DESCRIPTION
Job summary
Amazon's mission is to be the 'Earth's most customer-centric company', and our award-winning Customer Service (CS) team is an essential part of that mission. Amazon CS is one of the largest customer service organizations in the world. Our tens of thousands of Customer Service Associates (CSAs) around the globe provide world-class support to customers 24 hours a day, 7 days a week, and in over 20 languages (and growing).
The Customer Engagement Technologies (CET) organization powers CS by developing elegant Customer and Customer Service Associate facing products globally. These products offer effortless self-service and automation solutions to our customers. If the customers prefer to interact with a human, we enable CSAs to effectively and elegantly solve customers' issues using our associate facing products powered through human centered design.
A successful Senior Program Manager candidate is an effective communicator, has demonstrated the ability to earn the trust of stakeholders across a cross-functional team of individuals, is data-driven, has a strong eye for opportunities and has experience managing complex business and technical challenges. You are customer obsessed and not afraid to get your hands dirty navigating requirements from different business teams. You have a strong bias toward data driven decision making, and an innate ability to understand how metrics relate to business problems and with each other. You are willing to experiment, fail fast, learn and iterate to improve. You understand and account for the implications of your work to front-line operations.
**This role can sit in the US or Canada**
Key job responsibilities
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