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DESCRIPTION

Amazon Customer Service Business is looking for a results-driven Sr. Program Manager to join the customer experience (CX) team, with a focus on Premium Servicing for business customers. In this role, you will be responsible for analyzing and resolving complex premium service-related customer issues while identifying process improvements and operational efficiencies across multiple regions.

You will spearhead program launches for North America (NA) region while maintaining global program excellence. Working closely with teams like Sales, Preserve, Product, and Operations, you'll focus on CS strategy to raise the CX bar for the largest customers in Amazon Business. This role requires strong understanding of both global and North American premium service landscapes, customer service level agreements, and customer needs. The ideal candidate will bring experience in managing complex, multi-region programs and demonstrate ability to navigate both global and North American business requirements while maintaining consistent customer experience standards.

Key job responsibilities
- Drive end-to-end strategy and operational readiness for Premium Services, including process design and implementation
- Design, execute, and analyze A/B tests and pilot programs to evaluate new premium service treatments and experiences, using data-driven insights to scale successful initiatives and optimize customer outcomes
- Transform manual premium service processes to automated solutions for North American business customers
- Establish and optimize SOPs for business operations, focusing on both standard and enterprise premium support systems
- Lead investigation and resolution of high-severity premium service issues in collaboration with resolver teams
- Conduct deep-dive analyses of key defects, delivering actionable insights and solutions
- Maintain comprehensive tracking of Premium Service defects across North American markets
- Partner with technical and non-technical teams to develop and implement solutions
- Own operational KPI tracking and defect reporting
- Present strategic updates to Senior Leadership across Customer Service and Premium Service organizations in WBRs, MBRs, and QBRs
- Drive continuous improvement through data-driven insights and recommendations

A day in the life
We thrive on solving challenging problems to innovate for our customers. By pushing the boundaries of technology, we create unparalleled experiences that enable us to rapidly adapt in a dynamic environment.
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