The Amazon Books Risk, Operations Success and Engagement (ROSE) organization is seeking an experienced Senior Program Manager. The successful candidate will be a key member of the Training, Launch and Content (TLC) team, which is responsible for driving high visibility, global programs that directly impact the Customer Service agent, Books Risk Management operator and customer experience.
Key job responsibilities
Be a singular owner of the project, managing all aspects of stakeholder engagement and deliverables from inception to launch.
Scope and define risk operations requirements to deliver an exceptional customer experience, working with multiple global teams.
Clearly communicate goals, roles, responsibilities, and desired outcomes.
Liaise with all departments to ensure relevant areas are engaged in time to develop deliverables within their area to support project deliverables. Support partner teams to refine processes and increase efficiency in line with program objectives.
Make appropriate tradeoffs to optimize launch timing in consultation with stakeholders.
Managing multiple internal and external, cross functional and remote stakeholders.
Track delivery against program objectives including performance metrics and implement proposals to improve program services and efficiencies.
Communication both verbally and written across all levels in the organization (technical, business, executive).
Develop change processes associated with program rollout and ongoing support.
Assist the IPM Manager with program related responsibilities and improvement projects.
The role will focus on launch readiness for large scale and high-risk changes, new features and new policies for multiple Books businesses (i.e. Kindle Direct Publishing, Kindle Managed Publishing, Author Central, Comixology, etc.). The candidate will have a proven record of complex project and program delivery, from conception and design through implementation, measurement, closure and handover. Ability to manage multiple, cross-functional competing projects simultaneously in a fast-paced environment where continuous innovation is encouraged. The ideal candidate sees around corners, is biased for action in ensuring the project/program is set up for success in achieving our goals, has experience making the right tradeoffs, and earns trust through broad stakeholder influence.
You will work closely with Leadership, Policy, Tech, Product, Operations, and Legal teams to assess the risk of launches – influencing the execution and approach, creating operational requirements, and plan of record documents to ensure smooth launches.
BASIC QUALIFICATIONS
- 5+ years of program or project management experience
- Experience using data and metrics to determine and drive improvements
- Experience owning program strategy, end to end delivery, and communicating results to senior leadership
PREFERRED QUALIFICATIONS
- 2+ years of driving process improvements experience
- Master's degree, or MBA 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.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $104,100/year in our lowest geographic market up to $185,000/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.