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Description

Are you passionate about driving exceptional customer experiences? Amazon's Subscribe & Save (SnS) team is seeking an experienced Sr. Program Manager to own the customer operations and experience for our auto-delivery program. This is a high-visibility, high-impact role that will work closely with key leaders across the organization to identify and resolve pain points, improve processes, and elevate the overall customer journey.

Amazon's SnS program aims to be the most trusted and valued auto-delivery service in the world. As the Sr. Program Manager for Customer Operations, you will be responsible for deeply understanding our customers' needs, pain points, and feedback to inform product decisions and drive meaningful improvements. You'll partner cross-functionally to implement processes that better capture, track, and respond to customer data, working to resolve "paper cuts" and tackle complex, end-to-end customer issues.

This role is a unique opportunity to make a tangible impact on the experiences of millions of SnS subscribers worldwide. If you're passionate about putting the customer first, thrive in ambiguous, fast-paced environments, and have a track record of driving customer-centric initiatives, we'd love to hear from you

Key job responsibilities

- Serve as the voice of the customer, deeply understanding pain points, escalations, and anecdotal feedback to inform product decisions and roadmap

- Develop and implement processes to better capture, track, and respond to customer feedback, escalations, and other operational data

- Partner with Customer Service, Product, and other cross-functional teams to identify and resolve "paper cuts" that impact the customer experience

- Lead projects to improve the end-to-end customer operations, including defining metrics, setting goals, and driving execution

- Provide robust, data-driven inputs to product teams to ensure the customer perspective is well-represented

- Collaborate with leaders in SnS, Consumer, and other teams to tackle complex, cross-functional customer issues

About the team

SnS is made up of passionate product managers, program managers, BIEs, UX designers, marketing managers, and engineers working together to build a world-class auto-delivery program for tens of millions of customers across the globe.

Basic Qualifications

- 5+ years of program or project management experience

- Experience using data and metrics to determine and drive improvements

- Experience owning program strategy, end to end delivery, and communicating results to senior leadership

- Demonstrated ability to thrive in ambiguous, fast-paced environments and deliver tangible results

- Strong analytical and problem-solving skills, with the ability to turn insights into actionable plans

- Results-oriented – ability to motivate, influence, and manage internal and external stakeholders

Preferred Qualifications

- 2+ years of driving process improvements experience

- Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field

- Excellent project management skills

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 $104,100/year in our lowest geographic market up to $185,000/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.