Amazon

Senior Program Manager, Amazon Customer Service

Amazon$115K — $160K *
Consumer Technology
5 - 7 years of experience
Job Overview by Ladders

Qualifications

  • 5+ years of program or project management experience
  • Proven ability to use data/metrics for driving improvements
  • Experience in owning program strategy and end-to-end delivery
  • Strong cross-functional collaboration with both tech and non-tech teams
  • Preferred: 2+ years experience in driving process improvements
  • Preferred: Master's degree or MBA in related field
  • Preferred: Knowledge of general AI tools

Responsibilities

  • Own program workstreams from start to finish, ensuring cross-organizational coordination to achieve scale
  • Coordinate with multiple teams to document requirements and secure commitments
  • Plan and execute large-scale operational changes with appropriate communication plans
  • Develop frameworks to ensure compliance with organizational standards and policies
  • Manage communications to keep stakeholders informed and aligned throughout changes
  • Establish processes and tools to monitor program progress and report to leadership
  • Lead the resolution of escalations, balancing business needs with operational continuity
  • Drive stakeholder alignment to ensure program requirements are met without disruption
  • Write documentation and present status, risks, and trade-offs to leadership
  • Identify opportunities for simplification and automation to improve scalability

Benefits

  • Comprehensive health insurance including medical, dental, vision, and prescription coverage
  • 401(k) matching program
  • Paid time off and parental leave
  • Supplemental life insurance options and mental health support
  • Flexible Spending Accounts
  • Adoption and Surrogacy Reimbursement coverage
Full Job Description
We are looking for a Senior Program Manager who can own the scoping, planning, and execution of challenging and high-impact programs. This role will be highly visible across CS as well as other Amazon business units. You will be partnering with and influencing the direction of multiple teams within and outside of CS to deliver complex, cross-functional outcomes. The right candidate will possess a strong program management background and will have demonstrated experience leading medium to large programs across distributed stakeholder groups.

As a Senior Program Manager, you will anticipate bottlenecks, provide escalation management, make trade-offs, and balance business needs versus technical and operational requirements. A successful candidate is an effective communicator, has demonstrated the ability to earn the trust of stakeholders across cross-functional teams, is data-driven, and has experience managing complex operational challenges.

Key job responsibilities

- Own program workstreams end-to-end, driving cross-organizational coordination to deliver outcomes at scale

- Coordinate with teams across multiple organizations to document requirements, secure commitments, and drive accountability with clear timelines

- Plan, sequence, and execute large-scale operational changes safely with appropriate communication and rollback plans

- Develop and maintain frameworks that ensure compliance with organizational standards and policies

- Manage cross-functional communications to ensure all affected stakeholders are informed, aligned, and prepared for changes

- Establish processes, tools, and tracking mechanisms to monitor program progress, identify risks, and report status to leadership

- Lead the resolution of escalations and exceptions, balancing business requirements with operational continuity

- Drive stakeholder alignment across Product, Technology, and Operations teams to ensure program requirements are met without disrupting business operations

- Write clear documentation and present program status, risks, and trade-offs to senior leadership through business reviews

- Identify opportunities to simplify and automate processes, reducing manual effort and improving long-term scalability

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

- Experience working cross functionally with tech and non-tech teams

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

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 - 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

Similar Jobs

More Jobs at Amazon

More Consumer Technology Jobs

Find similar Senior Program Manager, Amazon Customer Service jobs: