Sr. Program Manager, JWO Customer Support

As part of the AWS Solutions organization, we have a vision to provide business applications, leveraging Amazon’s unique experience and expertise, that are used by millions of companies worldwide to manage day-to-day operations. We will accomplish this by accelerating our customers’ businesses through delivery of intuitive and differentiated technology solutions that solve enduring business challenges. We blend vision with curiosity and Amazon’s real-world experience to build opinionated, turnkey solutions. Where customers prefer to buy over build, we become their trusted partner with solutions that are no-brainers to buy and easy to use.

Are you inspired by building new businesses? Do you love cutting-edge technology? Do you have a passion for working backwards from customer needs to design an operation? Do you love designing mechanisms to solve problems in simpler, more effective ways? Do you want to help scale Earth’s most customer-centric retail technologies? If so, this position may be for you.

Amazon’s Just Walk Out technology inventions are changing the way shoppers engage with physical stores of various types and sizes around the globe. This team ensures Customers are satisfied with their investment in Amazon’s technology through issue resolution and prevention. We’re looking for a Sr. Program Manager to help build operational processes and technology requirements for the third-party physical retail Customer Support organization. This role is critical to scaling Customer Support within a high-growth and fast-paced organization, with the processes and tools built enabling Customer retention and growth. This role will help define Customer needs, working backwards from those needs to build operational structure, mechanisms for defect reduction, and enable faster issue resolution through self-service and seamless Customer Support interactions. This role will also help define requirements for technology which acts as the single source of truth for Customer engagements.


Key job responsibilities
1. Gain and maintain a thorough understanding of Just Walk Out and other technologies – know who we are and how we serve our customers
2. Develop and maintain a deep understanding of customer needs, behaviors, and potential issues within their experience
3. Create, track, and influence improvement within metrics for the Customer Support organization, including service levels, productivity, quality, and scaling metrics among others
4. Ensure the voice of the Customer reflects through all program-related work
5. Identify trends and themes in customer engagement data to see where larger issues need to be addressed; meet with product and service owners to discuss the data and determine how to reduce defects
6. Work with technology teams to improve monitoring/alarming and subsequent actions for proactive issue resolution; identify and develop business cases for Customer self-service workflows
7. Own regular reporting for Customer Support such as Flash reports, MBRs, QBRs, as well as ad hoc reporting; includes creation of dashboards and status updates
8. Work with technology product owners to build strategic and tactical requirements for Customer Support tools, ensuring fit-for-purpose features and functionality

About the team
Diverse Experiences
Amazon values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying.

Why AWS
Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating — that’s why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.

Work/Life Balance
We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why flexible work hours and arrangements are part of our culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve in the cloud.

Inclusive Team Culture
Here at AWS, it’s in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences, inspire us to never stop embracing our uniqueness.

Mentorship and Career Growth
We’re continuously raising our performance bar as we strive to become Earth’s Best Employer. That’s why you’ll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.