Senior Manager, Operational Excellence, Amazon Customer Service

Description

Customer experience is at the heart of all we do at Amazon, as we strive to be Earth’s most customer centric company. Amazon Customer Service (CS) is at the forefront of customer experience, working relentlessly to provide customers a convenient, high quality, and delightful experience – across all of our CS channels – in every interaction.

We are seeking an experienced and highly skilled Product Manager to lead CS rhythm of business and our Operational Excellence team. In this role, your team will own highly strategic and critical business operations products and processes end-to-end and help ensure alignment across a set of senior stakeholders, including the head of CS. You will have the ability to balance strategic insight and tactical execution in order to drive effective and efficient operational goals. You will own complex CS-Wide initiatives that require cross-functional coordination and detailed understanding of our business and CS strategy.

This role requires excellent communication and management skills spanning product and process design, stakeholder management, permissions and governance, and navigating ambiguity to deliver results. You will be operating at the scale of Amazon CS and with other rhythm of business leaders throughout our organization.


Key job responsibilities
- Rhythm of Business Ownership: Design, implement and manage key Rhythm of Business initiatives that support business operations across CS.
- Strategic Insight: Develop a strong understanding of CS strategy and tactical implementation to inform how you lead the operationalization of these plans.
- Tooling: Design and build our operational excellence tooling strategy and products. Determine how we can best support CS at scale via high quality tools.
- Team Management and Stakeholder Management: Lead a team of high performing Operational Excellence employees and be the face of Operational Excellence with internal partner teams across CS and Amazon.
- Ensure leadership alignment with our initiatives and that their needs are being met by our tools.
- Invent and Simplify: See around corners to decide the next types of processes, mechanisms, and tooling we need in CS to drive us towards our goals.
- Data and AI Insight: Define KPIs and metrics to measure team success. Leverage new technologies and tools, including AI, to help us solve our business operations challenges.
- Navigate Ambiguity: Be proactive in navigating ambiguous business challenges to a successful outcome by driving clarity and structure.
- Cross-Team Collaboration: Act as the key connection point across the organization, ensuring alignment, effective communication, and seamless execution.

About the team
The Organizational Enablement team within Amazon Customer Service is an organization made up of a diverse suite of functions dedicated to ensuring our Customer Service team runs smoothly and delivers for customers. We are a team of strategic and operational drivers who sit at the center of the key executive processes and our most critical goals to support the wide-ranging Customer Service organization.

Basic Qualifications

- 12 years of product or program management, product marketing, business development or technology experience
- 6 years of team management experience
- Bachelor's degree
- Experience owning/driving roadmap strategy and definition
- Experience with feature delivery and tradeoffs of a product

Preferred Qualifications

- Bachelor's degree in business administration, finance, economics, computer science, data science, engineering, or other related field
- MBA
- Experience building AI-native processes and operational infrastructure at scale
- Experience in customer service or Amazon business operating rhythms

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.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.