Are you passionate about leveraging technology to streamline customer support and drive operational efficiency? We're looking for you!
We are seeking a Program Manager to join the Self Service and Automation team within Customer Engagement Technology (CET). You will own and optimize our Run of Business (RoB) operations, focusing on organizing and streamlining the operational cadence across our team. Your role will involve orchestrating critical business rhythms that provide organization-wide updates on our metrics, program health, and operational efficiencies.
The successful candidate will bring a strong background in operational excellence and process optimization. You'll drive the strategic scheduling of deliverables, conduct business inspections focused on performance metrics, and lead goal planning for continuous improvement initiatives. Your expertise will be crucial in streamlining our operational processes, ensuring consistency in communication, and creating efficient reporting cadences. You'll demonstrate the impact of our initiatives across the organization, fostering a culture of data-driven decision-making and operational efficiency within the Self Service and Automation team and throughout the broader CET organization.
Key job responsibilities
- Be the singular owner of Run-of-Business operations for the Self Service & Automation team, managing all aspects of operational cadence, business reviews, and recurring deliverables.
- Define and maintain the operational calendar and requirements, working closely with internal stakeholders to ensure alignment with broader CET and Amazon CS RoB frameworks.
- Create and execute structured business rhythms, securing necessary participants and managing the implementation of regular business reviews, metrics reporting, and operational updates.
- Clearly communicate meeting cadences, roles, responsibilities, and expected deliverables to all stakeholders.
- Work collaboratively across departments to ensure timely engagement and delivery of business updates. Support partner teams in streamlining their reporting processes to increase operational efficiency.
- Make appropriate trade-offs to optimize meeting schedules and reporting cadences in consultation with leadership and stakeholders.
- Manage relationships with multiple cross-functional partners, including remote stakeholders, to maintain effective business operations.
- Develop and implement process improvements for ongoing operational efficiency and program health tracking.
- Track and measure operational metrics, creating proposals to improve service delivery and team efficiency.
- Scale existing operational frameworks to accommodate team growth and new initiatives, both domestically and internationally.
A day in the life
As a Program Manager for Run of Business in our Customer Engagement Technology team, your day centers on orchestrating operational excellence. You begin by reviewing the day's operational calendar and schedule of business reviews. Throughout the day, you navigate meetings with stakeholders across Amazon, coordinating cross-functional deliverables and addressing emerging business needs.
You craft business updates, prepare for operational reviews, and optimize processes while managing competing priorities in our fast-paced environment. Your role requires strong adaptability as you coordinate with various teams, ensure timely delivery of reports, and troubleshoot operational bottlenecks. You drive the operational rhythm that keeps our organization running efficiently and effectively.
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
The mission of the CET team within Customer Service is to create Earth's best customer service solutions by empowering our customers to utilize automation to resolve their issues quickly and efficiently. You will be a key component of our leadership team and will influence our science and engineering teams to deliver worldwide Self-Service Automation (SSA) products based on generative AI.
