Sr Program Manager, Global Media & Entertainment, Device, Digital and Alexa Support (D2AS) Global M - Amazon

Description Amazon's Device, Digital & Alexa CS (D2AS) customer service (CS) organization is seeking an experienced Senior Program Manager to join the Global Media & Entertainment (GME) group. You will be a key member of the Music, Games & Books team, which is responsible for driving high-visibility, global customer experience programs that directly impact customers and the service they experience every day. You will own and execute sometimes complex projects and programs working across product categories, and will be seen as a thought leader and innovator. The role focuses on supporting and elevating D2AS support of GME customers worldwide, helping us innovate, organize and grow alongside businesses Like Amazon Music, Amazon Games, and Kindle. This role can be based in San Francisco (CA, US), Seattle (WA, US), or Austin (TX, US), but candidates in Nashville (TN, US) and international marketplaces will be considered. We are looking for a candidate with a strong record of owning and executing strategic, cross-functional projects, collaborating across customer experience teams and customer-facing programs, and with diverse functional partners. The ideal candidate is capable of diving deep, but maintains a strategic mindset, shows bias for action with a little bit of seeing around corners to ensure projects are set up for success, and earns trust through stakeholder engagement and delivery. Key job responsibilities - Own complex customer and employee experience programs and initiatives shared across GME businesses, and other business partners. - Work with D2AS and WWCS partner teams to drive timely, efficient and effective GME engagement with their projects and initiatives. - Develop new customer experience mechanisms, eg. journey mapping, walk-the-store, research reviews, that elevate customer obsession and drive improvements in their experience - Maintain the GME operating system, including business reviews, annual planning, and team mechanisms like calendar/schedule, roadmaps, and shared resources, eg. wiki, file sharing etc. - Ideate and drive strategic change across the broader D2AS team in delivery of customer experience. A day in the life In this role, you could find yourself starting the day meeting with a D2AS colleague in product management to understand their roadmap for GME support experiences, or providing a brief on next quarter's GME product launches to our Operations partners. Next as a member of the D2AS GME LT, you would attend our weekly meeting to coordinate upcoming deliverables and identify opportunities to invent and simplify across STL teams. In the afternoon, you'll check in with an STL colleague to walk through a VOC template and mechanism you've created, before writing an update summarizing progress, learning and next steps on several projects with retention goals across the team. 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 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. Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company's reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. 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.