Description

We are seeking a Sr. Manager to lead the AMXL Service Strategy and Expansion team for the NA Services Program. This role will guide and define the focus and effort of a team of Project and Program Managers to improve and expand the Service offerings catalog across North America. The Sr. Manager will own setting the direction of the program's short, mid, and long-term roadmap for expansion, quality, and scalability.

The Sr. Manager balances technical system coordination, strategic goals, and project management tenets to drive program growth and expansion. This role requires the ability to influence diverse stakeholder teams, fostering alignment, ownership, and accountability for cross-functional strategies and change management.

The ideal candidate will have experience navigating complex problems using project management tenets, working with both internal Amazon teams and external business partners. They should be adept at collaborating across Operations, Technical systems, Supply Chain, Finance, and other departments to ensure efficient and consistent delivery of program goals.

The Sr. Manager will align their team's focus and effort across clear priorities, set earnest goals, communicate frequently with stakeholders, and advocate for investment to expand and simplify the service offering.

Key job responsibilities

• Lead a team of Program and Project Managers and set their direction and priorities

• Own and develop plans to improve specific goals for growth, cost and/or quality metrics specific to Services

• Own and oversee the health and quality of the Service Program, identify opportunities, and adjust team efforts and priorities to maximize impact

• Represent the Service Program, it’s capabilities and inter-dependencies with supporting teams in Leadership and prioritization meetings

• Ensure consistent communication to broader internal/external stakeholder teams

About the team

The AMXL Customer Experience Strategy and Services team has a 360-degree approach to continuously advocating for, and driving improvements on behalf of our customers;

1) Eliminate – detect, solution, and resolve customer-impacting issues upstream by providing relevant and timely insights for operations teams, transportation teams, and product development cycle as seen by downstream events,

2) Automate – continuously assess and identify opportunities to provide automated, self-service solutions for our customers when and where needed, and

3) Optimize – when a customer does have the need to contact CS for support, optimize the experience by ensuring AMXL stakeholders have the tools, resources, policies and protocol to deliver a perfect customer experience.

Basic Qualifications

• 7+ years of team management experience

• Experience defining program requirements and using data and metrics to drive improvements

• Knowledge of Microsoft Excel (macros, pivots, lookups) at an advanced level

• Experience delivering cross functional projects

Preferred Qualifications

• Experience implementing repeatable processes and driving automation or standardization

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.

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 $136,200/year in our lowest geographic market up to $225,200/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.