We are seeking a highly motivated and experienced Senior Program Manager to join our Amazon Autos team. In this role, you will be responsible for working with stakeholders to develop and implement strategies to reduce customer contacts across our purchase journey, improving customer satisfaction, and increasing operational efficiency.
Key job responsibilities
As the Contact Reduction Senior Program Manager for Amazon Autos, you will:
- Develop and execute comprehensive contact reduction strategies for Amazon Autos services.
- Analyze customer contact data to identify trends, pain points, and opportunities for improvement.
- Collaborate with cross-functional teams including Product, Engineering, Operations, and Customer Service to implement contact reduction initiatives.
- Identify opportunities and work with Product to design and implement self-service tools and automated solutions to minimize the need for customer contacts.
- Establish key performance indicators (KPIs) and metrics to measure the success of contact reduction efforts.
- Lead root cause analysis projects to address recurring customer issues and implement long-term solutions.
- Manage multiple high-impact projects simultaneously, ensuring timely delivery and quality results.
- Develop and maintain relationships with key stakeholders across the organization to drive contact reduction initiatives.
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
- 5+ years of developing program strategies and plans, diving execution, and influencing senior stakeholders experience
- 5+ years of experience in Customer Service, Support or Customer Success
- Experience in defining defect reduction programs in Customer Service, with measurable results.
- 5+ years of experience driving improvements cross functionally with Product, Tech, and Operations.
PREFERRED QUALIFICATIONS
- Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field
- 3+ years of Automotive industry experience
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.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
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.