Sr. Program Manager, Amazon Customer Service

Amazon; Seattle (WA); On-site; USD 104,000 - 185,000; Full time

Job summary

An established industry player is seeking a passionate Sr. Program Manager to enhance the customer experience through effective abuse prevention strategies. This dynamic role involves collaborating with diverse teams to identify and implement innovative solutions that balance risk mitigation with customer satisfaction. The ideal candidate will thrive in a fast-paced environment, leveraging data-driven insights to guide decision-making and policy development. Join a forward-thinking organization that values unique backgrounds and experiences, and make a significant impact on a global scale.

Benefits

Medical, Dental, and Vision Coverage

Maternity and Parental Leave Options

Paid Time Off (PTO)

401(k) Plan

Qualifications

• 5+ years of program or project management experience.
• Experience using data and metrics to drive improvements.

Responsibilities

• Manage the direction and implementation of abuse prevention policies.
• Drive cross-functional initiatives ensuring compliance with customer service policies.

Skills

Program Management

Data Analysis

Process Improvement

Stakeholder Management

Education

Bachelor's Degree

Master's Degree or MBA

Job description

DESCRIPTION

Are you passionate about improving the customer experience? Do you like to dive deep to understand how customer-centric solutions drive measurable results? Does coordinating projects across teams and countries sound exciting to you?

If so, the Concessions Abuse Prevention (CAP) team is looking for you! CAP is a team within the broader Customer Service (CS) organization focused on minimizing the abuse of Amazon's return policies and ensuring a great customer experience. The team is seeking a Sr. Program Manager to be responsible for improving the customer experience while using high judgment to identify/verify concessions abuse. This candidate will work to improve our internal and external policies, and messaging on a global scale. They will need to develop a deep understanding of existing policies and various customer and Customer Service Associates (CSAs) pain points to drive change and innovative strategies that strike the right balance between mitigating risk and improving customer experiences. These decisions must align with the overall organizational mental model and goals.

In this role, the ideal candidate will collaborate with numerous business, product, tech, and data science teams to identify, define and specify solutions. This person will build collaborative relationships with the business teams. In addition to working with many stakeholders internally and externally, this role requires working through ambiguity, demonstrating good judgment under pressure and the ability to thrive in a fast-paced, dynamic environment.

Key job responsibilities
- Have a passion to optimize and solve for the ideal customer experience.
- Have a passion for continuously improving the customer (internal and external) and the employee experience.
- Manage the direction, coordination, and implementation of abuse prevention policies.
- Drive cross functional initiatives to ensure compliance with customer service policies.
- Implement, modify, or develop new processes as necessary to provide the ability to reduce abuse risk, and improve the customer experience.
- Deep dive on new trends and identify process improvement and new initiative opportunities.
- Create policies, strategies, and processes to protect buyers and enable business growth.
- Develop and maintain key relationships with internal stakeholders locally and around the world.
- Partner with Legal, and PR, to review policies and processes to offer the best customer experience.
- Conceptualize and launch large scale programs to resolve buyer issues.
- Track program progress and provide visibility to leadership.
- Continuously strengthen our abuse prevention mechanisms by optimizing SOPs and supporting ongoing monitoring to respond to risk anomalies.
- Think and communicate clearly - formulate a clear point of view on complicated issues and create a concise and well-written narrative to express it.
- Be a problem solver who always thinks about what to do next.
- Remain flexible to changing priorities, open to new ideas and have selling partner quality as the top focus.

A day in the life
Amazon offers a full range of benefits for you and eligible family members, including domestic partners and their children. Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment. The benefits that generally apply to regular, full-time employees include:
1. Medical, Dental, and Vision Coverage
2. Maternity and Parental Leave Options
3. Paid Time Off (PTO)
4. 401(k) Plan

If you are not sure that every qualification on the list above describes you exactly, we'd still love to hear from you! At Amazon, we value people with unique backgrounds, experiences, and skillsets. If you're passionate about this role and want to make an impact on a global scale, please apply!

BASIC QUALIFICATIONS

- 5+ years of program or project management experience
- Experience using data and metrics to determine and drive improvements
- Experience owning program strategy, end to end delivery, and communicating results to senior leadership
- Bachelor's degree

PREFERRED QUALIFICATIONS

- 2+ years of driving process improvements experience
- Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, 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 https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $104,100/year in our lowest geographic market up to $185,000/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 https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.