Are you passionate about creating exceptional customer experiences at scale? We're building a new team to transform how we communicate with and support employees using our products, and we're looking for a strategic leader to build and lead this team from the ground up.
As the Senior Program Manager, you'll own these customer engagements for products serving millions of employees globally, impacting billions in operational spend. You'll establish standards, build scalable processes, and leverage technology—automation and GenAI—to deliver world-class customer experiences. This is a unique opportunity to evolve customer experience across multiple domains for Amazonians.
To be successful in this role, you'll need to think big, see beyond immediate challenges to envision scalable solutions, stay highly organized across multiple priorities, work autonomously with minimal guidance, and drive your team toward strategic outcomes that deliver exceptional customer experiences.
Key job responsibilities
Define team strategy and success metrics to achieve customer satisfaction targets and operational excellence
Develop capacity planning and resource allocation strategies across multiple products and time zones
Create scaling plans that reduce operational headcount through automation and GenAI
Drive technology adoption including AI-powered support experiences and self-service capabilities
Partner cross-functionally with Customer Experience, Product, Engineering, and Operations teams
Lead and develop a global team, building career development pathways and fostering operational excellence
Establish programmatic infrastructure including communications cadences, processes, and governance frameworks
About the team
The Global Payroll and Procurement Products team builds solutions that enable Amazonians to get paid and buy what they need for work. Our mission is to create products that millions of employees rely on daily, impacting billions in operational spend. We're a customer-obsessed team focused on delivering exceptional experiences, with speed, across procurement and payroll.
BASIC QUALIFICATIONS
- Bachelor's degree
- Experience leading and collaborating with a large cross-functional team
- Experience in written and oral communication, including the ability to communicate with all levels in the organization (technical, business, executive)
- Experience in direct customer support
- Speak, write, and read fluently in English, and have the ability to take direction in English
PREFERRED QUALIFICATIONS
- Master of Business Administration, or Associate's degree or above
- Experience leading prioritization of tasks, team scheduling, time management, and meeting deadlines
- Experience demonstrating strong analytical abilities and confidence in the use of data