Job Description

DESCRIPTION


Amazon's mission is to be 'Earth's Most Customer-Centric Company', and our award-winning Customer Service (CS) team is an essential part of that mission. Amazon CS is one of the largest customer service organizations in the world.



The Customer Engagement Technology (CET) organization powers CS by developing elegant customer- and Customer Service Associate (CSA)-facing products globally. These products offer effortless self-service and automation solutions to our customers. When customers prefer to interact with a human, we enable CSAs to effectively and elegantly solve customers' issues using our associate-facing products, powered through human-centered design.



Our team is looking for a talented and experienced Senior Manager, ML Data Ops, to work across CET Product, Operations, UX Design, CS Business Verticals (e.g., Digital Devices, Shipping, and Delivery Services), and other Amazon teams to improve customer and associate experiences.



Specifically, you will be managing a team that will develop mechanisms and processes to enable the CET team to move quickly and deliver world-class customer experiences. Your team will work with teams across the CS organization and will build and manage cross-functional mechanisms, including Change Management, Intake, and goal tracking.



A successful candidate should thrive in a highly collaborative, ambiguous, creative, and fast-paced environment, with a proven track record in taking on end-to-end ownership and successfully delivering results.



Key job responsibilities

Lead cross-functional teams and manage large-scale programs. Implement data-driven strategies and analyze key performance metrics. Drive innovation through experimentation and rapid iteration. Identify opportunities for process improvement and operational efficiency. Build strong stakeholder relationships across all organizational levels. Measure and optimize program effectiveness through analytics.


A day in the life

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

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!



About the team

The mission of the CET team within Customer Service is to create Earth's best customer service solutions by empowering our customers to utilize automation to resolve their issues quickly and efficiently. You will be a key component of our leadership team and will enable the organization to deliver world-class experiences for our customers.
BASIC QUALIFICATIONS

Experience in program or project management Experience delivering cross functional projects Experience working cross functionally with tech and non-tech teams Bachelor's degree Experience in team management Experience defining program requirements and using data and metrics to determine improvements
PREFERRED QUALIFICATIONS

Business Analytics experience Six Sigma/Green Belt Certification MBA


Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.

Job details


IND, KA, Bangalore


Project/Program/Product Management-Non-Tech