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Description

Within Amazon University Talent Acquisition (AUTA), the Experience (AUTA-X) team provides a best-in-class experience (onboarding, early career development programming, and offboarding) to engage and retain top diverse early career talent. AUTA-X is seeking a Program Manager to support the global Customer Experience Operations (Cx Operations) workstream. Cx Operations owns the day-to-day operations across the internship lifecycle globally from pre-Day One through offboarding. The team provides scaled support to our customers globally to enhance high touch experience for interns, managers and mentors. Key workstreams include Recruiter Dispatch case management, escalations, survey triggers, defect inspection, education mechanisms (live training, office hours), communications, Wiki, customer-facing Slack channels, and stakeholder management with partners and LOB customers.

A successful individual will have the ability to think strategically, act tactically, write effectively, and display strong analytical and critical thinking skills. The candidate must also be able to build strong cross-functional working relationships and demonstrate exceptional organizational skills and attention to detail. The ideal candidate will be fluent in Amazon’s mechanisms, operate effectively in an ambiguous environment, and have a demonstrated track record of managing multiple projects and driving them to completion. They will find opportunities to standardize and simplify across the team, step back to understand the broader context behind issues, and offer solutions. To be successful in this role you must be highly analytical, have a high level of customer focus, and a passion for process improvement.

Key job responsibilities
1. Strategy Development and Execution:
• Develop and implement strategy for global intern program operations related to Recruiter Dispatch case management, escalation framework, lifecycle communications, organization Wiki, live trainings, office hours, and resources across field and corporate programs.
• Drive global escalation processes to resolve escalations with all involved stakeholders (intern, manager, mentor, PXT, legal, PR, Recruiting, etc.) within SLA, impacting intern success and risk mitigation at scale.
• Develop and own global stakeholder management framework to support the global intern program.
• Gain operational efficiencies through AI-powered chatbots, ML, and AI-assisted content generation, while maintaining program quality.
• Measure, manage, and continuously improve global customer operations through self-reinforcing mechanisms (i.e., developing tools, driving adoption, and ensuring inspection, and iteration). Inspect and resolve defects.
2. Program Management:
• Oversee the end-to-end delivery of assigned projects and programs inclusive of defect management.
• Apply process design, optimization, root cause analysis, and defect prevention techniques to ensure quality delivery and continuous improvement.
• Design and implement scalable processes to support program growth and efficiency.
• Support insights for regular rhythm of business mechanisms including but not limited to 2x2’s, QBRs, and reflection documents.
3. Stakeholder Management:
• Build and maintain strong relationships with internal and external teams, including but not limited to Recruiting Business Partners, Recruiters, AUTA teams, PxT Champions, and Global Talent Solutions.
4. Innovation and Continuous Improvement:
• Identification of automation and efficiency opportunities leveraging AI to scale operational excellence.
• Propose and implement innovative solutions to enhance experience and program outcomes.
• Stay abreast of industry best practices and emerging trends in university programs.
5. Data Analytics and Reporting:
• Develop and maintain key performance indicators (KPIs).
• Conduct in-depth analysis of program metrics and provide actionable insights to stakeholders.
• Use data to understand operational challenges and create continuous improvement initiatives.
6. Other projects or tasks as assigned to support delivery of the global AUTA Experience programs.

A day in the life
This role requires ability to work across multiple time zones, including AMER, EMEA, APJC, and LATAM which may result in starting your day earlier or ending your working day later on a regular occurrence to support the global team.