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Senior Program Manager, Technical Care Programs, Device, Digital and Alexa Support
Amazon
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Austin, TX, USA
Posted on Jul 18, 2024
DESCRIPTION
Are you someone who cares about customer experience, and wants to be involved in delivering innovative support experiences for customers and employees who support Amazon’s devices and digital products? Do you believe the that developing the our technical expertise within D2AS is being Customer Obsessesd? Then we're looking for you!
We are seeking an experienced Senior Program Manager, Technical Care Programs, to join the Device, Digital and Alexa Support (D2AS) Team. You will be responsible for driving high-visibility programs that cultivate employee engagement by growing employee skills to deliver technical expertise globally. You will own and execute complex projects and programs, and will be seen as a thought leader and innovator within the organization.
Key job responsibilities
• Manage full lifecycle of complex cross-functional programs with considerable impact across multiple organizations
• Development of the overall program strategy, tactically driving teams in and outside of your organization to deliver
• Define the program (mission, vision, tenets), set objectives, analyze data and drive improvements that are quantified with metrics
• Work autonomously in an ambiguous environment, seeking to understand business problems, automation limitations, scaling factors, boundary conditions and reasons behind leadership decisions
• Oversee gaps between teams, processes and systems, helping teams reduce exposure to classic failure modes (e.g., requirements not sufficiently understood or documented, ineffective cross-team collaboration, long-term impact(s) from third-party solutions, security not considered, insufficient stakeholder review, etc.)
• Solve ambiguous problems and proactively identify and mitigate risks (before they become roadblocks)
• Work with program managers, business leaders and executive team to communicate and impact critical business initiatives
• Develop, implement, and govern KPI reporting for a portfolio of programs, providing visibility to the milestones, and performance across all projects
• Engage other Amazon business units globally to share best practices and improve end to end outcomes for Amazon customers
• Roll up your sleeves and do whatever is necessary; general manager / owner mentality
A day in the life
You will work closely with senior leaders across cross-functional stakeholder teams within Amazon to drive collaboration and influence them to prioritize projects, meet objects and adhere to business plans towards shared objectives.
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!
Benefits Summary:
Amazon offers a full range of benefits that support 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
About the team
Our Inclusive team culture values effective communication across teams and levels, while harmonizing the needs of internal and external customers. Your relentless focus on elevating the customer experience will be your guiding principle. Adaptability and prioritization in a dynamic business environment are key attributes. Embracing a goal-oriented, collaborative approach, our team is committed to delivering results.
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
- Bachelor's degree
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
- Experience working cross functionally with tech and non-tech teams
- Background in Customer Service operations
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 $104,100/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. This position will remain posted until filled. Applicants should apply via our internal or external career site.
This job is no longer accepting applications
See open jobs at Amazon.See open jobs similar to "Senior Program Manager, Technical Care Programs, Device, Digital and Alexa Support" WCT-FCT.