Principal Program Manager, Amazon Customer Service

About the role

This role will be a significant contributor to transforming Amazon's Customer Service through various projects and programs designed to simplify both the customer and associate experience. You will work across Service Delivery, Tech, Product, and Capacity Planning teams to formulate Amazon's strategic direction for the customer and associate experience, and then implement those changes. This role requires someone highly familiar with managing global change and earning the trust of global stakeholders.

Responsibilities

• Partner across tech, product, policy, capacity planning, Finance, HR, and other teams to formulate and implement Amazon's Customer Service strategic direction.
• Construct and implement global, complex change management plans.
• Become intimately familiar with the associate and customer experience to earn stakeholder trust.
• Draft communications and communication plans to facilitate change.
• Draft and present strategic proposals to stakeholders and leaders for discussion and approval.

About the team

Amazon Customer Service (CS) is a large and global organization, obsessed with taking care of our customers and delivering reliably fast, convenient, and helpful support when they need it. Whether customers interact with our self-serve solutions or CS Associates, we work hard to make sure they have a delightful experience with us, each and every time.

Requirements

• 7+ years of working cross-functionally with tech and non-tech teams.
• 7+ years of program or project management experience.
• 7+ years of managing, analyzing, and communicating results to senior leadership.
• Bachelor's degree.
• Experience implementing repeatable processes and driving automation or standardization.
• Experience defining program requirements and using data and metrics to determine improvements.
• 5+ years of change management experience.

Preferred Qualifications

• Experience delivering projects within scope, time, budget, and quality.
• PMP certification.
• MBA.
• Experience producing executive-level written materials and presenting to executive audiences.

Pay

USA, WA, Seattle - $137,600.00 - $186,200.00 USD annually. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location.

Benefits

• Health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance, and option for Supplemental life plans).
• Employee Assistance Program (EAP) and Mental Health Support.
• Medical Advice Line.
• Flexible Spending Accounts.
• Adoption and Surrogacy Reimbursement coverage.
• 401(k) matching.
• Paid time off.
• Parental leave.

Learn more about our benefits at amazon.jobs/en/benefits.