Senior Program Manager, Amazon Customer Service

- Bachelor's degree or equivalent experience - 10+ years of program/project management experience - 5+ years of people management experience - Experience managing multiple complex programs simultaneously - Track record of successful stakeholder management at senior levels
At Amazon Customer Service, we're looking for an exceptional Senior Program Manager to lead and evolve our Call Center Management Services programs. In this role, you'll drive strategic initiatives that enhance operational excellence and employee experience across our global customer service organization. You'll partner with senior stakeholders to identify opportunities, develop scalable solutions, and deliver programs that support our growing workforce. Key job responsibilities Lead complex, cross-functional programs that improve call center operations and employee experience. Develop and execute strategic roadmaps aligned with organizational goals and priorities. Build and maintain strong partnerships with senior stakeholders across multiple organizations. Design and implement scalable processes and mechanisms that drive operational excellence Mentor and develop program managers while fostering a culture of innovation. Analyze program effectiveness through data-driven insights and metrics. Create and manage program governance frameworks to ensure successful deliver. A day in the life As a Senior Program Manager, you'll start your day reviewing program metrics and addressing any critical issues. You'll collaborate with stakeholders in different time zones, lead program reviews, and work with your team to remove obstacles to success. You'll balance strategic planning with hands-on problem-solving, mentor team members, and ensure programs stay on track. Throughout the day, you'll leverage data to make decisions and communicate progress to senior leadership. About the team Our Call Center Management Services team is dedicated to creating exceptional experiences for our employees, enabling them to better serve our customers. We develop and implement innovative solutions that enhance operational efficiency while fostering a supportive work environment. Our team collaborates across global locations to drive continuous improvement in how we manage and operate our customer service centers.