Job Description
DESCRIPTION
The mission of the Amazon gift card team is to inspire people around the globe to gift or transact with confidence. We own global products and features that aim to delight customers throughout the lifecycle of the gift card experience from shopping for, purchasing and sending as a gift, to receiving and spending on Amazon. Our products are designed to drive incremental sales for Amazon by introducing new customers to our store and incentivizing existing customers to return to the Earth’s most customer-centric company. Our customers span consumers to commercial enterprises, nonprofits, and government organizations. Our product team maintains the experiences and defines the innovations to address customer needs for this diverse range of Amazon customers around the world.
Our team is seeking a customer obsessed and highly organized program manager to own strategic programs with immediate customer facing impact across our worldwide footprint. We are looking for candidates with a track record of thoughtful, data driven questioning and decisionmaking; a self-starter that independently drives problems and challenges to closure; an efficient communicator that can drive clarity across technical and non-technical topics facilitates “looking around corners” by a larger team; a structured leader adept at program management mechanisms to ensure on time delivery through a large matrixed organization; and an owner with strong judgement on stakeholder management. This role is inherently cross-functional, cross-org, and cross-geographies. This leader will work closely with engineering, design, analytics & science, product, marketing, business, operations, and legal. Your stakeholders will span all Amazon locales. You will work with multiple central Amazon teams (e.g. Discovery, Catalogue, Promotions, Search, Personalization).
Key job responsibilities
* Owning end-to-end programs, primarily front-end customer facing with immediate measurable impact on CX and business performance.
* You will manage multiple workstreams in parallel across a range of scale and complexity.
* Conducting independent deep dives across customer experience, behavior analytics, primary research, internal SOPs & tools, and cross-org processes to define scalable and resource efficient mechanisms and solutions to address customer needs
* Defining appropriate input metrics and goals to measure and track program success
* Monitor overall progress across workstreams, anticipate risks, resolve issues (e.g. negotiate tradeoffs and navigate dependencies), and initiate corrections and mitigations as appropriate
* Making prioritization and tradeoff decisions based on CX and program goals
* Communicate progress through recurring mechanisms, distilling complexities efficiently and effectively to ensure timely and appropriate stakeholder visibility
* Develop centralized solutions (e.g. SOPs, Cedric personas) for program improvement efforts across programs
BASIC QUALIFICATIONS
- 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
Job Tags
Full time, Immediate start, Worldwide,