Amazon Business is one of Amazon’s fastest growing new initiatives, providing business customers with the pricing, selection and convenience of Amazon, with features and benefits designed for businesses of all sizes. We are obsessed with our customers and in Amazon Customer Service (CS), we make their experience delightful. We identify and drive business-centric solutions by solving complex technical problems with ingenuity and simplicity, always seeking automation. We’re making history and the good news is that we’ve only just begun.

The CS Business team is responsible for supporting individual professionals, businesses and institutions that buy products in small quantities or bulk to run their business smoothly. We are looking for a Sr. Program Manager to join the Technology & Product Experience team within CS Business. In this role you will coordinate and track progress on human assisted projects, working closely with global and regional leaders ensuring successful implementation. You will deliver program updates to senior management in written and verbal formats. You must be able to succeed in an entrepreneurial environment, and be able to cut through ambiguity and set priorities.

This means you are not only able to develop and drive high-level critical initiatives, but can also roll up your sleeves, dig in and get the job done. You will partner with product management, operations, and other technical teams internally and externally across Amazon Business and CS Business to achieve your goals and initiatives.

The ideal candidate for this position will possess deep knowledge and expertise in program management and supporting mechanisms, and is expected to develop a broad understanding of business and operations across the organization. As well as excellent organization skills, you will need to be comfortable working with raw data sources to establish clear insight. The ideal candidate sees around corners, is biased for action to ensure the team is set up for success in achieving our goals, and earns trust through broad stakeholder engagement and influence. The Sr. Program Manager will play a critical role in the business planning process and will get exposure to senior leadership across the broader CS Business organization.


Key job responsibilities
- Lead Customer Service agent (CSA) experience programs and projects, managing all aspects of stakeholder engagement and deliverables from inception to launch and through sustainment, and the overall program’s strategy and roadmap.
- Define business requirements working with internal stakeholders.
- Define and execute the project plan from design to release, securing resources, and managing implementation.
- Clearly communicate goals, roles, responsibilities, and desired outcomes.
- Liaise with all departments to ensure relevant teams are engaged on time to support project deliverables. Support partner teams to refine processes and increase their efficiency.
- Make appropriate tradeoffs to optimize time-to-market in consultation with stakeholders.
- Manage multiple internal and external, cross functional and remote stakeholders.
- Develop change processes associated with program rollout and ongoing support.
- Track delivery against program objectives and implement proposals to improve programs/services and efficiencies.
- Scale existing programs to expand coverage to additional marketplaces.


About the team
We thrive on solving challenging problems to innovate for our customers. By pushing the boundaries of technology, we create unparalleled experiences that enable us to rapidly adapt in a dynamic environment.
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!
Benefits Summary:
“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”