Prinicipal Program Manager, Amazon Customer Service
Apply NowCompany: Amazon
Location: Seattle, WA 98115
Description:
We are seeking an experienced Principal Program Manager to join the Worldwide Defect Elimination (WWDE) team within the larger Stores - Customer Service (CS) organization.
The role will focus on identifying and quantifying emerging defect trends as well as deep dive and understand the associated customer experience. The role will support partner teams with root cause analyses, develop insightful outlier metrics, and scalable mechanisms that highlight failure points. In this 'hands on' role, the program leader will directly contribute to developing and executing a roadmap to eliminate these defects in partnership with the root cause owning teams. Additionally, the role will identify and help facilitate anecdote reviews with CS leadership and partner teams, identify scalable learning, and lead follow up actions to address the drivers of customer facing defects.
The role will specifically focus on reducing customer returns and concessions. Good candidates for this role are individuals who are comfortable with ambiguity and demonstrate a strength in finding, analyzing, and creating their own data driven roadmaps.
Key job responsibilities
- Advocate on behalf of our customers and Champion Defect Elimination within and outside the CS Org.
- Execute on a defect elimination roadmap, improve concession policies and build mechanisms to inspect customer impacting defect trends.
- Proactively identify opportunities for innovation and invention, pilot the best ideas, and then implement broadly if proven to be advantageous.
- Collaborate with operational, product, finance, and business intelligence (BI) teams to identify, define and specify solutions.
- Establish collaborative relationships with business teams to build roadmaps.
- Be a visible and vocal role model across the wider business for Amazon's customer-centric culture.
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 objectives, 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!
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
The WWDE team owns creating goals for defect reduction, improving, and delivering results for the various aspects of the customer journey. We act as a central point of contact with different partners, and key stakeholders. We coordinate with WW teams, and finance to ensure defect reduction improvement project implementation timelines, drive adherence to key milestones, and triage any blockers that arise.
BASIC QUALIFICATIONS
- Bachelor's degree
- 7+ years of working cross functionally with tech and non-tech teams experience
- 7+ years of program or project management experience
- 7+ years of managing, analyzing and communicating results to senior leadership experience
- Experience implementing repeatable processes and driving automation or standardization
- Experience defining program requirements and using data and metrics to determine improvements
PREFERRED QUALIFICATIONS
- Experience delivering projects within scope, time, budget and quality
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 $124,900/year in our lowest geographic market up to $206,500/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.
The role will focus on identifying and quantifying emerging defect trends as well as deep dive and understand the associated customer experience. The role will support partner teams with root cause analyses, develop insightful outlier metrics, and scalable mechanisms that highlight failure points. In this 'hands on' role, the program leader will directly contribute to developing and executing a roadmap to eliminate these defects in partnership with the root cause owning teams. Additionally, the role will identify and help facilitate anecdote reviews with CS leadership and partner teams, identify scalable learning, and lead follow up actions to address the drivers of customer facing defects.
The role will specifically focus on reducing customer returns and concessions. Good candidates for this role are individuals who are comfortable with ambiguity and demonstrate a strength in finding, analyzing, and creating their own data driven roadmaps.
Key job responsibilities
- Advocate on behalf of our customers and Champion Defect Elimination within and outside the CS Org.
- Execute on a defect elimination roadmap, improve concession policies and build mechanisms to inspect customer impacting defect trends.
- Proactively identify opportunities for innovation and invention, pilot the best ideas, and then implement broadly if proven to be advantageous.
- Collaborate with operational, product, finance, and business intelligence (BI) teams to identify, define and specify solutions.
- Establish collaborative relationships with business teams to build roadmaps.
- Be a visible and vocal role model across the wider business for Amazon's customer-centric culture.
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 objectives, 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!
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
The WWDE team owns creating goals for defect reduction, improving, and delivering results for the various aspects of the customer journey. We act as a central point of contact with different partners, and key stakeholders. We coordinate with WW teams, and finance to ensure defect reduction improvement project implementation timelines, drive adherence to key milestones, and triage any blockers that arise.
BASIC QUALIFICATIONS
- Bachelor's degree
- 7+ years of working cross functionally with tech and non-tech teams experience
- 7+ years of program or project management experience
- 7+ years of managing, analyzing and communicating results to senior leadership experience
- Experience implementing repeatable processes and driving automation or standardization
- Experience defining program requirements and using data and metrics to determine improvements
PREFERRED QUALIFICATIONS
- Experience delivering projects within scope, time, budget and quality
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 $124,900/year in our lowest geographic market up to $206,500/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.