Sr. Program Manager

Amazon’s Digital, Device and Alexa Support (D2AS) organization is seeking a Senior Program Manager to join the D2AS Device & Digital Command Center (D2C2) team.

The D2AS D2C2 team works on mitigating widespread customer-impacting issues through real-time crisis management and partners with multiple stakeholders to provide timely resolution for customers. Our approach to problems is entrepreneurial -- you will be challenged to invent, create and solve challenging problems as well as wear many hats and collaborate in an environment that’s more startup than big company.

You will need a strong ability to troubleshoot and triage processes and partner with stakeholders to come up with simple solutions.
Your primary goal will be to eliminate customer friction and help automate tools or create self-service options for customers to receive support with technical issues.

Successful candidates will be strong leaders who can prioritize well, communicate clearly, and have a consistent track record of partnering with engineers and leading teams that deliver results.
This role will partner with several internal Amazon teams to build out infrastructure, create new processes and metrics, and share best practices with similar teams across the company. You will monitor the health and maintenance of these programs and create positive friction to ensure these processes are adhered to as a global standard.

You will drive the creation and execution of strategies across teams, change management processes that impact the larger organization, and implement strong project management methodologies and approach to executing these deliverables.

Communication is especially important, as team members are expected to summarize complex issues and clearly describe actions and solutions to leaders.

Key job responsibilities
• You manage complex initiatives, delivering critical solutions, significant improvements, new mechanisms, or deprecating processes that are no longer needed. These efforts require you to work with multiple teams in and/or across organizations. You are accountable for the overall strategy & execution of a large program. Your program meets challenging business goals and/or shows measurable improvements in your customer’s experience, business or employee efficiency or execution, compliance adherence, financial or other metrics, etc.
• You understand the inter-dependencies of the business problems you help solve (e.g., aligned workflows, customer requirements, process limitations, legal or compliance requirements). You influence team priorities and business strategy through data-driven contributions.
• Advocate for project prioritization to achieve specific business goals. Secure the necessary resources, including personnel, budget, and travel. Champion program adoption to address deficiencies and remove roadblocks hindering successful project delivery. By taking these actions, you can drive positive outcomes for your customers and the business.
• You communicate ideas effectively, verbally and in writing, to a wide range of audiences including senior leaders. You partner successfully with customers, stakeholders, and engineering teams.
• You define clear goals and objectives. You proactively identify risks and bring them to the attention of your team and stakeholders with plans for mitigation before they become roadblocks.


A day in the life
As the Program Manager for D2C2 team, you will engage with multiple stakeholders from product, program and business teams and build trust and partnership on key areas. This includes building and maintaining new processes, influencing partner teams on the best way to identify and detect issues, and identifying the best tools, systems, and controls to measure the health of the program.
This role will advise senior leadership on emerging trends and partner with technology to create new mechanisms to protect customers and meet Amazon’s high standards for customer satisfaction.

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!

Benefits Summary:
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


About the team
This team is part of the Customer Trust organization. Customer Trust is a collection of back-office teams that identify and resolve the most egregious customer issues. The team is a group of collaborative, supportive, and positive people who work with each other to push the boundaries of what we can do on behalf of our customers. We leave our egos at the door, positively challenge ideas in a healthy way, and focus on the best way to enhance the customer experience and support a happy and healthy environment for ourselves and our employees.