Senior Program Manager, Amazon Customer Service

Key job responsibilities

• Own program workstreams end-to-end, driving cross-organizational coordination to deliver outcomes at scale
• Coordinate with teams across multiple organizations to document requirements, secure commitments, and drive accountability with clear timelines
• Plan, sequence, and execute large-scale operational changes safely with appropriate communication and rollback plans
• Develop and maintain frameworks that ensure compliance with organizational standards and policies
• Manage cross-functional communications to ensure all affected stakeholders are informed, aligned, and prepared for changes
• Establish processes, tools, and tracking mechanisms to monitor program progress, identify risks, and report status to leadership
• Lead the resolution of escalations and exceptions, balancing business requirements with operational continuity
• Drive stakeholder alignment across Product, Technology, and Operations teams to ensure program requirements are met without disrupting business operations
• Write clear documentation and present program status, risks, and trade-offs to senior leadership through business reviews
• Identify opportunities to simplify and automate processes, reducing manual effort and improving long-term scalability

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
• Experience working cross functionally with tech and non-tech teams

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
• Knowledge of general AI tools