COMPLETE Principal Program Manager, Customer Service by Amazon - Seattle

Job Description

Amazon’s mission is to be ‘Earth’s most customer-centric company’, and our award-winning Customer Service (CS) team is an essential part of that mission. Amazon CS is one of the largest customer service organizations in the world. Our tens of thousands of Customer Service Associates around the globe provide world-class support to customers 24 hours a day, 7 days a week, and in over 20 languages (and growing).

We are seeking an experienced Principal Program Manager for one of our fastest growing new programs, Customer Service by Amazon (CSBA). The successful candidate will have experience leading complex strategic initiatives across global programs with cross-functional stakeholders. They will have a deep understanding and perspective on customer service strategy and lead the design of policies that will continue to deliver world-class experience for Amazon customers. They will thrive in tackling ambiguous strategic challenges, use data and customer insights to inform decision-making, and have proven experience in designing, implementing and delivering successful customer experience programs and strategies.

The ideal candidate for this job should be a self-starter who thrives in dynamic and fast-paced environments. They should be able to work efficiently and effectively under pressure, taking initiative to prioritize tasks and manage their own workload. Additionally, they should possess strong organizational skills, able to create order out of chaos and anticipate the needs of customers. The successful candidate will play a key role in ensuring that our customers (Buyers, Customer Service Associates, and Sellers) receive the highest level of service. Excellent written and verbal communication skills are essential.

We are open to hiring candidates to work out of one of the following locations:

Seattle, WA, USA

Basic Qualifications:

- 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
- 7+ years of working cross functionally across several teams experience
- Bachelor's degree
- Experience implementing repeatable processes and driving automation or standardization
- Experience defining program requirements and using data and metrics to determine improvements
- Experience defining and executing program requirements
- Experience owning program strategy and end to end delivery

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. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $111,100/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. Applicants should apply via our internal or external career site.