45 Manager, Program Management, Customer Trust Jobs in Seattle, WA
Amazon is Hiring a Manager, Program Management, Customer Trust Near Seattle, WA
DESCRIPTION
Amazon’s Mass Action Recovery Support (MARS) team acts as the centralized communications liaison between internal Business teams and Amazon’s customers. The MARS mission is to support Device, Digital, and Alexa Support (D2AS) customer facing issues by owning bulk actions such as refunds, order cancellations, issue concessions and mass mail communications for worldwide customers across more than 20 languages. Do you want to join a team focused on critical communication but also play a key role in the decision-making process? Are you a passionate leader ready to relentlessly advocate the best experience across leadership teams and business teams? Do you thrive in a fast-moving culture where customer obsession and the ability to think on your feet are highly valued?
The MARS team is looking for a Program Manager to help shape the future of the program and lead our growing Bulk Action/Communications team, responsible for communicating to millions of customers each year. In this role, you will be responsible for all MARS business and operational objectives. You will drive the creation and execution of strategies to improve communication methods, quality, and speed. You will lead a diverse team of Program Managers and Program Specialists—all of whom you are responsible for coaching and mentoring.
Communication and language skills are especially important, as team members are expected to summarize complex issues and clearly describe action items and solutions to stakeholders and senior leaders. Team members must also have the ability to research multifaceted use cases that involve high customer contact volume and be comfortable identifying the root cause(s) for the issue with the ability to track process improvement initiatives owned across other teams.
The ideal candidate thrives in an ambiguous environment where they must develop, implement, and iterate; data, processes, mechanisms, and guardrails, all to improve both customer and employee experience. The ideal candidate is a true owner who understands the key levers to drive business growth and can operationalize those levers across a team whom is continuously expanding scope. You must have a passion for people leadership, have a high sense of ownership, and are at your best when building, developing, and managing high-performing teams.
Key job responsibilities
You will be responsible for collaborating with stakeholders, creating certainty and structure in ambiguous situations. The ideal candidate for this role will:
- Be the liaison between various internals teams to drive discussions for improvement of both proactive and reactive mass communication strategy.
- Be a team player with a focus on collaborating with peers and stakeholders to get the best solution for our customers
- Own and support global cross-team coordination, project management, and be able to swiftly prioritize and multi task based on severity level and strong business judgement.
- Act as a thought leader in defining success criteria and understand business needs of partner teams in an ever-changing business environment.
- Prepare strategic recommendations, roadmaps, and program updates to senior management for the organization.
- Drive quarterly and annual goals around project savings, customer experience, and cost reduction.
- Identify and analyze data to isolate issues, develop solutions, and prioritize opportunities for servicing our partners.
- Have a passion for continuously improving customer (internal and external) and the employee experience
- Have experience influencing and earning the trust of senior stakeholders and driving business teams to take action.
A day in the life
Manager a small team of employees across the US and Ireland who partner with internal Amazon teams to execute bulk actions (refunds, steps to repair, email communication, replacement items) to mitigate broken experiences on behalf of our customers.
“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!”Benefits Summary:
“Amazon offers a full range of benefits that support 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”
About the team
This team's job is to maintain a high bar for the customer experience. This is done managing a small team of employees who collaborate across internal business team to advocate on the most customer centric solutions to complex problems.
We are open to hiring candidates to work out of one of the following locations:
Seattle, WA, USA
BASIC QUALIFICATIONS
- 5 years of team management experience
- 5 years of cross functional project delivery experience
- 5 years of program or project management experience
- Experience defining program requirements and using data and metrics to determine improvements
- Bachelor's degree
PREFERRED QUALIFICATIONS
- Experience managing, analyzing and communicating results to senior leadership
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. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $101,800/year in our lowest geographic market up to $189,300/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.
Job Summary
Full Time
Transportation
$167k-205k (estimate)
04/05/2024
06/04/2024
RANDALLSTOWN, MD
25 - 50
2018
$50M - $200M
Transportation
