• 5+ years of experience in program or project management
• Experience using data and metrics to drive improvements
• Experience owning program strategy, end to end delivery, and communicating results to senior leadership

• 
  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

Prime Video, Amazon Music, and Kindle Digital.

Amazon revolutionized customer service, now we are changing what customers expect from technical support. We are Device, Digital and Alexa Support (D2AS), and we’re responsible for the Customer Service operations and tech support for all Amazon Devices & Services and Digital.

Are you passionate about delivering a world-class support experience to our Prime Video customers? Are you an experienced manager with a passion for developing great Amazonians?

In this role you’ll be leading the Live Events Launch Manager team for Prime Video.

You will advocate for the customer to improve the product and support experience and work with the Prime Video Live Events business and other teams to deliver launches at the highest quality levels.

Key job responsibilities
Are you passionate about delivering a world-class support experience to our Prime Video customers? Are you an experienced manager with a passion for developing people?

We are seeking an experienced Senior Program Manager to join the Device, Digital and Alexa Support (D2AS) Team. In this role you’ll be leading the Launch Management team for Prime Video within Customer Service for Amazon Digital Services.

You must have a collaborative work style, an innovative mindset, and an unparalleled work ethic. You have an excellent record of complex project and program delivery, from conception and design through implementation, measurement, closure and handover. Your responsibilities will include:

• Managing a team of high-performing launch managers.
• Be a singular owner of your programs, managing all aspects of stakeholder engagement and deliverables from inception to launch, as well as the overall program’s strategy and roadmap.
• Define business and systems requirements working with internal and external customers.
• Define and execute the project plan from design to release, securing resources, and managing implementation.
• Clearly communicate goals, roles, responsibilities, and desired outcomes.
• Liaise with all departments to ensure relevant areas are engaged in time to develop deliverables within their area to support project deliverables. Support partner teams to refine processes and increase efficiency in line with program objectives.
• Make appropriate tradeoffs to optimize time-to-market in consultation with stakeholders.
• Manage multiple internal and external, cross functional and remote stakeholders.
• Develop change processes associated with program rollout and ongoing support.
• Track delivery against program objectives and implement proposals to improve program services and efficiencies.
• Scale existing programs to expand coverage of existing services or programs to additional domestic and international locations.
• Ideate and drive strategic change across the broader D2AS team.

A day in the life
Build relationships with stakeholders, understand their priorities and support while continuing to advocate for the customer and improving the device, device software and technical support experience.

Identify new opportunities to improve the Digital product space and the support experience and processes. Assess and prioritize opportunities based on strategic goals, business needs and customer value.

Work collaboratively across the Digital Services Support team to share insights, best practices, and discoveries to elevate the work of the team on behalf of the business and our customers.

Monitor progress against goals: anticipate risks, resolve issues, and implement proposals to improve program services and efficiency.

About the team
We are Device, Digital and Alexa Support (D2AS), and we’re responsible for the Customer Service operations and product experience for all Amazon Devices and Digital services, from the Kindle and Echo, to Amazon Music and Prime Video.

The Device, Digital, and Alexa Support team owns the entire Amazon Devices & Services portfolio, including Prime Video, Amazon Music, Kindle Digital Content, Devices, Alexa, the Smart Home category, and also provides some support to our owned brands of Ring, Blink, and eero.

• 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.

Pursuant to the Los Angeles Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $92,500/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. Applicants should apply via our internal or external career site. Find your favorite job now by visiting our jobs page