Senior Program Manager – Amazon Remote Jobs

Job Type: Senior Program Manager from home
Location: California work from home
Company: Amazon

Amazon changed the way people think about customer service, and now we’re changing what people expect from technical support. We’re called Device, Digital, and Alexa Support (D2AS), and we’re in charge of Customer Service and technical support for all Amazon devices, services, and digital products.

Do you want to give our Prime Video customers the best customer service in the world? Are you a manager with a lot of experience and a passion for making great Amazonians?

In this job, you’ll be in charge of Prime Video’s Live Events Launch Manager team.

You will advocate for the customer to improve the product and support experience and work with the Prime Video Live Events business and other teams to make sure launches are of the highest quality.

Responsibilities:

Do you want to give our Prime Video customers the best customer service in the world? Do you have a lot of experience managing people and a strong desire to help them grow?

The Device, Digital, and Alexa Support (D2AS) Team is looking for an experienced Senior Program Manager. In this job, you’ll be in charge of Prime Video’s Launch Management team in Customer Service for Amazon Digital Services.

You must be able to work well with others, be open to new ideas, and have a work ethic that is unmatched. You have a great track record of delivering complex projects and programs, from planning and design to implementation, measurement, closing, and handover. Among your duties, you will have to:

• Leading a group of launch managers who are good at their jobs.
• Take full responsibility for your programs. From the beginning to the end, you should be in charge of all aspects of stakeholder engagement and deliverables, as well as the overall strategy and roadmap for the program.
• Work with internal and external customers to define business and system needs.
• Define and carry out the project plan from design to release, including getting resources and managing implementation.
• Make sure everyone knows the goals, roles, responsibilities, and results you want.
• Communicate with all departments to make sure that the right people are involved in time to create deliverables in their area that will help the project deliverables. Help partner teams improve processes and make them more efficient in line with the goals of the program.
• Make the right trade-offs with stakeholders to get the best time-to-market results.
• Handle multiple internal and external, cross-functional, and remote stakeholders.
• Come up with change management plans for program rollout and ongoing support.
• Keep track of how well the program is meeting its goals and use suggestions to improve services and make the program run more smoothly.
• Increase the size of existing programs to bring services or programs to more places in the United States and around the world.
• Come up with ideas and lead strategic changes for the whole D2AS team.

What a day is like

Build relationships with stakeholders and learn about their priorities and support while continuing to advocate for the customer and improve the device, device software, and technical support experience.

Find new ways to improve the Digital product space, the support experience, and the ways things are done. Assess opportunities and put them in order of importance based on strategic goals, business needs, and the value to the customer.

Work together with the rest of the Digital Services Support team to share ideas, best practices, and new discoveries that will make the team’s work better for the business and our customers.

Track how well goals are being met, plan for risks, solve problems, and put plans into action to improve program services and efficiency.

How the team works

We are Device, Digital, and Alexa Support (D2AS), and we are in charge of Customer Service and the product experience for all Amazon devices and digital services, from the Kindle and Echo to Amazon Music and Prime Video.

The Device, Digital, and Alexa Support team owns the entire Amazon Devices & Services portfolio, which includes Prime Video, Amazon Music, Kindle Digital Content, Devices, Alexa, the Smart Home category, and some support for our owned brands Ring, Blink, and eero.

Requirements:

BASIC QUALIFICATIONS

• 5 or more years of experience running programs or projects and using data and metrics to drive improvements.
• Experience owning program strategy, seeing it through from start to finish, and telling senior leadership about the results.
• 5 or more years of experience running programs or projects
• Experience using data and metrics to figure out how to improve things and make them happen
• Experience owning program strategy, seeing it through from start to finish, and telling senior leadership about the results.

PREFERRED QUALIFICATIONS

• 2+ years of experience making process improvements
• Master’s degree or MBA in business, operations, human resources, adult education, organizational development, instructional design, or a related field.