Sr Program Manager - Business Operations, Customer Service Security (CS Sec)

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

Job summary

An established industry player is seeking a Senior Program Manager to lead business operations within its Customer Service Security organization. This role offers a unique opportunity to build security experience while ensuring customer protection and satisfaction. You will collaborate closely with leadership and cross-functional teams to drive operational excellence and strategic initiatives. The position emphasizes a culture of work-life balance, inclusivity, and continuous career growth, making it an exciting opportunity for those looking to make a significant impact in a dynamic environment.

Benefits

Flexible Work Hours

Career Advancement Resources

Diversity and Inclusion Programs

Medical Benefits

Financial Benefits

Employee Discounts

Qualifications

• 6+ years of program or project management experience required.
• Experience in data-driven decision making and process improvements.

Responsibilities

• Manage business planning cycles and ensure team commitments are met.
• Drive operational excellence and support cross-functional initiatives.

Skills

Program Management

Data Analysis

Project Management

Process Improvement

Education

Bachelor's Degree

Master's Degree or MBA

Tools

Metrics Reporting Tools

Job description

Sr Program Manager - Business Operations, Customer Service Security (CS Sec)

Job ID: 2956053 | Amazon.com Services LLC

The Customer Service Security organization within Amazon Stores Security is currently hiring for a Senior Program Manager of Business Operations.

In this role, you will work in tandem with the organization's leadership team to strategically operate and develop the organization. This role will support the development and delivery of short and long-term business and financial goals. This role is a great opportunity to build security experience, help ensure customers are protected and delighted when engaging with customer service, and work closely with Amazon leadership, stakeholders, and cross-functional teams. The position will report directly to the Director of Customer Service Security.

Key job responsibilities

1. Build and manage our business planning and operating cycles, establishing the cadence to meet critical business timelines and ensure sub teams meet organizational requirements and commitments.
2. Drive cohesion between the sub teams by providing visibility to current and future projects and initiatives across the teams.
3. Advise and consult organizational leaders to ensure we effectively and efficiently meet and exceed our goals.
4. Prepare and deliver data-driven recommendations to key global stakeholders.
5. Identify, assess, and establish new partnership opportunities.
6. Work with stakeholders to define the business requirements for new and existing programs, products, and systems implementations and their impact on program budgets.
7. Develop and manage the organizations budget, ensuring long-term strategic plans, annual operating budget, and forecasts support and align with our strategy.
8. Support the creation of Weekly/Monthly/Quarterly Business Reviews and other presentations to advise leaders and key business partners about on-going operations and projects in-flight.
9. Draft presentations and briefs for meetings/engagements with key internal and external stakeholders.
10. Support people development initiatives including the tracking of organizational requirements such as training and compliance.

Strategic Operations & Execution

1. Support and drive day-to-day operations to deliver on the team’s strategy and operational plans aligned with the strategic vision of the organization.
2. Develop, contribute to, and maintain the centralized repository of workflows, tools, documentation, and standards, looking to minimize complexities and optimize efficiency and engagement.
3. Identify and pursue cost reduction and efficiency opportunities.
4. Support and drive the development of consistent standards and processes across the team to effectively advocate for operational excellence.
5. Facilitate conversations: create opportunities for synergies across the business to support cross-functional initiatives.
6. Operate as an internal consultant, working directly with multiple stakeholders.
7. Look for new opportunities, innovations, and insights within the company and industry to provide visibility to emerging trends and innovations.
8. Coordinate with executive support to plan for regional and global leadership meetings.

Metrics & Reporting

1. Work closely with cross-functional team members to track, monitor, review, and execute on performance metrics.
2. Define and deliver operational reporting that provides strategic insights.
3. Measure and track success against internal KPIs and other key metrics to drive operational efficiency and effectiveness.

About the team

Diverse Experiences
Amazon Security values diverse experiences. Even if you do not meet all of the qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying.

Why Amazon Security

At Amazon, security is central to maintaining customer trust and delivering delightful customer experiences. Our organization is responsible for creating and maintaining a high bar for security across all of Amazon’s products and services. We offer talented security professionals the chance to accelerate their careers with opportunities to build experience in a wide variety of areas including cloud, devices, retail, entertainment, healthcare, operations, and physical stores.

Work/Life Balance

We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why flexible work hours and arrangements are part of our culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve.

Inclusive Team Culture

In Amazon Security, it’s in our nature to learn and be curious. Ongoing DEI events and learning experiences inspire us to continue learning and to embrace our uniqueness. Addressing the toughest security challenges requires that we seek out and celebrate a diversity of ideas, perspectives, and voices.

Training and Career Growth

We’re continuously raising our performance bar as we strive to become Earth’s Best Employer. That’s why you’ll find endless knowledge-sharing, training, and other career-advancing resources here to help you develop into a better-rounded professional.

BASIC QUALIFICATIONS

- 6+ 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

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 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 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.