Senior Program Manager, Amazon
Luxury Stores
$104.1-185k
The largest online retailer and technology provider
Open for applications
The largest online retailer and technology provider
1001+ employees
Open for applications
$104.1-185k
1001+ employees
Company mission
To be Earth's most customer-centric company.
Role
Who you are
- This role requires a strategic thinker with strong leadership, analytical and problem-solving skills, as well as a passion for customer satisfaction in luxury retail
- 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 defining program requirements and using data and metrics to determine improvements
- Experience working cross functionally with tech and non-tech teams
Desirable
- 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
- Knowledge of Excel at an intermediate level (e.g., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, etc.)
- Proven track record of developing and implementing successful customer service related initiatives
What the job involves
- The Luxury Stores Customer Service Program Manager will be responsible for developing, implementing, and overseeing end-to-end customer service operation and roadmap that supports Luxury Stores’ growing selection and customer base
- The scope may evolve with our elevated Customer Service strategy to support scaling support for a broader range of “high-price, high-consideration” businesses such as Shopbop, Premium Fashion and Beauty
- Support team building and people management of Luxury Stores customer service team, including hiring, onboarding, training and development of a team of CS operation managers, team leads and associates
- Collaborate with cross-functional teams including Product Managers, Program Managers, Amazon Store Customer Service , Operation and Tech partners to develop and implement customer service operation workflows and policies to help enhance luxury customer satisfaction and loyalty, and ensure seamless customer experiences across all touchpoints
- Design, improve and oversee training and coaching programs for customer service representatives to improve their skills and knowledge
- Support Luxury Stores Product Manager to optimize customer service system as well as related technologies and tools to help increase efficiency and effectiveness, act as point of escalations when there is technical blocker for CS team to support luxury customers
- Establish and monitor key performance indicators (KPIs) for Luxury Stores’ customer service workstreams. Analyze customer feedback and service metrics to identify areas for improvement and implement necessary changes to improve holistic Luxury Stores experience
- Create and maintain documentation for customer service processes and best practices, launching mechanisms to help streamline operations, improve productivity and reduce cost to serve
- Support CS resource projection and requirement gathering for customer service initiatives
- Provide regular reports, documentations (WBR, QBR, OP1, Narratives) and presentations to senior management on Customer Service program performance and outcomes
- Support Luxury Stores Product Manager to build the north star vision, roadmap and programing of elevated customer service in Amazon that serves a suite of high-price, high-consideration businesses such as Shopbop, Premium Fashion and Beauty
Our take
Amazon is the world's largest online retailer, and is well-known for its disruption of well-established industries. The company is present in numerous verticals, including cloud computing with Amazon Web Services, AI with its range of Alexa devices and a global marketplace more commonly referred to as 'the everything store'. Acquisitions include Ring, Twitch, Whole Foods Market, and IMDb.
More recently, Amazon has been focused on leading the "third wave in digital advertising". Many businesses are now shifting ad dollars to retailers, which before would have been spent with online media platforms. Amazon's seen great success in the space, with its revenue from advertising now higher than its Amazon Prime membership scheme, audiobooks and digital music combined. This growth is particularly impressive considering its digital ad rivals (like Snap, Alphabet, and Meta) have suffered declines due to wider macroeconomic factors and Apple's iOS privacy changes.
Despite its dominant market position, Amazon will continue to be challenged over the next decade, including sustaining AWS's cloud dominance in the face of Google and Microsoft. On top of this, the company's e-commerce division is facing profitability problems despite its 2023 post-IPO debt funding of 8 billion. It will need to find new ways to stay above their competitors.
Steph
Company Specialist at Welcome to the Jungle
Insights
16% employee growth in 12 months
Company
Company HQ
South Lake Union, Seattle, WA
Leadership
Jeff Bezos
(Founder & Executive Chairman)Jeff is an American business magnate, media proprietor, and investor. As well as founding Amazon, Jeff founded Blue Origin, an aerospace manufacturer and sub-orbital spaceflight services company and also owns The Washington Post.
Andy Jassy
(President & CEO)Joined Amazon as a Marketing Manager in 1997. Developed AWS with Jeff Bezos, and became CEO of Amazon in 2021.
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