Program Manager, Operations Integration II, Customer Experience Operations

Amazon; Nashville (TN); On-site; USD 66,000 - 143,000; Full time

Job summary

An established industry player is seeking a Program Manager II to lead the integration of Customer Experience Operations across numerous locations. In this pivotal role, you will streamline processes, develop scalable tools, and ensure alignment among stakeholders to enhance operational efficiency. This position offers the chance to make a significant impact by fostering innovative solutions and driving change within a dynamic environment. If you are passionate about optimizing operations and have a knack for problem-solving, this is the perfect opportunity to advance your career and contribute to a forward-thinking organization.

Benefits

Medical benefits

Financial benefits

Equity options

Sign-on payments

Qualifications

• 3+ years of experience in program or project management.
• Strong analytical skills with attention to detail.
• Experience in operational process improvement.

Responsibilities

• Design and implement processes to enhance operational consistency.
• Develop tools to automate tasks and improve workflows.
• Monitor program health and drive continuous improvements.

Skills

Program Management

Analytical Problem-Solving

Communication Skills

Project Ownership

Operational Process Improvement

Education

Bachelor's degree in Business Administration or related field

Tools

Excel

SQL

BI Tools (QuickSite, Tableau, Power BI)

Job description

Program Manager, Operations Integration II, Customer Experience Operations

OPPORTUNITY TO DRIVE CHANGE: PROGRAM MANAGER, OPERATIONS INTEGRATION

Join Us as a Program Manager II, Operations Integration. Be at the heart of how CXO (Customer Experience Operations) evolves across 540+ locations. In this high-impact role, you’ll lead the integration and optimization of CXO programs into operational environments, driving scalable, efficient solutions while preserving resources.

What You'll Drive:

1. Seamless integration of CXO programs into core operations.
2. Optimization, standardization, and centralization of processes to enhance field efficiency.
3. Development of scalable in-house tools to improve field performance and support operational scaling.
4. Alignment across stakeholders through structured documentation and change management.

Key Responsibilities:

1. Design and implement processes that reduce variance and increase consistency across field and centralized operations.
2. Own end-to-end program integration from prioritization, scoping, and planning to post-launch support.
3. Develop and identify tools to automate tasks and simplify workflows.
4. Collaborate with tech, safety, learning, and other teams to optimize, centralize processes and define success metrics.
5. Monitor program health and leverage data insights to drive continuous improvements.
6. Act as the primary liaison for cross-functional stakeholders, ensuring clarity and accountability.
7. Operate autonomously in an ambiguous environment, proactively identifying business challenges, automation opportunities, and scaling factors.
8. Take a hands-on approach to achieve business goals with an ownership mindset.

Impact You’ll Make:

1. Streamline and continuously improve operational processes in complex environments.
2. Enable teams to work efficiently with repeatable, scalable solutions.
3. Bridge the gap between programs and real-world operational execution.
4. Build tools that simplify, measure, and scale complex workflows.
5. Ensure all stakeholders remain aligned to deliver best-in-class processes.

What You’ll Need:

1. Bachelor's degree in Business Administration, Arts, or a related field.
2. 3+ years of experience in program or project management.
3. 2+ years in operational process improvement or 3+ years in operations.
4. Strong project ownership from initiation to post-implementation support.
5. Analytical problem-solving skills with high attention to detail.
6. Clear, effective written and verbal communication across cross-functional teams and leadership.
7. Experience documenting detailed SOPs and building repeatable workflows and tools.
8. Intermediate Excel skills (pivot tables, nested formulas, data modeling).
9. Ability to independently manage multiple, competing priorities in a fast-paced environment.

Preferred Qualifications:

1. Advanced Excel proficiency (including Macros and VBA).
2. Intermediate SQL knowledge (joins, indexing, stored procedures).
3. Experience in automation and process improvement methodologies (Lean, Six Sigma).
4. Familiarity with BI tools (QuickSite, Tableau, Power BI).
5. 3+ years of leadership experience in developing and mentoring others.

Ready to manage the future of operational integration? Be the driving force behind scalable solutions that enable CXO programs to thrive. Apply now and be part of our success story!

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, 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 here for more information.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $66,800/year in our lowest geographic market up to $142,800/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit here.

This position will remain posted until filled. Applicants should apply via our internal or external career site.