Amazon

Sr. Escalation Manager, GFP, Global Fleet & Products

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

Qualifications

  • 5+ years of program or project management experience
  • Proficient in data and metrics analysis for performance improvement
  • Experience managing program strategy and end-to-end delivery
  • 2+ years of experience in driving process improvements (preferred)
  • Master's degree or MBA in a relevant field is a plus
  • Familiarity with general AI tools would be advantageous
  • Experience in workforce development program design and implementation.

Responsibilities

  • Create and implement policies and processes for managing high-priority issues
  • Guide program or product managers through issue resolution from start to finish
  • Analyze processes driving issues and collaborate on effective solutions
  • Facilitate feedback meetings with leadership to discuss issues and solutions
  • Regularly communicate program status updates to leadership
  • Collaborate with technology teams to enhance issue management tools
  • Influence cross-functional stakeholders and build consensus on priorities.

Benefits

  • Comprehensive health insurance (medical, dental, vision, prescription)
  • 401(k) matching to enhance retirement savings
  • Paid time off for vacation and personal needs
  • Parental leave to support family growth
  • Access to mental health and wellness support services
  • Flexible spending accounts for healthcare and dependent care
  • Adoption and surrogacy reimbursement options.
Full Job Description
Amazon is seeking a creative and efficient program manager to help Global Fleet and Products manage high-priority issues. This is a new role where the individual will build policies, processes, and standards to identify high-priority issues and ensure responses to these issues are high-quality and delivered timely. This individual will spend time inspecting program and product team processes and policies to understand the root of the customer issue. The individual will use that information to partner with the program and product teams to develop solutions that balance speed, quality, and cost. In parallel, the individual in this role will support program or product teams in developing and distributing responses to the delivery partners or Amazon leaders who reported the issue. The individual in this role will Insist on the Highest Standards and ensure solutions, and responses, meet or exceed the expectations of both our delivery partners and Global Fleet and Products leadership. The individual would thrive in ambiguity and be comfortable working cross-functionally to understand the both the big picture and the gritty detail. This person must be able to influence leadership, communicate ideas effectively (verbally and in writing), and build consensus among groups with competing priorities.

Key job responsibilities

Create and deploy high-priority issue management policies, processes, and standards
• Guide the responsible program or product managers through the issue process from start to finish
• Dive deep into the processes that are driving the issue and partner with program and product teams to develop solution(s)
• Facilitate meetings with Global Fleet and Products leadership to gather feedback on issue root cause, potential solutions, and customer responses
• Regularly report program status to Global Fleet and Products leadership

Work with technology teams to build/adjust tools to enable ideal future state issue management process

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, 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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