Here at Amazon, we embrace our differences. We are committed to furthering our culture of diversity and inclusion of our teams within the organization.
How do you get items to customers quickly, cost-effectively, and-most importantly-safely, in less than an hour? And how do you do it in a way that can scale? Our teams of hundreds of scientists, engineers, aerospace professionals, and futurists have been working hard to do just that! We are delivering to customers, and are excited for what’s to come. Check out more information about Prime Air on the About Amazon blog (https://www.aboutamazon.com/news/transportation/amazon-prime-air-delivery-drone-reveal-photos).
If you are seeking an iterative environment where you can drive innovation, apply state-of-the-art technologies to solve real world delivery challenges, and provide benefits to customers, Prime Air is the place for you.
Come work on the Amazon Prime Air Team!
Prime Air is seeking an experienced Senior Program Manager to lead Customer Support for our Drone Operations organization. In this role, you will work with teams across Prime Air to create and execute customer support mechanisms that ensure we exceed the bar for our customers everyday. This role ruthlessly advocates for our customers, and goes above and beyond to resolve issues when they arise. You are responsible for all customer support reporting, KPIs, and mechanisms that report out on customer opeartional performance to a variety of stakeholders across the business, up to and including VPs.
You will continuously make appropriate trade-offs to manage risk, and will clearly communicate goals, roles & responsibilities, and desired outcomes to internal cross-functional and client project teams. You are responsible for driving improvements within our Flight Operations organization to align our teams around priorities, improve delivery/performance, and operational efficiencies.
This role may require weekend shifts and/or a flexible on-call work schedule.
Key job responsibilities
– Develop and drive customer support mechanisms for Drone Delivery.
– Lead a small team of customer support associates.
– Develop and maintain relationships with Business Partners, including finance, human resources, trade compliance, and legal.
– Work with other Program Managers and leaders across Safety, Operations, Regulatory, Manufacturing, Engineering, Product, and Business to lead, create, implement, and drive processes that improve execution and communication.
Export Control License
This position may require a deemed export control license for compliance with applicable laws and regulations. Placement is contingent on Amazon’s ability to apply for and obtain an export control license on your behalf.
We are open to hiring candidates to work out of one of the following locations:
Seattle, WA, USA
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
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
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 $92,500/year in our lowest geographic market up to $185,000/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.