Senior Program Manager - Data Foundations, Customer Service
Apply NowCompany: Amazon
Location: Nashville, TN 37211
Description:
We are seeking Senior Program Manager - Data Foundations to lead complex data initiatives that transform how we support business customers. This role is critical in ensuring the availability of essential data that powers our self-service tools, contact routing platforms, and customer service associate applications. The ideal candidate will bridge the gap between technical teams and business stakeholders to enable data-driven customer service operations.
Key job responsibilities
Data Strategy & Technical Leadership
\tOwn and deliver the CS-Business Data Strategy in close partnership with CS-Business Analytics team
\tLead attribute delivery roadmap development and execution
\tEstablish and maintain data pipelines with relevant teams
\tWork closely with technical teams to design data-vending platforms
\tManage and coordinate software development activities. Attribute Management Program: Lead end-to-end
attribute management program:
\tIdentify and assess new attribute opportunities
\tPrioritize attribute delivery based on business entitlement
\tDevelop and maintain the Priority Attribute List (PAL)
\tDrive quarterly PAL reviews with stakeholders
\tProgram manage implementation across front-end products (CSALT, Carnac, AC3)
\tMonitor attribute performance and usage
\tIdentify optimization opportunities and recommend improvements
Analytics Partnership:
\tPartner with CS-Business Analytics to:
o\tBuild data models and develop insights
o\tDefine metrics and success criteria
o\tEstablish data governance standards
o\tDrive analytical improvements
\tProvide regular status updates to key stakeholders
\tIdentify and collaborate with product and data owners across the organization
About the team
The Technology and Product Experience (TPX) team develops and owns products that Customer Service-Business use to support Amazon Business (AB) Customers as they manage accounts and orders. As part of the Amazon Customer Service family, the TPX strategy aligns with the five CS priorities: (1) Strengthening our technical foundation, (2) Enhancing customer-facing experience, (3) Empowering our CSAs, (4) Eliminating defects and customer pain points, (5) Lowering our cost-to-serve. Our solutions encompass account monitoring, ingress, self-service & automated treatments, and Customer Service Associate (CSA) treatment. All require solid Data foundations.
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
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.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.
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.
Key job responsibilities
Data Strategy & Technical Leadership
\tOwn and deliver the CS-Business Data Strategy in close partnership with CS-Business Analytics team
\tLead attribute delivery roadmap development and execution
\tEstablish and maintain data pipelines with relevant teams
\tWork closely with technical teams to design data-vending platforms
\tManage and coordinate software development activities. Attribute Management Program: Lead end-to-end
attribute management program:
\tIdentify and assess new attribute opportunities
\tPrioritize attribute delivery based on business entitlement
\tDevelop and maintain the Priority Attribute List (PAL)
\tDrive quarterly PAL reviews with stakeholders
\tProgram manage implementation across front-end products (CSALT, Carnac, AC3)
\tMonitor attribute performance and usage
\tIdentify optimization opportunities and recommend improvements
Analytics Partnership:
\tPartner with CS-Business Analytics to:
o\tBuild data models and develop insights
o\tDefine metrics and success criteria
o\tEstablish data governance standards
o\tDrive analytical improvements
\tProvide regular status updates to key stakeholders
\tIdentify and collaborate with product and data owners across the organization
About the team
The Technology and Product Experience (TPX) team develops and owns products that Customer Service-Business use to support Amazon Business (AB) Customers as they manage accounts and orders. As part of the Amazon Customer Service family, the TPX strategy aligns with the five CS priorities: (1) Strengthening our technical foundation, (2) Enhancing customer-facing experience, (3) Empowering our CSAs, (4) Eliminating defects and customer pain points, (5) Lowering our cost-to-serve. Our solutions encompass account monitoring, ingress, self-service & automated treatments, and Customer Service Associate (CSA) treatment. All require solid Data foundations.
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
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.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.
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.