Experienced Full Stack Senior Manager, Customer Experience Strategy, Insights, & Programs – Amazon AIR

Are you ready to take your career to new heights and join a team that's revolutionizing the way we experience customer-centricity? Look no further than Amazon AIR, where innovation meets passion and dedication to delivering exceptional customer experiences. As a Senior Manager, Customer Experience Strategy, Insights, & Programs, you'll be at the forefront of shaping the future of customer experience, leveraging data-driven insights to drive strategic discussions and lead cross-functional teams to achieve unparalleled results.

• *About Amazon AIR**

Amazon AIR is a dynamic and fast-paced team that's part of the world's most customer-centric company. Our vision is to advocate for our customers, drive Air Performance across the network by setting up strategy of improvement, providing insights through data-driven reports to identify customer experience trends, and coordinate the interests of the Air network to provide the optimal outcome for Air's most important stakeholders. We're a team of passionate individuals who are committed to making a difference in the lives of our customers, and we're looking for like-minded professionals to join us on this exciting journey.

• *Job Summary**

As a Senior Manager, Customer Experience Strategy, Insights, & Programs, you'll be responsible for establishing a strategic AIR customer experience vision, leveraging program controllership mechanisms to drive accountability and mitigate risk, and force multiplying through talent management practices and corresponding guiding principles. You'll analyze potential programs to identify those that are best aligned with our strategic customer experience objectives, integrate within operational planning cycles (OP1 and OP2), and ensure stakeholder accountability and mitigates risk through program controllership mechanisms.

• *Key Responsibilities**

• Establish and maintain cross-organizational alignment on a unified AIR customer experience vision
• Analyze potential programs to identify those that are best aligned with our strategic customer experience objectives
• Integrate within operational planning cycles (OP1 and OP2)
• Ensure stakeholder accountability and mitigates risk through program controllership mechanisms
• Leverage established standardized best practices and guardrails to hold internal and external stakeholders accountable to program milestones and quality standards
• Surface and mitigate unplanned risk through solutions that balance speed, accuracy, and brilliant basic trade-offs in a transparent and auditable mechanism
• Leverage talent management practices and guiding principles to empower internal and external stakeholders to upskill and deliver more effective results
• Provide structured development and training resources for their team and key external stakeholders
• Embed a culture of collective intelligence to drive continuous improvement at scale

• *Essential Qualifications**

• 8+ years of program or project management experience
• Bachelor's degree
• Experience owning program strategy and end-to-end delivery
• Experience managing teams of 6 or more
• Experience defining and executing program requirements
• Experience in Supply Chain Management, Cross Organizational Strategy, programs, or other field from an accredited university or 5 years or related experiences

• *Preferred Qualifications**

• 10+ years of program or project management experience
• 8+ years of working cross-functionally with tech and non-tech teams experience
• Masters degree
• Experience leveraging data-driven insights based to lead strategic discussions
• Experience setting business objectives, defining success metrics, and generating delivery roadmaps
• Experience working with major airline / transportation / supply chain companies in a strategic leadership role

• *Skills and Competencies**

• Strong strategic thinking and problem-solving skills
• Excellent communication and interpersonal skills
• Ability to work effectively in a fast-paced, dynamic environment
• Strong analytical and data-driven decision-making skills
• Experience with program management methodologies and tools
• Ability to lead and motivate cross-functional teams
• Strong business acumen and understanding of customer experience principles

• *Career Growth Opportunities and Learning Benefits**

At Amazon AIR, we're committed to helping our employees grow and develop their careers. We offer a range of training and development programs, including:

• Leadership development programs
• Technical skills training
• Business acumen training
• Cross-functional training
• Mentorship programs

• *Work Environment and Company Culture**

Amazon AIR is a dynamic and fast-paced team that's part of the world's most customer-centric company. We're a team of passionate individuals who are committed to making a difference in the lives of our customers. We're looking for like-minded professionals to join us on this exciting journey.

• *Compensation, Perks, and Benefits**

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:

• Medical, Dental, and Vision Coverage
• Maternity and Parental Leave Options
• Paid Time Off (PTO)
• 401(k) Plan

• *How to Apply**

If you're passionate about this role and want to make an impact on a global scale, please apply! We're an equal opportunity employer and welcome applications from diverse candidates.

Learn more about our commitment to diversity and inclusion

Learn more about our benefits and compensation

Apply for this role today!

• *Note:** This position will remain posted until filled. Applicants should apply via our internal or external career site.

Apply for this job