Senior Program Manager - Data Foundations Customer Service – blithequark Store
Are you a seasoned program manager with a passion for data-driven customer service operations? Do you have a knack for bridging the gap between technical teams and business stakeholders? If so, we invite you to join blithequark's Technology and Product Experience (TPX) team as a Senior Program Manager - Data Foundations Customer Service. In this critical role, you will lead complex data initiatives that transform how we support business customers, ensuring the availability of essential data that powers our self-service tools, contact routing platforms, and customer service associate applications.
About blithequark's TPX Team
The TPX team develops and owns products that Customer Service Business use to support Amazon Business (AB) Customers as they manage accounts and orders. As part of the Amazon Customer Service family, the TPX strategy aligns with the five CS priorities: 1. Strengthening our technical foundation 2. Enhancing customer-facing experience 3. Empowering our CSAs 4. Eliminating defects and customer pain points 5. Lowering our cost-to-serve Our solutions encompass account monitoring, ingress, self-service, automated treatments, and Customer Service Associate (CSA) treatment. All require solid Data foundations.
Key Responsibilities
As a Senior Program Manager - Data Foundations Customer Service, you will be responsible for:
- Data Strategy & Technical Leadership: Own and deliver the CSBusiness Data Strategy in close partnership with CSBusiness Analytics team. Lead attribute delivery roadmap development and establish and maintain data pipelines with relevant teams.
- Attribute Management Program: Lead end-to-end attribute management program:
+ Identify and assess new attribute opportunities + Prioritize attribute delivery based on business entitlement + Develop and maintain the Priority Attribute List (PAL) + Drive quarterly PAL reviews with stakeholders + Program manage implementation across frontend products (CSALT, Carnac, AC3) + Monitor attribute performance and usage + Identify optimization opportunities and recommend improvements
- Analytics Partnership: Partner with CSBusiness Analytics to:
+ Build data models and develop insights + Define metrics and success criteria + Establish data governance standards + Drive analytical improvements + Provide regular status updates to key stakeholders + Identify and collaborate with product and data owners across the organization
Requirements
To succeed in this role, you will need:
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 *
2 years of driving process improvements experience
* Masters degree or MBA in business operations, human resources, adult education, organizational development, instructional design, or related field
What We Offer
As a Senior Program Manager - Data Foundations Customer Service at blithequark, you will enjoy:
- Competitive compensation: Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $104,100/year in our lowest geographic market up to $185,000/year in our highest geographic market.
- Total compensation package: In addition to a full range of medical, financial, and/or other benefits, you may be eligible for equity sign-on payments and other forms of compensation as part of a total compensation package.
- Inclusive culture: Our culture empowers Amazonians to deliver the best results for our customers. We are an equal opportunity employer and do not discriminate on the basis of protected veteran status, disability, or other legally protected status.
- Career growth opportunities: As a Senior Program Manager - Data Foundations Customer Service, you will have the opportunity to grow your career and take on new challenges in a dynamic and innovative organization.
How to Apply
If you are a motivated and experienced program manager with a passion for data-driven customer service operations, we invite you to apply for this exciting opportunity. Please submit your application via our internal or external career site. This position will remain posted until filled. Apply for this job