Technical Program Manager III, Self-Service and Automtion Team, Amazon Customer Service
As a Technical Program Manager III on the Self-Service and Automation team within Customer Service organisation, you will be a passionate advocate for innovating on behalf of customers. You will demonstrate a high degree of ownership, collaborating closely with a team of software development managers, developers, product managers and applied scientists to deliver solutions.
You will establish partnerships with teams within the Customer Service organization to prioritize and translate business requirements into technical specifications. You will have end-to-end ownership - from defining the strategy, working with engineering to build the solution, and delivering the final product.As the advocate for the team's multiple products and services, you will provide direct visibility to senior leadership on all aspects of your programs on a regular cadence.
To be successful in this role, you should have an established background in managing programs, scaling systems with large data sets, developing customer-facing experiences, and making data-driven decisions in a fast-paced environment. Strong software development experience and the ability to deliver large cross-functional programs are essential.You must also be comfortable dealing with high ambiguity, be analytical, and possess excellent problem-solving skills to tackle unique challenges at our scale.
Key job responsibilities
A Technical Program Manager on Self-Service and Automation team will be responsible for the following:
Stakeholder Management: Serve as the primary point of contact for worldwide stakeholders of the programs and goals you lead. Manage coordination between cross-functional teams to ensure alignment.
Program Visibility and Reporting: Identify, track, and communicate overall project status, program-level changes, and risks to the leadership team and contributing teams. This will ensure transparency and timely escalation of issues.
Schedule Alignment: Review individual team schedules and ensure they are aligned with the overall project needs. Identify and drive resolution of any resource or schedule conflicts that could impact milestones or launch dates.
Problem-Solving: Demonstrate the ability to dive deepon requirements, analyze existing data, and provide simple, effective solutions to complex problems. This will involve identifying and driving resolution of program-level issues that impact multiple teams.
The ideal candidate will have strong stakeholder management skills, the ability to drive cross-team collaboration, and a track record of delivering large-scale programs in a fast-paced environment. You must be comfortable operating with a high degree of ambiguity, be highly analytical, and possess excellent problem-solving abilities.
About the team
The Self-Service Automation (SSA) team is a critical part of the Customer Engagement Technology (CET) organization. Our mission is to apply machine learning to solve customer problems through our customer service channels without the need for agent intervention.We also work to make contact handling more efficient for both Customer Service Associates and Customers in cases where full automation is not applicable.
We own the end-to-end contact experience across the retail website and mobile applications. This includes building automated customer service engagement channels and systems that span both customer-facing and agent-facing platforms. Our goal is to empower customers to self-serve whenever possible, while also equipping our agents with the tools and insights they need to provide exceptional support.
Some key focus areas for the SSA team include:- Developing intelligent self-service features that can resolve common customer inquiries without human assistance
- Optimizing contact routing and triage to ensure customers are directed to the most appropriate support channel
- Leveraging predictive analytics to anticipate customer needs and proactively offer solutions
- Integrating automation seamlessly into the overall customer service experience
- 7+ years of working directly with engineering teams 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- 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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