Principal Program Manager, Customer Service Tech
Amazon
DESCRIPTION
The Customer Service Knowledge team is responsible for the ground source knowledge content and policies that are used to generate accurate, consistent, and personalized content. CS Knowledge is the single source of truth data that powering the front end customer experiences across CS self-service, and human-assisted channels. We are looking for a Principal Program Manager who can support the development of our systems, and influence across organizations as we transform our Knowledge management systems and user experiences.
Key job responsibilities
- Serve as the primary point of contact and strategic advisor to Leadership, providing high-level support, counsel, and coordination on all program matters.
- Develop and maintain a comprehensive understanding of the organization's operations, processes, and key stakeholder relationships to anticipate the Leadership needs and proactively address issues.
- Serve as a trusted liaison between the Operations Leadership and cross-functional leaders, fostering collaborative relationships and aligning operational priorities.
- Champion the adoption of industry best practices, innovative technologies, and continuous improvement methodologies to enhance the department's capabilities.
A day in the life
We thrive on solving challenging problems to innovate for our customers. By pushing the boundaries of technology, we create unparalleled experiences that enable us to rapidly adapt in a dynamic environment. Our decisions are guided by data, and we collaborate with engineering, science, and product teams to foster an innovative learning environment.
About the team
The CS Knowledge team's vision is a world where customer and associate-facing CS content is always relevant, accurate, complete, and fresh, served-up in the most effective way across channels (e.g., CS self-service and human-assisted channels, Rufus, Alexa, Google search). CS Knowledge will achieve this by shifting the paradigm for content creation and maintenance, moving away from an output-driven approach based on static content types to a trusted set of artifacts about Amazon products, services, and policies that are used to generate accurate, consistent, and personalized content in any form.