$92500 - $185000 Year
Monday to Friday
Morning shift
Day shift
Evening shift
Night shift
Health insurance
Paid time off
Employee discount
Dental insurance
Vision insurance
401(k)
401(k) matching
Flexible schedule
Parental Leave
Tuition reimbursement
Flexible spending account
Retirement plan
Others
Amazon’s Digital, Device and Alexa Support (D2AS) organization is seeking a Program Manager to join the D2AS Device & Digital Command Center (D2C2) team. The D2AS D2C2 team works on mitigating widespread customer-impacting issues through real-time crisis management and partners with multiple stakeholders to provide timely resolution for customers. Our approach to problems is entrepreneurial -- you will be challenged to invent, create and solve challenging problems as well as wear many hats and collaborate in an environment that’s more startup than big company. You will need a strong ability to troubleshoot and triage processes and partner with stakeholders to come up with simple solutions. Your primary goal will be to eliminate customer friction and help automate tools or create self-service options for customers to receive support with technical issues. Successful candidates will be strong leaders who can prioritize well, communicate clearly, and have a consistent track record of partnering with engineers and leading teams that deliver results. This role will partner with several internal Amazon teams to build out infrastructure, create new processes and metrics, and share best practices with similar teams across the company. You will monitor the health and maintenance of these programs and create positive friction to ensure these processes are adhered to as a global standard. You will drive the creation and execution of strategies across teams, change management processes that impact the larger organization, and implement strong project management methodologies and approach to executing these deliverables. Communication is especially important, as team members are expected to summarize complex issues and clearly describe actions and solutions to leaders.
Key job responsibilities
• You manage complex initiatives, delivering critical solutions, significant improvements, new mechanisms, or deprecating processes that are no longer needed. These efforts require you to work with multiple teams in and/or across organizations. You are accountable for the overall strategy & execution of a large program. Your program meets challenging business goals and/or shows measurable improvements in your customer’s experience, business or employee efficiency or execution, compliance adherence, financial or other metrics, etc.
• You understand the interdependencies of the business problems you help solve (e.g., aligned workflows, customer requirements, process limitations, legal or compliance requirements).You influence team priorities and business strategy through data-driven contributions. You are able to make a case for project priorities, resources to work on the project, budget, travel, etc. allocation, and/or appropriate program adoption, to achieve a desired business outcome, resolve a deficiency, or unblock delivery.
• You communicate ideas effectively, verbally and in writing, to a wide range of audiences including senior leaders. You partner successfully with customers, stakeholders, and engineering teams.
• You define clear goals and objectives. You proactively identify risks and bring them to the attention of your team and stakeholders with plans for mitigation before they become roadblocks.
A day in the life
As the Program Manager for D2C2 team, you will engage with multiple stakeholders from product, program and business teams and build trust and partnership on key areas. This includes building and maintaining new processes, influencing partner teams on the best way to identify and detect issues, and identifying the best tools, systems, and controls to measure the health of the program. This role will advise senior leadership on emerging trends and partner with technology to create new mechanisms to protect customers and meet Amazon’s high standards for customer satisfaction.
About the team
This team is part of the Customer Trust organization. Customer Trust is a collection of back-office teams that identify and resolve the most egregious customer issues. The team is a group of collaborative, supportive, and positive people who work with each other to push the boundaries of what we can do on behalf of our customers. We leave our egos at the door, positively challenge ideas in a healthy way, and focus on the best way to enhance the customer experience and support a happy and healthy environment for ourselves and our employees.
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
- 5+ 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
- PMP certificate
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.
Communication
Leadership
Teamwork
Interpersonal
Learning/adaptability
Self-management
Organizational
Computer
Problem solving
Open mindedness
Strong work ethic
technology
Others
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
Business administration
On going position
In-person