Amazon's Customer Service (CS) department has various opportunities for individuals who would like to develop a career as a Manager - Program Management. Japan (JP) CS Programs include company-wide programs and CS specific programs which impact customer experience. This role will support Amazon’s Customer Service Mission Statement ("timely, accurate, and professional") by using operational expertise to improve and preserve the highest standards of quality and service, in addition to driving success through proven leadership skills.

Manager - Program Management, CS, role delivers a more consistent and cohesive experience for customers through customer-facing and Associate-facing content solutions. The role engages across all touch points globally through human-centered design approach, unify the customer communication experience to improve perceptions, and raises the bar on the foundational, shared elements of design across all touch points.

• Build scalable strategies for an intuitive communication and self-solution for Amazon customers and CS Associates. Continuously lead improvement of CS content and self-service experiences through evidence and data, focusing to eliminate the gap between customer needs and the Amazon experience.
• Lead a team of Program Managers, Content Developers and UX Designers to successfully implement CX improvement goals, both JP specific and global.
• Maintain and drive improvements in customer-facing content (text-based Help pages, multimedia animations, self-help videos, etc.), to drive self-service adoption and improve overall Customer Experience (CX).
• Build and implement initiatives that drive improvements in CS Associate facing content, reduce CSA dependency on multiple resources for issue resolution, and enable faster and accurate resolution of issues.
• Strengthen global partnership network to negotiate with content and publishing technology stakeholders across different content groups within Amazon to develop the information architecture framework based on UX insights and test results. Influence multiple teams at the product and initiative level and build consensus actively.
• Leverage the User Interface (UI)/ User Experience (UX) capability and learning from partner teams like Marketing, Branding etc. to devise a strategy for self-service products and contents, continuing to propagate best practices from JP.

Key job responsibilities
- Manage JP Content Experience (ConEx) and Content Delivery (CD) teams, and support the global CS content strategy organization to develop experimentation and improvement processes.
- You manage and coach PMs, Content Developers, and UX designers to work on and successfully deliver complex problem areas and/or identify opportunities for additional research in existing or new business initiatives.
- Extract identified customer needs from large, diverse data sets (e.g., survey, qualitative interviews, etc.) to provide inputs that solve complex customer defect and concerning problems. Display good judgment when making trade-offs between experimental rigor and the need to quickly derive actionable insights that reduce project and/or product risk.
- Be sought out by stakeholders, peers and senior leaders for your expertise and point of view.
- Identify CX problems related to product content quality proactively, and ensure they are addressed in timely manner.
- Influence business strategy by taking ownership of ambiguous business problems and identifying new opportunities for research that can influence global content strategy.
- Apply a variety of strategies to drive effective conversations though data-driven contributions that impact product roadmap(s) and business goals.
- Find the best way forward and influence others to build consensus confronted with discordant views, and know how and when to escalate without damaging relationships.
- Stay up-to-date on the latest trends and best practices in interactive content design to drive continuous improvement of content from both customers and associates.