Sr. Program Manager

Job ID: 957101 | Services, Inc.


The Customer Service Worldwide Defect Elimination (WWDE) organization drives Amazon towards a defect-free customer experience by building technology that rapidly identifies defects, associates them with the information required to resolve the root cause, and prioritizes the multitude of improvement opportunities based on business and customer needs. To continue expanding our defect elimination program, WWDE is seeking a passionate, results-oriented, Sr. Program Manager.

The Sr. Program Manager will own developing relationships with teams throughout the consumer business, including, but not limited to, retail and transportation. They will then work with these business teams and our data science team to identify, surface, and drive customer experience improvements. Leveraging joint goals, WBR call outs, and MBRs, the Sr. Program Manager will ensure the right level of visibility and accountability to drive the elimination of customer experience defects.

This position requires a candidate who has proven leadership ability, thrives on ambiguity, and is a self-starter. This leader must influence, motivate and lead others to meet the challenges in a highly customer-centric environment.

The successful candidate will:
· Thrive on technology and data
· Efficiently deliver effective customer experience improvements
· Create, manage, and deliver on complex program management plans
· Be solutions focused and comfortable working in an ambiguous environment which demands strong deliverables
· Anticipate bottlenecks, assess risks, mitigate issues, provide escalation management, anticipate and make tradeoffs, and balance the business needs versus technical constraints
· Have strong analytical skills and be comfortable working with data to manage a program and influence business decisions
· Provide the right metrics to measure process quality and productivity, providing meaningful feedback to the technology and business teams
· Present to leadership on project selection, scope, definition, and performance to ensure alignment with business strategy
· Perform other duties as assigned
Amazon is an Equal Opportunity Employer – Minority / Women / Disability / Veteran / Gender Identity / Sexual Orientation / Age


· Bachelor’s Degree required. Technical (Math, Engineering, Computer Science) focus preferred
· 3+ years of program management experience
· Experience building a program from scratch that will scale with the business
· Decisive, confident, and experienced with influencing others
· Ability to handle changing priorities and use good judgment when working in stressful situations
· Facilitation experience at all levels of the organization and to audiences of all sizes
· Strong sense of urgency and personal commitment
· Quantitative analytical abilities, experience with “big data”


· 5+ years of leadership experience in program management
· Experience communicating goals and strategies across multiple leadership levels of an organization
· Applied knowledge of measurement, statistics and program evaluation