Sr Program Manager, CX, Amazon Business Customer Service - Amazon

Description At Amazon, we're working to be the most customer-centric company on earth. To get there, we need exceptionally talented, bright, and driven people. We are looking for a senior, high-octane program manager, with strong analytical capabilities to join our WW ABCS Customer Experience team as Sr Program Manager, CX. Key job responsibilities As a Senior Program Manager in CX, you will manage programs centered on improving customer experience by reducing issues that lead to poor experience by leading programs with quantifiable downstream impact. This role requires high judgment, strategic thinking and an ability to drive decisions by balancing customer experience with financial objectives. It will also involve partnering with leaders and teams across business, financial, and technical teams within Amazon to deliver on Director and VP level goals. In this role, you will handle a wide range of responsibilities, including: 1. Ownership of strategy, roadmap and maintenance of Standard Issue Codes (SIC), use analytics to connect contact classification to operational outputs 2. Build mechanisms that continuously improve the accuracy of contact classification through automation 3. Partner with concessions STL to build a cohesive strategy for SICs, work categories and concession reason codes 4. Be the Single Threaded Leader (STL) for the Transfer Reduction Program by identifying customer demand signal and matching it to appropriate resolution teams 5. Partner with local/global stakeholders to define, manage and execute projects, negotiate priorities and be the custodian of customer experience for products and services across business / finance / technical teams within Amazon Business A day in the life 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! 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 About the team Amazon Business is one of Amazon's fastest growing businesses, focused on enabling business customers to research, discover and buy business, industrial and scientific products in large catalogs. Our customers include individual professionals, businesses and institutions that buy products in individual or bulk quantities to run their business smoothly. Business customers have different and more complex needs than the traditional Amazon customer base. 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 - Experience working cross functionally with tech and non-tech teams - Knowledge of Excel at an intermediate level (e.g., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, etc.) - Bachelor's degree 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 - 2+ years of leading large complex programs experience 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 $104,100/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. This position will remain posted until filled. Applicants should apply via our internal or external career site.