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Sr. Program Manager, D2AS Device & Services Support (DSS)
Blink
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See open jobs at Blink.See open jobs similar to "Sr. Program Manager, D2AS Device & Services Support (DSS)" Mass Technology Leadership Council.Customer Service, Operations
Seattle, WA, USA
Posted on Saturday, May 4, 2024
DESCRIPTION
We are actively seeking an experienced (Senior) Program Manager with a strong background in strategic planning to lead key initiatives that align with our long-term business objectives. This role is ideal for individuals who excel in transforming strategic visions into actionable plans and guiding those plans to fruition. In this role, you will be responsible for program strategies, including the development and execution of detailed project roadmaps. Your expertise in strategic planning will be essential in identifying critical business
In this role you’ll be leading the device product and support experience for Devices & Services. You will analyze voice of customer (VOC) data to surface insights to influence the business to improve products and reduce the need for a customer to return a device, and define the support if the need arises. You will also define the experience and influence the end to end technical support journey for device returns, replacements, as well as trade in and upgrades to increase customer engagement and extend their enjoyment of Amazon devices.
We are seeking a big-thinking, inventive Senior Program Manager to join the Device & Services Support (DSS) team within D2AS. You will be responsible for driving some of the most highly-visible programs that directly impact the customer experience globally. You will own and execute complex projects and programs, and will be seen as an outstanding partner, thought leader and innovator.
You must have a collaborative work style, an innovative mindset, and an unparalleled work ethic. You have an excellent record of diving into vustomer and financial data, complex project and program delivery, from conception and design through implementation, measurement, closure and handover.
Amazon is looking for a (Senior) Program Manager with a strong delivery record and proven project management experience to own strategic, tactical, cross-functional and technology projects and programs across multiple verticals. This role requires scoping and creating project plans, developing processes, coordinating and driving execution, and communicating to senior management on status, risks and process/product changes. Cross-team coordination, project management and executive presentation skills are essential. The ideal candidate will leverage extensive project management experience, combined with deep analytical capabilities and a keen sense of innovation, to lead complex projects from conception to completion.
opportunities and challenges, and in devising innovative solutions to address them. You will work closely with various internal teams and stakeholders, harmonizing different perspectives and ensuring cohesive efforts towards common goals.
Key job responsibilities
Your responsibilities will include:
• Manage and oversee various cross-functional programs, ensuring successful delivery.
• Develop and refine program strategies, effectively leading and motivating teams.
• Set clear objectives for programs, leveraging data analytics to drive improvements and achieve metrics.
• Navigate and resolve ambiguities in business scenarios, applying creative problem-solving skills.
• Foster collaboration with internal and external partners to optimize resource allocation and project success.
• Evaluate and prioritize projects in conjunction with customer needs and technical team inputs.
• Bridge gaps in team dynamics, processes, and systems, preventing common project pitfalls.
• Identify and mitigate risks, preventing them from escalating into major issues.
• Regularly communicate with senior managers, business leaders, and other stakeholders to support key business initiatives.
• Develop, implement, and oversee KPI reporting for a program portfolio, ensuring clear visibility of milestones and project performance.
• Manage and communicate project budgets effectively.
• 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 device, software and support experience. Assess and prioritize opportunities based on strategic goals, business needs and customer value.
- Work collaboratively across the Device 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.
“If you are not sure that every qualification on the list above describes you exactly, we'd still love to hear from you! At Amazon, we value people with unique backgrounds, experiences, and skillsets. If you’re passionate about this role and want to make an impact on a global scale, please apply!”Benefits Summary:
“Amazon offers a full range of benefits that support you and eligible family members, including domestic partners and their children. Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment. The benefits that generally apply to regular, full-time employees include:
1. Medical, Dental, and Vision Coverage
2. Maternity and Parental Leave Options
3. Paid Time Off (PTO)
4. 401(k) Plan
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 Support team owns the entire Amazon Devices & Services portfolio, including Alexa, the Smart Home category, and also provides some support to our owned brands of Ring, Blink, and eero.
We are open to hiring candidates to work out of one of the following locations:
Austin, TX, USA | Cupertino, CA, USA | Seattle, WA, USA
BASIC QUALIFICATIONS
- 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
- Bachelor's degree
PREFERRED QUALIFICATIONS
- 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.
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. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.
This job is no longer accepting applications
See open jobs at Blink.See open jobs similar to "Sr. Program Manager, D2AS Device & Services Support (DSS)" Mass Technology Leadership Council.