Program Manager, Operations Integration II, Customer Experience Operations

Amazon; Nashville (TN); On-site; USD 80,000 - 120,000; Full time

Job summary

An innovative industry leader is seeking a Program Manager II for Operations Integration to enhance Customer Experience Operations across numerous locations. This pivotal role involves optimizing processes, developing scalable tools, and ensuring seamless integration of programs into operations. The successful candidate will manage resources effectively, collaborate with diverse teams, and drive continuous improvement through data analysis. If you thrive in dynamic environments and have a passion for operational excellence, this opportunity offers a chance to make a significant impact and lead transformative initiatives.

Qualifications

• 3+ years in program or project management with a focus on data-driven improvements.
• Experience in operational process improvement and cross-functional collaboration.

Responsibilities

• Integrate CXO programs into core operations and optimize processes.
• Develop tools to automate tasks and streamline workflows.

Skills

Program Management

Operational Process Improvement

Project Ownership

Communication Skills

SOP Documentation

Excel (Intermediate)

Education

Bachelor's Degree

Tools

Excel (Advanced)

SQL (Intermediate)

BI Tools (Tableau, Power BI)

Job description

Program Manager, Operations Integration II, Customer Experience Operations

Join us as a Program Manager II, Operations Integration, at Amazon, where you'll play a pivotal role in evolving Customer Experience Operations (CXO) across 540+ locations. This high-impact role involves leading the integration and optimization of CXO programs into operational environments, driving scalable and efficient solutions while managing resources effectively.

Key Responsibilities

• Integrate CXO programs seamlessly into core operations.
• Optimize, standardize, and centralize processes to improve field efficiency.
• Develop scalable in-house tools to enhance performance and support growth.
• Align stakeholders through documentation and change management.

Additional Responsibilities

• Design processes to reduce variance and increase consistency.
• Manage end-to-end program integration from planning to post-launch support.
• Create tools to automate tasks and streamline workflows.
• Collaborate with various teams to define success metrics and optimize processes.
• Monitor program health and leverage data for continuous improvement.
• Serve as the primary liaison for stakeholders, ensuring clarity and accountability.
• Operate independently in ambiguous environments, proactively identifying challenges and automation opportunities.
• Take a hands-on approach to achieve business goals with ownership mindset.

Impact

• Streamline operational processes in complex environments.
• Enable teams with scalable, repeatable solutions.
• Bridge programs with real-world execution.
• Build tools to simplify and measure workflows.
• Maintain stakeholder alignment for best-in-class processes.

Qualifications

• 3+ years in program or project management.
• 2+ years in operational process improvement or 3+ years in operations.
• Strong project ownership and communication skills.
• Experience documenting SOPs and building workflows and tools.
• Intermediate Excel skills (pivot tables, formulas, data modeling).

Preferred Skills

• Advanced Excel (Macros, VBA).
• Intermediate SQL (joins, stored procedures).
• Experience with automation, Lean, Six Sigma.
• Familiarity with BI tools (Tableau, Power BI).
• Leadership experience in mentoring others.

Qualifications

• Bachelor's degree.
• Fluency in English.
• 3+ years in program/project management with data-driven improvements.
• Cross-functional collaboration experience.

Preferred Qualifications

• Leadership in delivering results and process improvements.
• Stakeholder management skills.
• Experience in process building, project schedules.