The Customer Service (CS) Amazon Customer Excellence Systems (ACES) Methodology, Products, and Systems (AMPS) team is seeking a Program Manager to create scalable continuous improvement tools and methodologies that improve and innovate on behalf of the customer. In this role, you will support initiatives in CS AMPS that will focus on critical ACES and operational programs. You will be part of a worldwide team that will be working to elevate the continuous improvement capability of CS, provide standard work within our own ACES processes globally, continuously improve ACES tools through simplification, and work to ensure our ACES teams are masters at the ACES tools (both teaching and using). You will be challenged with supporting the development of content that supports these initiatives. You are comfortable in a fast-paced multi-tasked environment. An expert collaborator, you are comfortable negotiating with key business partners and ACES teams across the region to gain alignment on program vision and initiatives, define ‘Best Practice’ work standards, and develop a Deployment Plan with robust metrics to monitor successful adoption.
Key job responsibilities
– Support AMPS team in development, deployment and testing of products
– Ability to prioritize in complex, fast-paced environment
– Participate in the development and refinement of AMPS products
– Ability to be a link between technical requirements and continuous improvement techniques
– Manage and update products and product databases
– Ability to turn concepts into working products
– Maintain and update AMPS products
We are open to hiring candidates to work out of one of the following locations:
Arlington, VA, USA | Nashville, TN, USA | Seattle, WA, USA
BASIC QUALIFICATIONS
– 3+ years of program or project management experience
– Experience using data and metrics to determine and drive improvements
– Experience working cross functionally with tech and non-tech teams
– Working understanding of technology solutions (React, CSS, HTML, APIs, Database storage, etc.)
PREFERRED QUALIFICATIONS
– 3+ years of driving end to end delivery, and communicating results to senior leadership experience
– 3+ years of driving process improvements experience
– Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
– Experience building processes, project management, and schedules
– Expertise in programming languages – Python, Ruby, React, Javascript, Back-end Operations, etc
– Understanding of AI, LLM, and ML. Alexa skills applications and uses
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 $59,300/year in our lowest geographic market up to $142,800/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.