Amazon
Senior Program Manager, Amazon Business Customer Service
Amazon, Nashville, Tennessee, United States,
Senior Program Manager, Amazon Business Customer Service
The Amazon Business Customer Service (ABCS) team is looking for an experienced Senior Program Manager with a deep level of expertise in knowledge products (internal and external facing content, and learning). The Senior Program Manager will play a critical role in supporting new strategic initiatives that will revolutionize our customer service offerings. As a result, our knowledge product will need to evolve to support our new business vision.
This role will oversee our most strategic and forward-looking initiatives, understand the direction of the change, identify what areas will be impacted, and create strategic plans for the Knowledge team. This role will assess the impact to existing knowledge products or when new products are required. This role will create comprehensive plans, including effort, risks, cost, and funding models. This role will act as an advocate for the Knowledge team, create strategic support plans, and liaise across teams for alignment and execution.
Key job responsibilities
Serve as a thought leader who displays an uncompromising passion for knowledge products that reduce user effort and improve effectiveness.Advocate for long-term benefits and high-quality outputs, resolving gaps upstream with a cutting-edge vision.Assert strong leadership skills and build partnerships to influence in a cross-functional environment.Identify opportunities and gain support through well-reasoned and data-driven proposals.
A day in the lifeThis role is a critical member of the Knowledge leadership team in ABCS and will report directly to the Senior Manager, Amazon Business Customer Service Knowledge. While this role is an individual contributor, they will represent and advocate for the entire Knowledge organization (35+ employees worldwide), which is a multi-functional team including Content Experience, Content Tools and Systems, Translation and Localization, and Learning Experience (including Learning Delivery and Instructional Design).
We operate in a centralized and global model, country and language agnostic. In the Knowledge organization, we are very invested in creating multicultural, diverse, and inclusive environments. We organize engagement activities and try to have fun. We celebrate failure as the best way to push us further.
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!
Minimum Qualifications
5+ years of program or project management experienceExperience using data and metrics to determine and drive improvementsExperience owning program strategy, end-to-end delivery, and communicating results to senior leadershipBachelor's degreeDeep understanding of content, learning and localization products and processes
Preferred Qualifications
2+ years of delivering cross-functional projects experienceMaster's degree, or Master's degree in business, operations, human resources, adult education, organizational development, instructional design or related field
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.
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The Amazon Business Customer Service (ABCS) team is looking for an experienced Senior Program Manager with a deep level of expertise in knowledge products (internal and external facing content, and learning). The Senior Program Manager will play a critical role in supporting new strategic initiatives that will revolutionize our customer service offerings. As a result, our knowledge product will need to evolve to support our new business vision.
This role will oversee our most strategic and forward-looking initiatives, understand the direction of the change, identify what areas will be impacted, and create strategic plans for the Knowledge team. This role will assess the impact to existing knowledge products or when new products are required. This role will create comprehensive plans, including effort, risks, cost, and funding models. This role will act as an advocate for the Knowledge team, create strategic support plans, and liaise across teams for alignment and execution.
Key job responsibilities
Serve as a thought leader who displays an uncompromising passion for knowledge products that reduce user effort and improve effectiveness.Advocate for long-term benefits and high-quality outputs, resolving gaps upstream with a cutting-edge vision.Assert strong leadership skills and build partnerships to influence in a cross-functional environment.Identify opportunities and gain support through well-reasoned and data-driven proposals.
A day in the lifeThis role is a critical member of the Knowledge leadership team in ABCS and will report directly to the Senior Manager, Amazon Business Customer Service Knowledge. While this role is an individual contributor, they will represent and advocate for the entire Knowledge organization (35+ employees worldwide), which is a multi-functional team including Content Experience, Content Tools and Systems, Translation and Localization, and Learning Experience (including Learning Delivery and Instructional Design).
We operate in a centralized and global model, country and language agnostic. In the Knowledge organization, we are very invested in creating multicultural, diverse, and inclusive environments. We organize engagement activities and try to have fun. We celebrate failure as the best way to push us further.
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!
Minimum Qualifications
5+ years of program or project management experienceExperience using data and metrics to determine and drive improvementsExperience owning program strategy, end-to-end delivery, and communicating results to senior leadershipBachelor's degreeDeep understanding of content, learning and localization products and processes
Preferred Qualifications
2+ years of delivering cross-functional projects experienceMaster's degree, or Master's degree in business, operations, human resources, adult education, organizational development, instructional design or related field
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.
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