Principal Program Manager, Amazon Customer Service

This role will be a significant contributor to transforming Amazon's Customer Service through various projects and programs designed to simplify both the customer and associate experience. You will work across our Service Delivery, Tech, Product and Capacity Planning teams to formulate Amazon's strategic direction for the customer and associate experience, and then implement those changes. This role will require someone highly familiar with managing global change and earning the trust of their global stakeholders. Key job responsibilities - Communication and collaboration is key. You will partner across tech, product, policy, capacity planning, Finance, HR, etc.. to formulate and implement Amazon's CS strategic direction - Construct and implement global, complex change management plans - Become intimately familiar with the associate and customer experience to earn stakeholder trust - Draft communications and communication plans to faciliate said change - Draft and present strategic proposals to stakeholders and leaders for discussion and approval About the team Amazon Customer Service (CS) is a large and global organization, obsessed with taking care of our customers and delivering reliably fast, convenient, and helpful support when they need it. Whether customers interact with our self-serve solutions or CS Associates, we work hard to make sure they have a delightful experience with us, each and every time.