Job summaryAmazon revolutionized customer service, now we are changing what customers expect from technical support.
We are Device, Digital and Alexa Support (D2AS), and we're responsible for the Customer Service operations and tech support for all Amazon Devices & Services and Digital.
In this role you'll be leading the device product and support experience for Devices & Services ... You will advocate for the customer to improve the product and support experience and influence the product and feature roadmap impacting millions of customers.
Key job responsibilitiesAre you someone who cares about customer experience, and wants to be involved in delivering innovative support experiences for customers of Amazon's devices and digital products? Then we're looking for you!We are seeking an experienced Senior Program Manager to join the Device, Digital and Alexa Support (D2AS) Team.
You will be responsible for driving high-visibility programs that directly impact the customer experience globally.
You will own and execute complex projects and programs, and will be seen as a thought leader and innovator withinIn this role you'll be driving programs and activities in Customer Service for Amazon Devices & Services.
You will advocate for the customer, work with the business to resolve areas of customer friction, and influence the product and feature roadmap for millions of customers.
You must have a collaborative work style, an innovative mindset, and an unparalleled work ethic.
You have an excellent record of complex project and program delivery, from conception and design through implementation, measurement, closure and handover.
Your responsibilities will include:
o Be a singular owner of the program, managing all aspects of stakeholder engagement and deliverables from inception to launch, as well as the overall program's strategy and roadmap.
o Define business and systems requirements working with internal and external customers.
o Define and execute the project plan from design to release, securing resources, and managing implementation.
o Clearly communicate goals, roles, responsibilities, and desired outcomes.
o Liaise with all departments to ensure relevant areas are engaged in time to develop deliverables within their area to support project deliverables.
Support partner teams to refine processes and increase efficiency in line with program objectives.
o Make appropriate tradeoffs to optimize time-to-market in consultation with stakeholders.
o Manage multiple internal and external, cross functional and remote stakeholders.
o Develop change processes associated with program rollout and ongoing support.
o Track delivery against program objectives and implement proposals to improve program services and efficiencies.
o Scale existing programs to expand coverage of existing services or programs to additional domestic and international locations.
o Ideate and drive strategic change across the broader D2AS team.
A day in the life Build relationships with stakeholders, understand their priorities and support while continuing to advocate for the customer and improving the device, device software and technical support experience.
Identify new opportunities to improve the device, software and support experience.
Assess and prioritize opportunities based on strategic goals, business needs and customer value.
Work collaboratively across the Device Support team to share insights, best practices, and discoveries to elevate the work of the team on behalf of the business and our customers.
Monitor progress against goals:
anticipate risks, resolve issues, and implement proposals to improve program services and efficiency.
About the teamWe are Device, Digital and Alexa Support (D2AS), and we're responsible for the Customer Service operations and product experience for all Amazon Devices and Digital services, from the Kindle and Echo, to Amazon Music and Prime Video.
The Device Support team owns the entire Amazon Devices & Services portfolio, including Alexa, the Smart Home category, and also provides some support to our owned brands of Ring, Blink, and eero.
.
Estimated Salary: $20 to $28 per hour based on qualifications
