Are you passionate about driving exceptional customer experiences? Amazon's Subscribe & Save (SnS) team is seeking an experienced Sr. Program Manager to own the customer operations and experience for our auto-delivery program. This is a high-visibility, high-impact role that will work closely with key leaders across the organization to identify and resolve pain points, improve processes, and elevate the overall customer journey.
Amazon's SnS program aims to be the most trusted and valued auto-delivery service in the world. As the Sr. Program Manager for Customer Operations, you will be responsible for deeply understanding our customers' needs, pain points, and feedback to inform product decisions and drive meaningful improvements. You'll partner cross-functionally to implement processes that better capture, track, and respond to customer data, working to resolve "paper cuts" and tackle complex, end-to-end customer issues.
This role is a unique opportunity to make a tangible impact on the experiences of millions of SnS subscribers worldwide. If you're passionate about putting the customer first, thrive in ambiguous, fast-paced environments, and have a track record of driving customer-centric initiatives, we'd love to hear from you
Key job responsibilities
- Serve as the voice of the customer, deeply understanding pain points, escalations, and anecdotal feedback to inform product decisions and roadmap
- Develop and implement processes to better capture, track, and respond to customer feedback, escalations, and other operational data
- Partner with Customer Service, Product, and other cross-functional teams to identify and resolve "paper cuts" that impact the customer experience
- Lead projects to improve the end-to-end customer operations, including defining metrics, setting goals, and driving execution
- Provide robust, data-driven inputs to product teams to ensure the customer perspective is well-represented
- Collaborate with leaders in SnS, Consumer, and other teams to tackle complex, cross-functional customer issues
About the team
SnS is made up of passionate product managers, program managers, BIEs, UX designers, marketing managers, and engineers working together to build a world-class auto-delivery program for tens of millions of customers across the globe.
