**Senior Program Manager, Self-Service and Automation, Customer Experience Transformation**

Are you a seasoned program management professional with a passion for delivering innovative customer experiences? Do you thrive in fast-paced environments where no two days are the same? If so, we invite you to join our Customer Engagement Technology (CET) Team at Amazon as a Senior Program Manager, Self-Service and Automation, Customer Experience Transformation. **About Us** Amazon is a global leader in e-commerce, cloud computing, and digital media. Our Customer Engagement Technology (CET) Team is responsible for designing and delivering innovative customer experiences that exceed our customers' expectations. We are a dynamic and collaborative team that values creativity, innovation, and customer obsession. As a Senior Program Manager, you will play a critical role in shaping the future of customer experience at Amazon. **Job Summary** We are seeking an experienced Senior Program Manager to lead high-visibility programs that directly impact the customer experience globally. You will be responsible for driving complex projects and programs from conception to launch, managing stakeholder engagement, and delivering business and systems requirements. If you have a proven track record of delivering innovative solutions, a collaborative work style, and an unparalleled work ethic, we encourage you to apply. **Key Responsibilities** As a Senior Program Manager, Self-Service and Automation, Customer Experience Transformation, you will be responsible for: - **Program Ownership**: Be a singular owner of the program, managing all aspects of stakeholder engagement and deliverables from inception to launch, as well as the overall program's strategy and roadmap. - **Requirements Definition**: Define business and systems requirements working with internal and external customers to ensure that solutions meet their needs and expectations. - **Project Planning**: Define and execute the project plan from design to release, securing resources, and managing implementation to ensure timely and successful delivery. - **Communication**: Clearly communicate goals, roles, responsibilities, and desired outcomes to stakeholders, ensuring that everyone is aligned and working towards a common objective. - **Collaboration**: Liaise with all departments to ensure relevant areas are engaged in time to develop deliverables within their area to support project deliverables. Support partner teams to refine processes and increase efficiency in line with program objectives. - **Tradeoff Management**: Make appropriate tradeoffs to optimize time-to-market in consultation with stakeholders, ensuring that program objectives are met while minimizing delays. - **Stakeholder Management**: Manage multiple internal and external, cross-functional and remote stakeholders to ensure that their needs are met and that they are engaged throughout the program. - **Change Management**: Develop change processes associated with program rollout and ongoing support to ensure a smooth transition and minimal disruption to business operations. - **Program Delivery**: Track delivery against program objectives and implement proposals to improve program services and efficiencies, ensuring that programs are delivered on time, within budget, and to the required quality standards. - **Scaling Programs**: Scale existing programs to expand coverage of existing services or programs to additional domestic and international locations, ensuring that programs are adapted to meet the needs of new markets and customers. - **Strategic Change**: Ideate and drive strategic change across the broader CET team, ensuring that programs and initiatives are aligned with the company's overall strategy and goals. **Essential Qualifications** - **Bachelor's Degree**: A bachelor's degree in a relevant field, such as business administration, computer science, or engineering. - **Program Management Experience**: A minimum of 8 years of experience in program management, with a proven track record of delivering complex projects and programs. - **Leadership Experience**: Experience in leading cross-functional teams, with a proven ability to motivate and inspire team members to achieve their best. - **Communication Skills**: Excellent communication and interpersonal skills, with the ability to communicate complex ideas and concepts to both technical and non-technical stakeholders. - **Analytical Skills**: Strong analytical and problem-solving skills, with the ability to analyze complex data and make informed decisions. - **Collaboration Skills**: Experience in collaborating with internal and external stakeholders, including customers, vendors, and partners. **Preferred Qualifications** - **Master's Degree**: A master's degree in a relevant field, such as business administration, computer science, or engineering. - **Certifications**: Certifications in program management, such as the Certified Associate in Project Management (CAPM) or the Project Management Professional (PMP) certification. - **Experience in Customer Experience**: Experience in customer experience, with a proven track record of delivering innovative solutions that meet customer needs and expectations. - **Experience in Self-Service and Automation**: Experience in self-service and automation, with a proven ability to design and deliver solutions that improve customer experience and reduce costs. **Skills and Competencies** - **Program Management**: Strong program management skills, with the ability to manage complex projects and programs from conception to launch. - **Leadership**: Strong leadership skills, with the ability to motivate and inspire team members to achieve their best. - **Communication**: Excellent communication and interpersonal skills, with the ability to communicate complex ideas and concepts to both technical and non-technical stakeholders. - **Analytical**: Strong analytical and problem-solving skills, with the ability to analyze complex data and make informed decisions. - **Collaboration**: Experience in collaborating with internal and external stakeholders, including customers, vendors, and partners. - **Innovation**: A proven ability to think creatively and develop innovative solutions that meet customer needs and expectations. - **Customer Focus**: A customer-focused mindset, with a proven ability to design and deliver solutions that meet customer needs and expectations. **Career Growth Opportunities and Learning Benefits** As a Senior Program Manager, Self-Service and Automation, Customer Experience Transformation, you will have the opportunity to: - **Develop Your Skills**: Develop your skills and expertise in program management, leadership, communication, and innovation. - **Take on New Challenges**: Take on new challenges and responsibilities, including leading cross-functional teams and managing complex projects and programs. - **Collaborate with Colleagues**: Collaborate with colleagues across the company, including customers, vendors, and partners. - **Learn from Others**: Learn from others, including customers, vendors, and partners, to develop new ideas and solutions. - **Grow Your Career**: Grow your career at Amazon, with opportunities to move into leadership roles and take on new challenges and responsibilities. **Work Environment and Company Culture** Amazon is a dynamic and collaborative company that values creativity, innovation, and customer obsession. As a Senior Program Manager, Self-Service and Automation, Customer Experience Transformation, you will work in a fast-paced environment where no two days are the same. You will have the opportunity to collaborate with colleagues across the company, including customers, vendors, and partners, to develop innovative solutions that meet customer needs and expectations. **Compensation, Perks, and Benefits** Amazon offers a competitive compensation package, including: - **Salary**: A competitive salary based on experience and qualifications. - **Benefits**: A comprehensive benefits package, including health insurance, retirement savings, and paid time off. - **Perks**: A range of perks, including access to Amazon's innovative products and services, flexible work arrangements, and opportunities to develop your skills and expertise. **Conclusion** If you are a seasoned program management professional with a passion for delivering innovative customer experiences, we invite you to join our Customer Engagement Technology (CET) Team at Amazon as a Senior Program Manager, Self-Service and Automation, Customer Experience Transformation. We offer a dynamic and collaborative work environment, opportunities to develop your skills and expertise, and a competitive compensation package. Apply now to take on this exciting opportunity and join our team of innovators and customer experience experts. Apply for this job