Our team is looking for a Sr. Program Manager who can build and scale mechanisms to manage intake of issues impacting the partner experience. You will work with stakeholders on requirements definition to improve partner experience. The ideal candidate is resourceful, customer-focused and has strong communication skills and the ability to build relationships with key stakeholders. They are highly autonomous and have a proven track record in taking on end-to-end ownership and successfully delivering results in a fast-paced and dynamic business environment. They will need to both think strategically and manage tactical details.
This role requires building mechanisms for communication and working models across teams, and will require the ability to influence others.
This role can be based out of Bellevue, WA, Atlanta, GA or Nashville, TN.
Key job responsibilities
- Establish mechanism for reporting and managing issues, ensuring a timely resolution
- Own the knowledge management process, ensuring documentations are accurate and up-to-date
- Define and drive service level agreements (SLAs) to meet expectations and maintain high-quality
- Own and contribute to a development roadmap for new features and use cases
- Identify and document use cases, proving insights to tailor unique needs
- Define the communication strategy ensuring clarity, consistency, and a positive experience
- Develop a standard suite of responses and templates for handling inquiries, ensuring uniform communication
- Define clear escalation paths for issues
- Collaborate with stakeholders to manage SLAs and responses to issues
- Work closely with stakeholders to provide valuable feedback and insights for feature enhancements
- Build and maintain data collection, establish reporting structures and dashboard.
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
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
- Experience designing, implementing, and scaling upskilling, apprenticeship, or workforce development programs across large-scale operations or corporate environments, including forecasting workforce needs and leveraging analytics to drive program decisions
The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.
USA, GA, Atlanta - 115,600.00 - 160,000.00 USD annually
USA, TN, Nashville - 104,100.00 - 155,400.00 USD annually
USA, WA, Bellevue - 115,600.00 - 160,000.00 USD annually