Description
At Amazon, our mission is to be the world's most customer-centric company. To achieve this, we're seeking exceptionally talented, bright, and driven individuals to join our team, Amazon Business Customer Service.
We are looking for a seasoned, high-performing Principal Program Manager to take on the role of program management of Priority Servicing within our Worldwide Amazon Business Customer Service Operations group. Amazon Business provides procurement services to millions of business customers globally. Customer service plays a crucial role in the success of Amazon Business by providing support to the business customers in helping them in their procurement process from finding the right products to resolving any issues that may arise. By delivering best-in-class service, the customer service team indirectly contributes to the growth of the Amazon Business.
In the Principal Program Manager, Priority Servicing role, you will spearhead high-impact programs, collaborate with cross-functional teams focused on enhancing the customer experience within and outside Amazon Business Customer Service. Specifically, you will identify unique servicing needs of Business customers, design service strategy and mitigate issues that lead to poor customer experiences, while also driving business profitability through initiatives with measurable downstream impact on the business.
The ideal candidate will possess exceptional analytical capabilities, sound judgement, and strategic thinking skills. You'll need to deftly balance customer satisfaction with financial objectives, making data-driven decisions that tangibly improve our operations. This role also requires the ability to effectively partner with leaders and teams across business, financial, and technical functions - both locally and globally.
Key job responsibilities
Strategic Leadership:
Develop and own the strategic vision and roadmap for high-impact, cross-functional programs that drive significant business outcomes
Serve as a trusted advisor to senior stakeholders, providing strategic guidance and recommendations to address complex challenges
Anticipate emerging business needs and industry trends, proactively proposing innovative solutions
Program Delivery and Execution:
Lead the end-to-end delivery of large-scale, mission-critical programs, ensuring alignment with business objectives and successful outcomes
Engage with global teams of program managers, subject matter experts, and stakeholders to coordinate complex interdependencies
Implement robust program and project management frameworks to drive accountability, mitigate risks, and deliver against timelines
Analytical Rigor and Decision-Making:
Apply advanced analytical and critical thinking skills to deeply understand business challenges and identify data-driven solutions
Utilize financial and operational metrics to assess program performance, quantify business impact, and make impactful recommendations
Navigate ambiguity and make tough decisions, balancing multiple stakeholder needs and prioritizing initiatives with the highest strategic value
Cross-Organizational Collaboration:
Build strong working relationships and influence key stakeholders across business, operations, and technical functions
Effectively communicate complex information and recommendations to leadership, gaining buy-in and aligning on priorities
Foster a culture of continuous improvement, proactively identifying opportunities to optimize processes and drive innovation
A day in the life
You will work closely with senior leaders across cross-functional stakeholder teams within Amazon to drive collaboration and influence them to prioritize projects, meet objects and adhere to business plans towards shared objectives.
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!
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:
Medical, Dental, and Vision Coverage
Maternity and Parental Leave Options
Paid Time Off (PTO)
401(k) Plan
About the team
Amazon Business is one of Amazon's fastest growing businesses, focused on enabling business customers to research, discover and buy business, industrial and scientific products in large catalogs. Our customers include individual professionals, businesses and institutions that buy products in individual or bulk quantities to run their business smoothly. Business customers have different and more complex needs than the traditional Amazon customer base.
Basic Qualifications
10+ years of working cross functionally with tech and non-tech teams experience
7+ years of program or project management experience
7+ years of managing, analyzing and communicating results to senior leadership experience
Bachelor's degree
Experience implementing repeatable processes and driving automation or standardization
Experience defining program requirements and using data and metrics to determine improvements
Preferred Qualifications
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. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $124,900/year in our lowest geographic market up to $206,500/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.
