Program Manager, Customer Engagement Technology

Are you someone who cares about customer experience, and wants to be involved in delivering innovative support experiences for customers of Amazon's products? Then we're looking for you!
We are seeking an experienced Program Manager to join the Customer Engagement Technology (CET) Team. You will be responsible for driving high-visibility programs that directly impact the customer experience globally. You will own and execute complex projects and will be seen as a thought leader and innovator within the organization. In this role you will be a member of the Engineering Excellence program team, helping to drive towards our engineering goals and fostering community within our tech organization.
In this role, you must have a collaborative work style, an innovative mindset, and an unparalleled work ethic. You also have an excellent record of complex project and program delivery, from conception and design through implementation, measurement, closure and handover.
Key job responsibilities
- Be a singular owner of the project, managing all aspects of stakeholder engagement and deliverables from inception to launch.
- Collect business and systems requirements working with internal and external customers.
- 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 areas are engaged in time to develop deliverables within their area to support project deliverables.
- Consult with program leadership to make appropriate tradeoffs to optimize time-to-market delivery.
- 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 program services and efficiencies.
- Scale existing programs to expand coverage of existing services or programs to additional domestic and international locations.
We are open to hiring candidates to work out of one of the following locations:
Arlington, VA, USA | Austin, TX, USA | Cupertino, CA, USA | Seattle, WA, USA