Sr. Technical Program Manager, CET WW Concessions

Job Description

DESCRIPTION

Amazon.com is broadly recognized as number one in Customer Service in the US and abroad. At Amazon, we drive innovation and customer obsession into everything we do, and this is especially true in the Customer Engagement Technology (CET) department . We are at the forefront of customer experience, seeking to delight our customers in every interaction. We are among the world's largest customer service organizations, with tens of thousands of Customer Service Associates providing world-class support .

WW Concession, part of CET, develop and scale products and services that enable customers, CSAs, and Amazon employees to process concessions in an automated, secure and consistent way. Concessions are remediation issued to customers in response to a defect to rectify bad customer experiences and rebuild their trust. The product portfolio includes customer-facing experiences, automation products, policy system and concession issuance workflows at a global scale. We focus on robust architecture, world-class UX, and leverage our Big Data to drive insights and solutions through a myriad of applications.

We are looking for a talented and experienced Technical Program Manager who is excited to lead large cross-organizational projects and initiatives. In this role, you will work hands-on with engineering, leadership and Product Management teams to deliver results while fostering input and participation from all levels of the organization. You work on features that directly impact millions of Amazon customers. You will have the opportunity to provide direction to our businesses and guide the design of our systems based on realistic time lines and resource constraints. Success in this role requires you to think strategically. You will perform deep dive analytics on existing processes, identify where process and system improvements are needed, define the desired state solutions, and work through dependencies to establish key project milestones and business requirements. Join us and realize your potential for growth and development.

Key job responsibilities
The role requires you to be able to manage the overall software development life-cycle which includes the following responsibilities:

- Create, prioritize, communicate, manage, and execute roadmaps, project plans, and commitments.
- Report on status of development, quality, operations, and system performance to management.
- Work closely with engineers to architect and develop the best technical design and approach.
- Foster culture of continuous engineering improvement through feedback, and metrics.
- Partner with a diverse stakeholders to understand requirements, priorities, and processes.
- Propose and implement new projects or recommend system improvements.
- Have the obsession to drive a better customer experience through everything that we do here at Amazon.
- Bring innovative ideas to the table every day, in order to find better ways of accomplishing our customer objectives.
- Set clear, measurable quality goals for an organization in a data-driven way.

BASIC QUALIFICATIONS

- 7+ years of working directly with engineering teams experience
- 5+ years of technical product or program management experience
- 3+ years of software development experience
- 5+ years of technical program management working directly with software engineering teams experience
- Experience managing programs across cross functional teams, building processes and coordinating release schedules

PREFERRED QUALIFICATIONS

- 5+ years of project management disciplines including scope, schedule, budget, quality, along with risk and critical path management experience
- Experience managing projects across cross functional teams, building sustainable processes and coordinating release schedules
- Experience defining KPI's/SLA's used to drive multi-million dollar businesses and reporting to senior leadership

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