Amazon’s mission is to be ‘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 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 Stores Product & Technology 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.
The ideal candidate would design and develop software to build and interface with machine learning models from data gathered, and to interface with Amazon’s numerous back-end systems to solve the customer's problem the first time. This candidate will work on features that directly impact millions of Amazon customers, have the opportunity to provide direction to our businesses and guide the design of our systems based on realistic time lines and resource constraints. Success in this role requires strategic thinking.
This candidate will perform deep dives on analytics as well as on existing processes. They will also identify where process and system improvements are needed, define the desired state solutions, and work through dependencies to establish key project milestones and business requirements.
We also focus on learning, sharing, innovating and having fun at work. We have a strong family of folks working and growing together. Join us and realize your potential for growth and development.
We are looking for a talented and experienced Technical Program Manager who is excited to lead large cross-organizational projects and initiatives. In this role, you will work hands-on with engineering, leadership and Product Management teams to deliver results while fostering input and participation from all levels of the organization.
Key job responsibilities
You will drive program swim-lanes across teams and organizations to deliver customer experience improvements affecting all of amazon's B2C customers and multi-million dollar impact to the company. You would design and develop software to build and interface with machine learning (ML) models from data you gather, and to interface with Amazon’s numerous back-end systems to solve the customer's problem the first time. You will have the opportunity to work on features that directly impact millions of Amazon customers. You will also have the opportunity to provide direction to our businesses and guide the design of our systems based on realistic time lines and resource constraints. Success in this role requires you to think strategically. You will perform a deep dive on analytics as well as on existing processes. You will identify where process and system improvements are needed, define the desired state solutions, and work through dependencies to establish key project milestones and business requirements.
A day in the life
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!
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
