Description

Amazon's Worldwide Customer Service organization is looking for a customer-obsessed Senior Program Manager to join the Strategy & Planning team, as part of our Customer Service Global Outsourcing organization.

In this role you will engage with business owners, vendor managers, key functional stakeholders and outsourcing partners to build and execute worldwide programs that drive governance, accountability and global standards across a variety of functional areas. This is a global role and key stakeholders include business owners, vendor managers, compliance and security teams, legal, finance, capacity planning and outsourcing partner executives and operations leaders.

Key job responsibilities

• Intake, scope, implement, manage and measure key global programs and strategic initiatives

• Develop and implement change strategies and communication along with the ability to focus at a detailed task level

• Develop and implement standards, mechanisms and systemic solutions that simplify complex processes and are highly scalable optimizing for customer experience, cost, and compliance aspects

• Effectively utilize project management skills to track actions, timelines, owners and status and identify, and mitigate risks

• Quickly understand project details, and communicate the status to different audiences, including executive reviews

• Negotiate successfully with stakeholders and external vendors; this includes supporting contract negotiations, management and administration

• Manage transitions by documenting, communicating, and coaching teams of leaders

• Demonstrate outstanding ownership, not shying away from rolling up your sleeves to get things done

A day in the life

Amazon offers a full range of benefits for you and eligible family members, including domestic partners and their children. Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment. The benefits that generally apply to regular, full-time employees include:

1. Medical, Dental, and Vision Coverage

2. Maternity and Parental Leave Options

3. Paid Time Off (PTO)

4. 401(k) Plan

If you are not sure that every qualification on the list above describes you exactly, we'd still love to hear from you! At Amazon, we value people with unique backgrounds, experiences, and skillsets. If you’re passionate about this role and want to make an impact on a global scale, please apply!

About the team

The Global Outsourcing Strategy & Planning (GO S&P) team leads high-visibility programs and strategic initiatives that build the foundation for long term growth and success of our extended organization - one of the largest outsourced Customer Service networks in the world.

We are open to hiring candidates to work out of one of the following locations:

Arlington, VA, USA | Austin, TX, USA | Bellevue, WA, USA | Nashville, TN, USA | Seattle, WA, USA

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 in a matrixed organization

• Experience in a leadership role in the Customer Service or Business Process Outsourcing industry

Preferred Qualifications

• Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field

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

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $92,500/year in our lowest geographic market up to $185,000/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. Applicants should apply via our internal or external career site.