Device, Digital & Alexa (D2AS) organization within Customer Service (CS) is seeking a Program Manager for the Devices & Services Support (DSS) team. In this role, you will be leading high impacting FireTV/Appstore Launches
We are looking for a candidate with a strong program management skill set and a record of owning and executing complex, strategic, cross-functional projects, that require collaboration across various technical and non-technical functions.
The successful candidate will be a key member of the D2AS Program Management team, which is responsible and accountable for driving high-visibility programs that directly impact the customer experience globally. The ideal candidate will own and execute complex programs, and will be seen as a thought innovator within the organization.
The role requires exceptional written and verbal communication skills, facilitation skills, and the ability to collaborate across multiple teams. You will advocate for the customer, work with the business to resolve areas of customer friction, and influence the product and feature roadmap for millions of customers.
We at D2AS strive to make digital experiences effortless for customers. Our goal is to anticipate, evaluate, prevent, and eliminate any effort required from customers. We achieve this by setting the strategy for digital support and accelerating the delivery of seamless support experiences across Amazon's digital products.
Our team combines strategic thinking, technology expertise, and customer experience best practices. This ensures customers can easily get the most value from Amazon's digital offerings. We focus on providing the right support at the right time, tailored to each customer's needs. By eliminating friction and making support effortless, we enhance the overall customer experience.
Key job responsibilities
- Singular owner of your programs, managing all aspects of stakeholder engagement and deliverables from inception to launch and through sustainment, and the overall program’s strategy and roadmap.
- Define business requirements working with internal stakeholders.
- Define and execute the project plan from design to release, securing resources, and managing implementation.
- Clearly communicate goals, roles, responsibilities, and desired outcomes.
- Liaise with all departments to ensure relevant teams are engaged on time to support project deliverables. Support partner teams to refine processes and increase their efficiency.
- Make appropriate tradeoffs to optimize time-to-market in consultation with stakeholders.
- Manage multiple internal and external, cross functional and remote stakeholders.
- Develop change processes associated with program rollout and ongoing support.
- Track delivery against program objectives and implement proposals to improve programs/services and efficiencies.
- Scale existing programs to expand coverage to additional marketplaces.
- Ideate and drive strategic changes across the broader D2AS team.
A day in the life
We thrive on solving challenging problems to innovate for our customers. By pushing the boundaries of technology, we create unparalleled experiences that enable us to rapidly adapt in a dynamic environment.
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!
Benefits Summary:
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:
1. Medical, Dental, and Vision Coverage
2. Maternity and Parental Leave Options
3. Paid Time Off (PTO)
4. 401(k) Plan- 3+ years of program or project management experience
- 3+ years of defining and implementing process improvement initiatives using data and metrics experience
- Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL
- Experience using data and metrics to determine and drive improvements
- Experience working cross functionally with tech and non-tech teams- 3+ years of driving end to end delivery, and communicating results to senior leadership experience
- 3+ years of driving process improvements experience
- Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
- Experience building processes, project management, and schedules
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, 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 $66,800/year in our lowest geographic market up to $142,800/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.
