Description

Amazon Customer Service (CS) is seeking a self-driven Senior Program Manager to set the strategy for organizational and operational excellence initiatives focused on headcount management and reporting.

If you are a data obsessed individual, that thrives diving into details, and indexes high on ownership - this could be a perfect match.

In this role, you will own org-wide headcount management for Amazon CS via Roster, a central Amazon tool to track headcount. This includes onboarding the CS organization onto Roster, developing headcount management mechanisms, and leading change management across the org. You will set and manage a roadmap of initiatives, driving end-to-end program management of projects that aim to improve both headcount management and reporting for the organization.

This is a high visibility role that requires close partnership with CS senior leaders to understand their priorities. You'll have the opportunity to flex your ability to earn trust by building mechanisms that inform strategic discussions on where CS resources should be invested to drive the greatest customer experience improvements.

Key job responsibilities

• Own the end-to-end program management of initiatives that improve HC management practices

• Lead regular strategic and tactical discussions with the CS senior leaders and stakeholders on the staffing plan across CS to inform resource investments

• Owner and central org-wide point of contact for Roster

• Own reporting and documentation for weekly, monthly, and/or quarterly business reviews

• Partner and build strong relationships with CS Finance to analyze HC trends that inform accurate forecasts

• Partner and build strong relationships with CS Talent Acquisition to understand hiring needs and optimize workflows

• Identify and drive improvements to headcount management tooling and resources, and advocate on behalf of CS for future tech enhancements

• Develop and own org-wide standard operating procedures

About the team

This role sits on an Operational Excellence team spanning two organizations that support senior leaders for all processes related to Amazon's operating calendar and general business operations. This role is specific to Customer Service.

We're a small, but mighty team, with a mission to create self-sustaining business-critical processes. To do this, we 1) manage the process for various org-wide initiatives (e.g., goal setting, operational planning, headcount management, etc.); 2) drive continuous improvement to those processes (sometimes through automation/tooling); and 3) drives improvement to general operations (e.g., standardization through SOPs, developing new mechanisms, etc.).

Basic Qualifications

• 5+ years of program or project management experience

• Experience owning program strategy, end to end delivery, and communicating results to senior leadership

• Knowledge of Excel at an intermediate level (e.g., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, etc.)

• Experience using data and metrics to determine and drive improvements

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

• Experience working cross functionally with tech and non-tech teams

• Exceptional writing skills, with the ability to articulate a clear point of view on complicated issues in crisp, concise communications

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.