Global Customer Care Programs Manager II

Amazon Inc.; Austin, Northern (TX, KY); Hybrid; USD 74,000 - 130,000; Full time

Benefits offered by this job

Health insurance

RSUs

401(k) matching

Paid time off

Parental leave

Job summary

Amazon is seeking a Customer Care Program Manager II for WWGS Support Services in Austin, TX. You will lead the customer care program for assigned topics, develop SOPs, knowledge articles, and agent training, and monitor trends to drive improvements.

You will collaborate with store, region, and partner teams, manage SOPs and concession policies, and prepare training materials for Tier 1–2 agents. On-call responsibilities and vendor management are included.

Qualifications

• 3+ years of program or project management experience.
• Experience using data and metrics to drive improvements.
• Experience working cross functionally with tech and non-tech teams.
• Strong experience using CRM technologies or social media management tools.
• Advanced ability to analyze data for trends and recommendations.
• Experience developing customer retention initiatives.
• Experience creating training materials and knowledge articles.

Responsibilities

• Manages the Customer Care program for assigned topics and escalated issues.
• Partner with cross-functional teams across stores and regions.
• Manage SOPs and concession policies for program areas.
• Create training materials, knowledge articles, and email templates.
• Update leadership on key customer care metrics and trends.
• Identify risks and drive process improvements with leadership.
• Manage vendor relationships and program launches.
• Participate in on-call rotations and respond to alerts.

Skills

Program management

Data-driven decisions

Cross-functional collaboration

CRM tools

Training materials

Communication skills

Stakeholder management

WFM knowledge

Tools

CRM platforms

Job description

Amazon is seeking a Customer Care Program Manager II for WWGS Support Services in Austin, TX. You will lead the customer care program for assigned topics, develop SOPs, knowledge articles, and agent training, and monitor trends to drive improvements.

You will collaborate with store, region, and partner teams, manage SOPs and concession policies, and prepare training materials for Tier 1–2 agents. On-call responsibilities and vendor management are included.