The Job

Program Manager II, Service Delivery Standard Work

Logistik, försäljning och verksamhet · Programledning

Gå med för uppdateringar

I korthet

Amazon is seeking a Program Manager II to lead the Service Delivery organization’s associate empowerment team. This role focuses on owning the programmatic charter for associate-facing product roadmaps and strategy, partnering with tech teams to improve tooling, and testing AI capabilities within one of the world's largest customer service operations. The ideal candidate has strong program management skills, business acumen, and associate empathy, with a track record of delivering programs in operational or technical environments.

Ansvarsområden

  • Own the programmatic charter for Service Delivery for associate and frontline leader facing products.
  • Contribute to the creation of product requirements (PRFAQs, BRDs, user stories) by working backward from associates’ needs for new launches and existing experience improvements.
  • Collaborate with Tech to create operational plans, roadmaps, and vision docs for AC3 and Inspire.
  • Own user acceptance testing (UAT) and incubation management.
  • Define and own success metrics and KPIs; use data to measure launch success and ongoing experience health, informing roadmap prioritization.
  • Drive frameworks and mechanisms on AC3 bug/issue management & resolution.
  • Evaluate existing associate experiences using data and Voice of the Associate (VoA) insights to identify gaps, define improvement opportunities, and prioritize investments.
  • Partner with Tech, UX design, data science, and operations teams to deliver product features from concept through launch and iteration.
  • Create frameworks to help Tech stakeholders raise the bar on the associate experience.
  • Influence and align senior leadership and cross-functional stakeholders on product direction through compelling narratives and data-driven recommendations.

Krav

  • 3+ years of program or project management experience.
  • 3+ years of working cross functionally with tech and non-tech teams experience.
  • 3+ years of delivering cross functional projects experience.
  • Experience defining program requirements and using data and metrics to determine improvements.
  • Experience delivering cross functional projects.
  • Experience working cross functionally with tech and non-tech teams.
  • Experience with product and feature delivery, including testing and change management.

Önskade kvalifikationer

  • Experience implementing repeatable processes and driving automation or standardization.
  • Experience owning technology products.
  • Experience influencing leadership through data-driven insights.

Förmåner

  • Inclusive culture that empowers Amazonians to deliver the best results for our customers.
  • Support for individuals with disabilities during the application and hiring process, including interview or onboarding support, available via https://amazon.jobs/content/en/how-we-hire/accommodations.
#Program Management#Service Delivery#Associate Empowerment#Product Roadmaps#Tech Teams#Tooling#AI Capabilities#Customer Service Operations#Product Requirements#Engineering#Operations#User Acceptance Testing#Key Performance Indicators (KPIs)#Data Analysis#Process Improvement#Automation#Standardization#Leadership Influence#Cross-functional Teams#Hyderabad
Amazon Logo

Företag

Amazon

Publicerade jobb

för 11 timmar sedan

Anställningstyp

Heltid

Arbetsform

På plats

Erfarenhetsnivå

Mellannivå

Platser

Hyderabad, India

Sökande

Ansök tidigt