Principal Program Manager, Amazon Customer Service

This role will be a significant contributor to transforming Amazon's Customer Service through various projects and programs designed to simplify both the customer and associate experience. You will work across our Service Delivery, Tech, Product and Capacity Planning teams to formulate Amazon's strategic direction for the customer and associate experience, and then implement those changes. This role will require someone highly familiar with managing global change and earning the trust of their global stakeholders.

Key job responsibilities
- Communication and collaboration is key. You will partner across tech, product, policy, capacity planning, Finance, HR, etc.. to formulate and implement Amazon's CS strategic direction
- Construct and implement global, complex change management plans
- Become intimately familiar with the associate and customer experience to earn stakeholder trust
- Draft communications and communication plans to faciliate said change
- Draft and present strategic proposals to stakeholders and leaders for discussion and approval

About the team
Amazon Customer Service (CS) is a large and global organization, obsessed with taking care of our customers and delivering reliably fast, convenient, and helpful support when they need it. Whether customers interact with our self-serve solutions or CS Associates, we work hard to make sure they have a delightful experience with us, each and every time.

Basic Qualifications

- 7+ years of working cross functionally with tech and non-tech teams experience
- 7+ years of program or project management experience
- 7+ years of managing, analyzing and communicating results to senior leadership experience
- Bachelor's degree
- Experience implementing repeatable processes and driving automation or standardization
- Experience defining program requirements and using data and metrics to determine improvements
- 5+ years of change management experience

Preferred Qualifications

- Experience delivering projects within scope, time, budget and quality
- PMP certificate
- MBA
- Experience producing executive-level written materials and presenting to executive audiences

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, 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.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.

USA, WA, Seattle - 137,600.00 - 186,200.00 USD annually