Senior Customer Care Programs Manager

Amazon; Seattle (WA); On-site; USD 83,000 - 130,000; Full time

Job summary

Amazon is seeking a Customer Care program manager to act as a subject matter expert for assigned areas across phone, email, social care and other channels. You will create SOPs, knowledge base articles and training to support Tier 1 and 2 agents, monitor trends, and drive improvements across stores, regions and marketing partners.

You will partner with cross-functional teams to ensure accurate customer responses and manage program launches, vendor relationships, and escalation handling.

Qualifications

• 3+ years of program or project management experience.
• Experience using data and metrics to determine and drive improvements.
• Experience working cross functionally with tech and non-tech teams.
• Strong experience using CRM technologies or social media management tools to create efficiencies and improve the customer experience.
• Advanced proficiency to analyze data for trends and synthesize into recommendations for training or process improvements.
• Advanced experience creating training presentations, knowledge base articles and email templates.

Responsibilities

• Manages the Customer Care program for assigned topic areas, providing a high level of support on escalated issues.
• Partners with cross-functional Team Members across store, region, and other relevant groups, to ensure effective understanding and response to customer inquiries and concerns.
• Manages the Customer Care SOPs and concession policy for assigned program areas.
• Creates the supporting training materials, job aids, knowledge articles and email template for use by Tier 1 and Tier 2 contact center agents.
• Updates customer care leadership and business partners on key metrics concerning customer care for assigned program areas.
• Identifies trends and risks in assigned care program area.
• Ensures standard methods and templates are adapted and applied in an efficient and effective manner.
• Manages program launches for assigned program areas.
• Manages assigned vendor partner relationships to ensure quality and productivity KPIs are consistently met or exceeded.
• Recommends process or workflow improvements to team leadership based on agent CSAT feedback and quality evaluations.
• Manages purchasing estimates and commitments for assigned program area.
• Participates in on-call rotation; responds to alerts and system issues.

Skills

Program management

Cross-functional collaboration

Data-driven decisions

Customer care enhancements

Training material creation

Communication skills

On-call responsiveness

Tools

CRM technologies

Social media management tools

Job description

Amazon is seeking a Customer Care program manager to act as a subject matter expert for assigned areas across phone, email, social care and other channels. You will create SOPs, knowledge base articles and training to support Tier 1 and 2 agents, monitor trends, and drive improvements across stores, regions and marketing partners.

You will partner with cross-functional teams to ensure accurate customer responses and manage program launches, vendor relationships, and escalation handling.