer Care team and customer experience. * Identify gaps in processes, policies, content, tooling or reporting and develop and execute a plan to solve them. * Support Customer Care operations for program wide launches * Be the business primary POC for high severity events to support Customer Care operations, advocate for the customer experience and unblock tech when necessary * Be the primary POC for Customer Care management, training, and content teams for questions related to the program or business. * Identify opportunities for improvement with partners and engage Account Manager to resolve issues and handle day to day tasks that require coordination with partner teams * Own contact driver optimization for Customer Care- this includes analyzing data to identify root cause of of “defect” contacts, identifying and executing on optimization projects * Work with Quality Assurance, Operations, and Analytics teams to ensure we are collecting the right data to understand customer insights, trends, potential quality issues, etc. * Compile and distribute reports to display customer trends and health of the business insights from operations A day in the life In this role you will work with the Principle Program Manager, the Customer Care team and product team through implementation of program and operational mechanisms, alignment and standardization efforts to support scaling, and replication of proven initiatives across the team. You will work directly with Customer Care operational, business, training, content, tech and product stakeholders, as well as senior leadership teams to understand Customer Care and customer needs and translate these into replicable improvements, while maintaining successful practices already in place. About the team We are a small and agile team building a new business in the healthcare space from the ground up. We are customer obsessed above all else. Roll up your sleeves and come join us!
*Experience with Customer Service Operations and Customer Service Agent tools and processes * Proven ability to drive and manage multiple mid-to-large scale products, competing priorities and projects with urgency in a fast-paced environment where continuous innovation is required. * Ability to work independently, take on large amounts of responsibility and condense a variety of strong opinions in a dynamic environment. * Excellent written, verbal, and visual communication skills, able to influence and present at senior level. * Proven ability to think strategically and execute tactically. The base pay range for this position is $115,600 - 160,000 per year. Pay is based on market location and may vary depending on job-related knowledge, skills, and experience. A sign-on payment and restricted stock units may be provided as part of the compensation package, in addition to a full range of medical, financial, and/or other benefits, dependent on the position offered. Applicants should apply via Amazon's internal or external careers site. 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.

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