Program Manager III, Service Delivery Standard Work

Description

At Amazon, we're working to be the most customer-centric company on earth. Serving over 200M customers globally, our Customer Service (CS) organization is at the forefront of shaping how customers experience Amazon. Our team enables Amazon CS’ frontline teams to deliver seamless, consistent, convenient, and delightful customer service to all our customers (including our consumers, businesses, and drivers) across every interaction.
We are looking for a Senior Product Manager to serve as the Service Delivery organization’s single threaded leader for CS Security. This role is responsible for owning the relationships with CS Security teams and the charter to empower associates whilst safeguarding customer data. You closely partner with CS Security in identifying and mitigating information security risks across all Customer Service systems, data, people, assets, and capabilities. The role consults and executes CS Security's strategy from the evolution of customer and agent authentication, creation and enforcement of security policy, to development of multi-layer security from servers to devices.

- An ideal candidate will combine product management depth in customer service operations or security with a demonstrated ability to implement AI-driven automation and modern project management tooling across distributed teams.
- You will partner with CS Security and Tech teams to define and design the end-to-end experience of associate and frontline leaders when security guardrails are applied. You will evaluate and improve existing tooling and processes and support the creation of new tech and AI driven solutions, consistently enhancing associate experiences and empowering our teams. You will work backward from security risks and associate pain points to design solutions and processes and define product requirements. Partnering with CS Security, engineering, operations, and stakeholder teams you will deliver solutions at scale. You will balance short-term tactical improvements with long-term strategic bets to continuously raise the bar on the associate experience and empowerment.
- The ideal candidate combines strong product and program management capabilities, business acumen in operations and/or security and deep associate empathy. You are equally comfortable diving into data and anecdotes to identify opportunities, writing PRFAQs, vision docs and BRDs, and influencing without authority to align cross-functional teams on a shared vision. You thrive in ambiguity, are biased toward action, and have a track record of delivering products that meet their customers’ needs. Disrupting the status quo by challenging mental models, organizational focus, and technology will be part of your day to day.

This role can be located in Hyderabad.

Key job responsibilities
- Own the end-to-end CS Security partnership for Service Delivery
- Own the security-related strategy and associate empowerment charter for Service Delivery
- Lead strategic planning processes, working with leaders across the organization to set goals, define priorities, and allocate resources.
- Write product requirements (PRFAQs, vision docs, BRDs, user stories) working backward from customer needs for both new launches and existing experience improvements.
- Collaborate with CS Security and Tech to influence strategy, drive prioritization, create operational plans, roadmaps and vision docs
- Define and own success metrics and KPIs; use data to measure success and ongoing portfolio health, informing roadmap prioritization
- Define and own framework and mechanisms as Service Delivery's single CS Security POC
- Translate associate and frontline leadership insights, data signals, and business requirements into actionable security process and product improvements and scalable solutions.
- Partner with CS Security, Tech, data science, and operations teams to deliver CS Security solutions features from concept through launch and iteration.
- Influence and align senior leadership and cross-functional stakeholders on direction and strategy through compelling narratives and data-driven recommendations
- Apply analytical rigor to frame trade-offs and enable leaders to make well-informed decisions.

Basic Qualifications

- 5+ years of working cross functionally with tech and non-tech teams experience
- 5+ years of cross functional project delivery experience
- 5+ years of program or project management experience
- Experience defining program requirements and using data and metrics to determine improvements
- Experience owning global programs

Preferred Qualifications

- Experience managing, analyzing and communicating results to senior leadership

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