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Sr. Program Manager, Customer Service - Job Opportunity at Amazon.com Services LLC

Nashville, United States
Full-time
Senior
Posted: March 23, 2025
On-site
USD 120,000 - 160,000 per year based on location and scope of responsibility

Benefits

Comprehensive medical insurance with competitive coverage
Premium dental plan with preventive care focus
Vision insurance with hardware allowances
Industry-leading parental leave policies
Flexible PTO policy aligned with work-life balance
401(k) with company matching

Key Responsibilities

Lead strategic Voice of Customer (VoC) initiatives to drive service improvements and innovation
Develop and execute cross-functional programs for concessions reduction and abuse mitigation
Design and implement data-driven decision frameworks for customer service optimization
Manage complex technical implementation projects for AI and automation solutions
Drive organizational transformation through process improvement and change management
Build and maintain strategic partnerships across business units to ensure aligned execution
Lead root cause analysis and defect prevention initiatives

Requirements

Education

Master's degree preferred

Experience

5+ years of program or project management experience

Required Skills

Data analysis and metrics-driven decision making Program strategy development Stakeholder management Exceptional written and verbal communication Process improvement Strategic planning Problem-solving Root cause analysis Agile methodologies Influence leadership Self-motivation Excel proficiency

Certifications

PMP preferred
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Industry Trends

Customer service operations are rapidly shifting towards AI-augmented support systems, requiring program managers to balance automation with human touch points Growing focus on fraud prevention and concessions optimization in e-commerce customer service Increasing emphasis on data-driven decision making and predictive analytics in service delivery

Role Significance

Typically leads virtual teams of 10-15 cross-functional stakeholders while maintaining matrix relationships across multiple business units
Senior strategic position with direct impact on customer experience and operational efficiency

Key Projects

Customer service automation and AI implementation Process optimization and efficiency programs Voice of Customer program development Quality management system implementation Change management initiatives

Success Factors

Strong ability to influence without direct authority Balance between strategic vision and tactical execution Deep understanding of customer service operations and technology Excellence in stakeholder management and communication Proven track record in driving organizational change

Market Demand

High demand with growing emphasis on technical program management skills in customer service transformation

Important Skills

Critical Skills

Project management with emphasis on complex stakeholder environments Data analysis and metrics-driven decision making Change management and organizational transformation Strategic thinking with tactical execution capability

Beneficial Skills

AI and automation technology understanding Six Sigma or lean methodology expertise Experience with e-commerce platforms Knowledge of fraud prevention and risk management

Unique Aspects

Rare opportunity to drive customer service innovation at global scale
Direct involvement in cutting-edge AI and automation initiatives
Significant influence on customer experience strategy for Amazon Business

Career Growth

Typical progression to director level within 3-5 years with demonstrated success in large-scale initiatives

Potential Next Roles

Director of Customer Experience Head of Service Operations Senior Director of Program Management VP of Customer Service

Company Overview

Amazon.com Services LLC

Amazon maintains its position as a global leader in e-commerce and customer service innovation, consistently setting industry standards for customer-centric operations

Industry leader with significant resources and investment in customer service technology and innovation
Strong presence in Nashville with growing technical and operational capabilities
Fast-paced, data-driven environment with high emphasis on ownership and innovation
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