Senior Program Manager, Amazon Customer Service

- 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
- Bachelor's degree
- 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.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

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.
Amazon Stores Customer Service (ASCS) Global Concessions team is seeking an experienced Senior Program Manager, Concessions. The successful candidate will have experience leading complex strategic initiatives across global programs with cross-functional stakeholders. They will have a deep understanding and perspective on customer service strategy and lead the design of concessions policies and look to drive cost improvements. They will also monitor customer experience for any critical changes and ensure continued delivery of world-class experience for Amazon customers. They will thrive in tackling ambiguous strategic challenges, use data and customer insights to inform decision-making, and have proven experience in designing, implementing and delivering successful customer experience programs and strategies.

Our work is broad and deep. No two days are the same (in a good way!). You will work closely with business stakeholders and technology teams across Amazon to develop scalable solutions for complex problems. You must be equally comfortable partnering with a business team and a technical team, be able to quickly adapt to ambiguous opportunities where you may need to flex and operate as a program manager one day, a product owner the next, and then as project leader to push a project to the finish line.

The ideal candidate for this job is a self-starter who thrives in dynamic and fast-paced cross-functional environments. They are able to work efficiently and effectively under pressure, taking initiative to prioritize tasks and manage their own workload. They have a strong bias toward data driven decision-making, and an innate ability to understand how metrics relate to business problems. Additionally, they possess strong organizational skills, ability to create order out of chaos and anticipate the needs of customers. The successful candidate will play a key role in ensuring that our customers receive the highest level of service. Excellent written and verbal communication skills are essential.

Key job responsibilities
Candidates core job responsibilities will be to drive Global alignment of Amazon post-return customer experience and concessions strategy, working with world-wide program and product teams on execution and goal line reporting.

A day in the life
- Lead and influence stakeholders to ensure timely completion of projects by meeting project milestones.
- Assess risks, anticipate bottlenecks, provide escalation management, make tradeoffs.

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:

Medical, Dental, and Vision Coverage
Maternity and Parental Leave Options
Paid Time Off (PTO)
401(k) Plan

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


About the team
WW CS Concessions owns creating goals for defect reduction, improving, and delivering results for the various aspects of the customer journey. We act as a central point of contact with different partners, and key stakeholders. We coordinate with WW teams, finance to ensure defect reduction improvement relation project implementation timelines, drive adherence to key milestones, and triage any blockers that arise.