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
Bachelor's degree
Deep understanding of content, learning and localization products and processes

The Amazon Business Customer Service (ABCS) team is looking for an experienced Senior Program Manager with a deep level of expertise in knowledge products (internal and external facing content, and learning). The Senior Program Manager will play a critical role in supporting new strategic initiatives that will revolutionize our customer service offerings. As a result, our knowledge product will need to evolve to support our new business vision.

This role will oversee our most strategic and forward-looking initiatives, understand the direction of the change, identify what areas will be impacted, and create strategic plans for the Knowledge team. This role will assess the impact to existing knowledge products or when new products are required. This role will create comprehensive plans, including effort, risks, cost, and funding models. This role will act as an advocate for the Knowledge team, create strategic support plans, and liaise across teams for alignment and execution.

Key job responsibilities

Serve as a thought leader who displays an uncompromising passion knowledge products that reduce user effort and improve effectiveness.
Advocate for long term benefits and high-quality outputs, resolving gaps upstream with a cutting-edge vision.
Assert strong leadership skills and build partnerships to influence in a cross-functional environment.
Identify opportunities and gain support through well-reasoned and data-driven proposals.

A day in the life
This role is a critical member of the Knowledge leadership team in ABCS and will report directly to the Senior Manager, Amazon Business Customer Service Knowledge. While this role is an individual contributor, they will represent and advocate for the entire Knowledge organization (35+ employees worldwide), which is a multi-functional team including Content Experience, Content Tools and Systems, Translation and Localization, and Learning Experience (including Learning Delivery and Instructional Design).

We operate in a centralized and global model, country and language agnostic. In the Knowledge organization we are very invested in creating multicultural, diverse, and inclusive environments. We organize engagement activities and try to have fun. We celebrate failure as the best way to push us further.

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!

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

About the team
Amazon Business is one of Amazon’s fastest growing new initiatives, providing business customers with the pricing, selection and convenience of Amazon, with features and benefits designed for businesses of all sizes. We are obsessed with our customers and in Customer Service, we make their experience delightful. We identify and drive business centric solutions by solving complex technical problems with ingenuity and simplicity, always seeking automation and we love to innovate. We’re making history and the good news is that we’ve only just begun!

2+ years of delivering cross functional projects experience
Master's degree, or Master's degree in business, operations, human resources, adult education, organizational development, instructional design or related field

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.

Amazon.com Services LLC - A57

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Senior Program Manager, Amazon Business Customer Service