Customer Care Program Manager II, Worldwide Grocery Stores (WWGS) Support Services

Responsible for serving as subject matter expert on assigned areas of Customer Care support for phone, email, social care and other customer-facing channels. Creates SOPs, knowledge base articles and training Basic qualifications: - 3+ years of program or project management experience - Experience using data and metrics to determine and drive improvements - Experience working cross functionally with tech and non-tech teams - Strong experience using CRM technologies or social media management tools to create efficiencies and improve the customer experience. - Advanced proficiency to analyze data for trends and synthesize into recommendations for training or process improvements. - Solid proficiency in developing / implementing customer retention offerings to enhance customer experience. - Advanced experience creating training presentations, knowledge base articles and email templates. - Advanced communication skills, including written, verbal, and listening. - Able to communicate technical information effectively to non- technical audiences and stakeholders. - Maintains positive working relationships with supported functional stakeholders and third-party service provider representatives, proactively engaging to understand objectives and issues. - Able to identify alignment / misalignment of team project goals with larger organizational strategy, goals, and objectives. - Understands the WFM product mix, supply base, and retail operations. Preferred: - 3+ years of driving end to end delivery, and communicating results to senior leadership experience - 3+ years of driving process improvements experience - Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization - Experience building processes, project management, and schedules Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner. The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits . USA, TX, Austin - 74,200.00 - 129,800.00 USD annually USA, VA, Arlington - 74,200.00 - 129,800.00 USD annually USA, WA, Seattle - 82,700.00 - 129,800.00 USD annually