Sr. Program Manager Customer Exp., Heavy Bulky & Services
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
A desire to work in a collaborative, intellectually curious and fast paced environment focused on our Customers.
3+ years of experience running Operational or Customer impacting programs.
Evidence of influencing large scale changes across multiple teams and levels.
Experience using deep analysis and operational insight to drive changes.
Developing large-scale data insights for making business decisions using: ETL processes, data modeling and SQL
The Heavy-Bulky, Services, and Local Selling teams are responsible for a broad set of customer experiences across Amazon’s global marketplace. From finding larger, more expensive products, to getting them delivered (or picking them up directly), to having them assembled or installed, these businesses involve the highest Customer expectations and operational complexity. We move quickly to bring about positive meaningful changes on behalf of our Customers.
We are looking for a Customer obsessed and data driven thought leader to improve the Customer experience, by solving problems that cause Customer contacts and concessions. This individual will lead large scale programs with direct Customer impact – this could include building strategies to reduce contacts, altering or creating notifications for customers and creating policies across our large CS population to improve the Customer experience. They will work closely with multiple partners across our forward/reverse logistics teams, product teams, service partners and Customer Service operational teams.
The ideal candidate will be highly confident with data with an analytical mindset, to enable them to deep dive into new and complex problems and identify root causes. They will be comfortable in a fast-moving environment, and confidently able to shift gears from driving process changes and tech product improvements to optimizing multiple systems. They will be Customer-obsessed, and able to combine Customer anecdotes with data to drive the right improvements. They should have strong influencing skills, able to drive large scale changes across multiple teams and engaging leaders at all levels.
This role will need to audit all issues as it relates to proactive processes and communication to develop programs that drive improvements in the Customer experience. They will connect the operational problems to how they impact our contribution toward concessions and contacts. They will regularly discuss CX opportunities, concession contribution and overall impact with leadership across the organization.
The pay range for this position in Colorado is $74,200 - 129,800 per year; however, base pay offered may vary depending on job-related knowledge, skills, and experience. A sign-on bonus 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. This information is provided per the Colorado Equal Pay Act. Base pay information is based on market location. Applicants should apply via Amazon's internal or external careers site.
About the team
The Heavy Bulky & Services Team is on a mission to transform the Customer Experience for logistically challenging shipments and services. We are accomplishing this by enabling solutions for our Customers and Associates through creativity, collaboration and a passion for improving our processes every day.
Experience with Logistics and/or Customer Service Operations Ability to drive insightful connections between data and processes Excellent written, verbal, and presentation skills Passion and high bar for your craft 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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