Program Manager, HBS CSX, Heavy Bulky & Services Customer Experience

DescriptionThe team is responsible for the customer experience across a growing and strategic segment of products. From finding larger, more expensive products, to getting them delivered, to having them assembled or installed, this business involves the highest Customer expectations and operational complexity. We move quickly to bring about positive meaningful changes on behalf of our customers through partnerships across our operational, product and technology partners.We are looking for a customer obsessed and data driven candidate to improve the Customer experience, by leading strategic initiatives to reduce defects. This person will lead large scale programs with direct customer impact – this could include building strategies to reduce contacts, addressing areas creating concessions, to driving change across our operations network for our customers. They will work closely with multiple partners across our forward/reverse logistics teams, product teams, service partners and Customer Service operational teams.The ideal candidate will be highly skilled in working through complex changes in processes across multiple teams through their leadership. They will be adept with data with an analytical mindset to drive results in defect reduction. They will be comfortable in a fast-moving environment, and able to shift gears from driving process changes to tech product improvements. They will be Customer-obsessed, and able to combine Customer anecdotes with data to drive the right improvements. They should have strong influencing skills, able to drive large scale changes across multiple teams and engaging leaders at all levels.This team is responsible for improving the overall customer experience through contact and concession reduction across fulfillment channels. You will be responsible for driving process improvement across multiple teams with competing priorities. The candidate will be able to leverage data to prioritize initiatives and ensure they are focused on the right deliverables at the right time. You will obsess over the customer experience and ensure that experience is continuously improved across the network.Key job responsibilitiesLead program initiatives to drive positive change for customers.Balance priorities to ensure success in organizational goals.Organize inputs into roadmaps for internal and external partner teams.Drive accountability to partner team goals through mechanism creation.Create mechanisms for surfacing and eliminating defects at scale.Identify ways to improve the customer experience while balancing operational constraints.A day in the lifeAmazon offers a full range of benefits to 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:

Medical, Dental, and Vision Coverage

Maternity and Parental Leave Options

Paid Time Off (PTO)

401(k) Plan

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!About the teamThe Heavy Bulky & Services Team is on a mission to transform the Customer Experience for logistically challenging shipments and services. We are accomplishing this by enabling solutions for our Customers and Associates through creativity, collaboration and a passion for improving our processes every day.Basic Qualifications

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

Bachelor's degree

Preferred Qualifications

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 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. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.Pursuant to the Los Angeles Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.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.