Senior Content Experience Program Manager, Customer Service Stores Solutions
DESCRIPTION
At Amazon, we're working to be the most customer-centric company on Earth. Customer Service (CS) is at the heart of what we do. Are you interested in shaping the future of Amazon Customer Service globally and driving strategic initiatives that shape the future of support for our employees and customers?
As a Senior Content Experience Program Manager in Customer Service Stores Solution (CS3) team, you will be an owner of the content experience for internal and external facing CS products. You will help guide strategic planning, management, and delivery of high-visibility complex transformation programs for content, impacting thousands of CS Associates and millions of customers annually.
Key job responsibilities
You will lead and coordinate cross-functional teams, including product managers, designers, researchers, and subject matter experts - to create compelling and user-centric content experiences across various platforms.
You will be a problem solver and relationship builder supporting a team in delivering strategic programs that impact multiple product spaces.
In this role you will:
* Use program/project management methodologies to guide planning, scoping, and delivery of projects on time, within budget, and to a high standard, ensuring they meet the requirements of the business
* Apply expertise in user-centred design approaches to initiate and deliver projects resulting in intuitive and accessible content experiences that meet customer needs and exceed expectations
* Drive alignment across global, cross-functional stakeholders and partners; lead difficult conversations to solutions and decisions
* Anticipate and make trade-offs; balance customer needs, business requirements and technical constraints
* Initiate and coordinate workshops that drive alignment on requirements and success criteria, solution design decisions, and other areas of cross-functional alignment.
* Ensure communications, change management, and training are part of each program; support teams in developing operation/sustainment plans and reusing where possible
* Support management of vendor relationships including navigating Amazon's onboarding and payment processes
About the team
This role is highly embedded within the Customer Service Content Experience team, working alongside UX Research, Data Insights, Project Managers, and Content Strategists, Designers, and Developers to deliver user centred content development projects. You'll connect and enable this team, as well as members of the wider editorial function within Customer Service to align, collaborate and deliver work. We are globally distributed, with teams across Europe, the Americas, APAC, and the Middle East.
BASIC QUALIFICATIONS
- Experience using data and metrics to determine and drive improvements
- Experience owning program strategy, end to end delivery, and communicating results to senior leadership
- Experience in program or project management
- Bachelor's degree
- Experience working with user centred design teams, ideally in a facilitation role like delivery manager, product manager or operations leader for one of the specialisms
PREFERRED QUALIFICATIONS
- Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field
- Experience leading process improvements
- Experience working cross functionally with tech and non-tech teams
- Confident presenter, facilitator, and collaborator, with experience working in a cross-functional landscape and overcoming barriers to drive results
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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.
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