Amazon

Escalations Manager, AFP Partner Success Team

Amazon$104K — $155K *
Business Services
5 - 7 years of experience
Job Overview by Ladders

Qualifications

  • 5+ years of program or project management experience
  • Experience using data and metrics for improvements
  • Proven track record of end-to-end program ownership
  • Master's degree or MBA in relevant fields preferred
  • Knowledge of general AI tools beneficial

Responsibilities

  • Establish a reporting mechanism for issue management
  • Own knowledge management processes for documentation
  • Define and drive service level agreements (SLAs)
  • Contribute to the development roadmap for new features
  • Identify and document use cases for insights
  • Define a communication strategy that ensures clarity
  • Develop standard responses and templates for uniform communication
  • Collaborate with stakeholders to manage SLAs effectively

Benefits

  • Comprehensive health insurance including medical, dental, and vision
  • 401(k) matching contributions
  • Paid time off and parental leave
  • Adoption and surrogacy reimbursement
  • Access to mental health support and EAP
Full Job Description
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

About Amazon

Audible is a provider of spoken audio information and entertainment , on the Internet. They provide premium spoken audio content, such as audio versions of books and newspapers and radio programs, that is delivered over the Internet and played back on personal computers and hand-held electronic devices. The Audible service allows consumers to purchase and download their content from their Website, store it in digital files and play it back on personal computers and electronic devices. More than 15,000 hours of audio content are available on their Web site, including audio versions of books, periodicals and radio programs. Several manufacturers have agreed to support and promote the playback of their content on their hand-held audio-enabled electronic devices.

Amazon Careers

Joining Amazon presents an unparalleled opportunity to become part of a vibrant team pushing the boundaries of innovation and growth in the global marketplace. As a leader in e-commerce, technology, and logistics, Amazon offers a variety of job opportunities that cater to a range of skills and professional interests. Work You’ll Do At Amazon, every day is an opportunity to collaborate with the brightest minds in technology and business to redefine what’s possible. Whether you’re interested in software development, marketing, human resources, or customer service, Amazon has a position waiting for you. Transform the way the world shops and innovates with our diverse and inclusive team. Amazon is not just a company; it’s a community where you can drive real change and contribute to projects impacting millions globally. Lead with Innovation and Leadership Amazon is the perfect place to enhance your leadership and innovation skills. Our culture encourages pushing the envelope and imagining the unimaginable. Here, you will lead projects that challenge the status quo and define new industry standards. Work with a team that values diversity and is committed to creating an inclusive environment. Our leadership is focused on harnessing the collective power of unique perspectives to foster growth and innovation. Explore Amazon’s Employment Benefits Amazon’s commitment to its employees extends beyond just career growth. We offer competitive benefits, including health care, parental leave, and diversity training, ensuring that our team not only excels professionally but also enjoys well-being and security. Internship and Networking Opportunities Start your career with an Amazon internship and gain hands-on experience that matters. Our internships provide a gateway to full-time employment and an opportunity to network with professionals across various sectors of the company. Future-Proof Your Career With Amazon, your career path is filled with numerous opportunities for advancement. Our learning and development programs are designed to nurture your professional growth and keep you at the forefront of industry trends. Stay Connected Join Our Team Discover the job opportunities at Amazon that match your skills and interests. We are constantly on the lookout for passionate, curious, and innovative team players ready to make a difference. Keep Up to Date Stay ahead with career tips, insider perspectives, and industry-leading insights you can put to use today—all from the people who work here. Job Alert Emails Customize your subscription to receive job alerts, the latest news, and insider tips tailored to your preferences. Explore the exciting and rewarding career opportunities that await at Amazon. Amazon is more than just a company—it’s a platform for building a promising future. Whether you’re starting or looking to advance your career, Amazon offers the resources, support, and network you need to succeed. Join us, and be a part of our continuing mission to be Earth's most customer-centric company.
Learn more about Amazon
Size
1,608 employees
Market Cap
$832.6 billion
Industry
Net Income
$21.3 billion
Founded
1994
5 Year Trend
+28.1%
Revenue
$386 billion
NASDAQ

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