Job Information
Amazon Sr. Program Manager, Customer Obsession Learning in Seattle, Washington
Description
We are seeking a strategic, forward-thinking, and customer-obsessed Senior Program Manager to drive the development and execution of strategies for our Global Training Delivery group within the Customer Obsession Learning team.
The Senior Program Manager, Customer Obsession Learning is a high-impact role responsible for ensuring the successful delivery of training and development experiences that enhance the customer experience (CX) and drive business outcomes. You will serve as the key liaison between the Customer Obsession Learning team and cross-functional business partners, leveraging exceptional influencing skills to engage senior leaders, align priorities, and facilitate collaboration. Your role is to deploy impactful experiences that empower leaders to better serve customers and contribute to the company's success.
In this highly visible position, you will work closely with our Global Training Delivery group to develop a deep understanding of the organization's priorities, customer challenges, and Amazon's culture. This understanding will enable you to provide tailored solutions for Amazon Directors, Vice Presidents, and Senior Vice Presidents (SVP) that drive meaningful customer impacts. You will personally oversee the interactions Customer Obsession Learning has with select SVPs, ensuring the success of each engagement.
As a Senior Program Manager, you will define the strategy, performance metrics, and engagement models for our Global Training Delivery group. Your business partnership strategies will enable Customer Obsession Learning to successfully host over 300 high-impact tailored learning experiences for senior leaders each year.
The preferred role location is Seattle, with Nashville and Arlington as alternative options.
Key job responsibilities
Define the strategic vision, goals, and success metrics
Build and maintain strong, collaborative relationships with SVP-level leaders across the organization
Deeply understand the strategic goals, pain points, and CX of each supported business unit, including Customer Service
Translate complex business requirements into targeted learning and development initiatives that drive customer-centric behaviors and outcomes
Ensure flawless execution of all training experiences, anticipating and mitigating risks to deliver exceptional results
Identify opportunities to continuously improve the quality and relevance of offerings, aligning with evolving business needs
Serve as a trusted advisor, advocating for Customer Obsession Learning and championing its value in driving business performance and customer success
Regularly conduct presentations for Directors, Vice Presidents, and SVPs, providing concise summaries of data, action items, and participant feedback
Proactively follow up with senior leaders to ensure committed actions and accountabilities are being met, providing support and escalating blockers as needed
A day in the life
As a Senior Program Manager for Customer Obsession Learning, your day begins with a strategic review of the calendar and preparation for meetings with key stakeholders. You connect with the Global Training Delivery team to discuss the upcoming training schedule, identifying potential risks or issues that require attention.
Next, you prepare a concise report for the VP of Customer Service, providing an update on the co-created Customer Obsession Learning programs. You present data on the training's impact, highlighting improvements in customer satisfaction metrics, and seek feedback on areas for further enhancement.
Following the meeting, you reach out to the SVPs you support directly. You follow up on action items with their Technical Advisors, inquire about new priorities or challenges they face, and discuss how the Customer Obsession Learning team can better align its offerings to meet their needs. These conversations deepen your understanding of the business and identify emerging opportunities.
Next, you collaborate with trainers to finalize the talk-track for a new bespoke workshop for the CEO of Worldwide Amazon Stores. You provide input on the content, delivery methods, and measurement plan, ensuring the upcoming experience will resonate with and benefit your senior-level stakeholders. You guide the trainer through roadblocks and conflicting feedback from cross-functional partners.
Throughout the day, you stay connected with Training Coordinators and other business partners, responding to questions, providing guidance, and facilitating alignment. You ensure your strategy to host 300+ experiences is progressing as planned. You also carve out time for personal reflection, reviewing your goals and strategies to identify areas for continuous improvement or personal development.
As the day concludes, you prepare for a program review with the Customer Obsession Learning leadership team. Together, you discuss the program's progress, notable challenges or successes, and plan ahead.
About the team
The Customer Obsession Learning team is one of the longest-running culture-building programs at Amazon. We empower Amazonians to become more Customer Obsessed through unique learning experiences that positively impact our customers.
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
Experience in complex problem solving, and working in a tight schedule environment
Knowledge of Excel at an intermediate level (e.g., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, etc.)
Strong understanding of customer service organizations, front line operations, and the challenges faced by operational leaders
Excellent communication, presentation, and stakeholder management skills
Proven track record of driving cross-functional initiatives and delivering results
Preferred Qualifications
2+ years of driving process improvements experience
Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $104,100/year in our lowest geographic market up to $185,000/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.