Program Manager, Operations Integration II, Customer Experience Operations

Amazon; New York (NY); 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. This role is pivotal in optimizing processes and driving scalable solutions, ensuring efficiency while conserving resources. You will manage end-to-end program integration, develop in-house tools, and collaborate with various teams to define success metrics. If you are passionate about improving operational processes and have a knack for analytical problem-solving, this is the perfect opportunity to make a significant impact in a dynamic environment.

Qualifications

• 3+ years in program or project management with strong ownership.
• Experience in operational process improvement and data-driven enhancements.

Responsibilities

• Integrate CXO programs into operations and optimize processes.
• Develop tools to automate tasks and enhance performance.

Skills

Program Management

Operational Process Improvement

Analytical Skills

Effective Communication

Project Ownership

Excel Skills

Cross-functional Collaboration

Education

Bachelor's Degree

Tools

Excel

SQL

BI Tools (QuickSight, Tableau, Power BI)

Job description

Program Manager, Operations Integration II, Customer Experience Operations

Join us as a Program Manager II, Operations Integration at Amazon. Be at the forefront of evolving CXO (Customer Experience Operations) across 540+ locations. In this role, you will lead the integration and optimization of CXO programs into operational environments, driving scalable and efficient solutions while conserving resources.

Responsibilities

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

Key Job Responsibilities

• Design and implement processes to reduce variance and increase consistency.
• Manage end-to-end program integration from prioritization to post-launch support.
• Create tools to automate tasks and streamline workflows.
• Collaborate with various teams to optimize and define success metrics.
• Monitor program health and use data insights for continuous improvement.
• Serve as the primary liaison for cross-functional stakeholders.
• Operate independently in ambiguous settings, proactively addressing challenges and automation opportunities.
• Take ownership to achieve business goals.

Impact

• Improve operational processes in complex environments.
• Enable teams with scalable and repeatable solutions.
• Bridge programs with operational 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 from initiation to support.
• Analytical skills with high attention to detail.
• Effective communication skills.
• Experience documenting SOPs and building workflows and tools.
• Intermediate Excel skills.
• Ability to manage multiple priorities independently.

Preferred Skills

• Advanced Excel (Macros, VBA).
• Intermediate SQL knowledge.
• Experience with automation and methodologies like Lean, Six Sigma.
• Familiarity with BI tools (QuickSight, Tableau, Power BI).
• Leadership experience in mentoring others.

Qualifications

• Bachelor's degree.
• Fluent in English.
• 3+ years in program or project management.
• Experience using data to drive improvements.
• Cross-functional collaboration experience.
• Intermediate Excel proficiency.

Additional Information

Amazon is an equal opportunity employer. We support workplace accommodations for applicants with disabilities. Compensation varies by location and experience, with a range from $66,800 to $142,800 annually. For more details, visit our workplace benefits page. Apply via our careers site.