Amazon

Principal Program Manager, Amazon Customer Service

Amazon$137K — $186K *
Business Services
5 - 7 years of experience
Job Overview by Ladders

Qualifications

  • 7+ years of experience working cross-functionally with tech and non-tech teams
  • 7+ years of program or project management expertise
  • 7+ years of experience managing, analyzing, and communicating results to senior leadership
  • Bachelor's degree
  • Experience in implementing repeatable processes with a focus on automation
  • Experience in defining program requirements using data and metrics
  • 5+ years of change management experience

Responsibilities

  • Partner with diverse teams to shape and execute Amazon's Customer Service strategy
  • Develop and execute complex, global change management plans
  • Gain an in-depth understanding of customer and associate experiences
  • Create communication plans and materials to support change initiatives
  • Prepare and present strategic proposals to stakeholders and leadership

Benefits

  • Comprehensive health insurance (medical, dental, vision, and more)
  • 401(k) matching program
  • Generous paid time off policy
  • Parental leave
  • Access to mental health support services
  • Flexible spending accounts
  • Adoption and surrogacy reimbursement coverage
Full Job Description
This role will be a significant contributor to transforming Amazon's Customer Service through various projects and programs designed to simplify both the customer and associate experience. You will work across our Service Delivery, Tech, Product and Capacity Planning teams to formulate Amazon's strategic direction for the customer and associate experience, and then implement those changes. This role will require someone highly familiar with managing global change and earning the trust of their global stakeholders.

Key job responsibilities

- Communication and collaboration is key. You will partner across tech, product, policy, capacity planning, Finance, HR, etc.. to formulate and implement Amazon's CS strategic direction

- Construct and implement global, complex change management plans

- Become intimately familiar with the associate and customer experience to earn stakeholder trust

- Draft communications and communication plans to faciliate said change

- Draft and present strategic proposals to stakeholders and leaders for discussion and approval

About the team

Amazon Customer Service (CS) is a large and global organization, obsessed with taking care of our customers and delivering reliably fast, convenient, and helpful support when they need it. Whether customers interact with our self-serve solutions or CS Associates, we work hard to make sure they have a delightful experience with us, each and every time.

BASIC QUALIFICATIONS

- 7+ years of working cross functionally with tech and non-tech teams experience

- 7+ years of program or project management experience

- 7+ years of managing, analyzing and communicating results to senior leadership experience

- Bachelor's degree

- Experience implementing repeatable processes and driving automation or standardization

- Experience defining program requirements and using data and metrics to determine improvements

- 5+ years of change management experience

PREFERRED QUALIFICATIONS

- Experience delivering projects within scope, time, budget and quality

- PMP certificate

- MBA

- Experience producing executive-level written materials and presenting to executive audiences

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, WA, Seattle - 137,600.00 - 186,200.00 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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