Experience Inc. Jobs

Description

Imagine being at the forefront of shaping the future of IT Services, driving innovation and delivering cutting-edge services that revolutionizes the way our customers experience technology. At Amazon, we're seeking a dynamic and forward-thinking Program Manager (PM) to join our Corporate IT Services (ITS) New Hire Onboarding (NHO) team. Our team’s north star is to offer a zero touch, defect free, self-service IT NHO experience.

In this fast-paced and dynamic role, you'll have the opportunity to tackle complex challenges and will champion a defect free customer experience partnering with People Experience Team (PXT) and Enterprise Engineering (EE). You will partner with our ITS Product and Development (PnD) team towards driving transformation across the services and products ensuring our customers receive secure, customer-obsessed outcomes that align with our business strategy.

Through cross-functional collaboration and effective stakeholder management, you'll be the driving force behind the successful delivery of complex, enterprise-wide programs. From requirement gathering and scoping to project planning and execution, you'll navigate ambiguity with ease, balancing business needs with technical and security requirements.

Your impact will be far-reaching, as your work will directly influence the way our customers experience IT Services, ensuring seamless integration, robust security, and unparalleled customer satisfaction. With your exceptional communication skills and ability to build collaborative relationships, you'll foster an inclusive environment where diverse perspectives are valued and leveraged for innovation. You will have high standards for yourself and everyone you work with, and you’ll be constantly looking for ways to improve your customer's experience.

Why it matters: Thousands of new hires start their journey with Amazon across the world every week. Offering the best friction free Day1 customer experience is key towards shaping the longer-term employee engagement. We’re continuously working to deploy better, innovative, more productive and cost-effective customer experiences. Your work will directly expose you to business, engineering, technology teams and customers around the world.

Why you will love it: You will have exposure to teams and leaders across the entire company. You will wear many “hats” and will be a part of a leading-edge team that spans outside of IT. You will see many aspects of the Amazon business. You will have ownership and direct responsibility to drive outcomes that shape customer experience and deliver both savings and increased productivity for Amazonians.

Key job responsibilities

• Lead and manage complex, enterprise-wide programs from initiation to closure, ensuring successful delivery within agreed-upon success measures, budget, schedule, and quality standards.

• Conduct comprehensive requirement gathering, scoping, project approval, planning, and verification of strategic goals.

• Develop gap analyses, functional specifications, program schedules, and milestones.

• Assemble diverse program teams, assign responsibilities, and foster an inclusive and collaborative environment.

• Assess costs, benefits, and risks, and proactively identify and mitigate high-priority issues through effective action and appropriate escalation.

• Balance business needs with technical and security requirements, ensuring seamless integration.

• Communicate goals, responsibilities, issues, and status effectively to customers, stakeholders, and senior leadership.

• Lead and streamline the transition of NHO programs and services into production; build and deploy feedback mechanisms for continuous improvement.

• Build strong, trusting relationships with stakeholders and service owners, fostering a culture of collaboration and inclusivity.

• Able to drive simplification and efficiency in existing mechanisms and services working towards unblocking innovation and reduce time to market.

• Publish accurate and concise reports on time, maintaining transparency and accountability.

A day in the life

For the IT Program Manager in the New Hire Onboarding (NHO) team, every day brings new challenges, exciting projects and opportunities to make a tangible impact. You start your day by building and reviewing your priorities, scanning through emails and catching up on any updates that came in overnight from global teams. Armed with your favorite morning beverage, you dive into the daily stand-up meeting with your program team ensuring that everyone is aligned and any roadblocks are quickly addressed.

Your role is all about balance. One moment, you're diving deep into discussions with partners in the People Experience Team (PXT) troubleshooting what seems to be a random occurring defect. Next, you're switching gears to present a program update to senior leadership, highlighting milestones achieved and restlessly advocating on behalf of your customers. Your ability to speak both tech and business is what sets you apart, you leverage your team's institutional knowledge to bridge the gap between what's achievable and what's needed.

Throughout the day, you manage multiple projects, each at different stages of development. You use your keen organizational skills and expertise to prioritize tasks, allocate resources, and keep the momentum going. Agile methodologies are your best friend; you thrive on iterative progress, continuous feedback, and drive toward deadlines without sacrificing quality.

After lunch, you might dive into a session of backlog grooming, refining project requirements with ITS Product and Development (PnD) product owners or the delivery teams. You ask the right questions, respectfully challenge assumptions, and ensure that the team remains focused on delivering maximum value to your customers. Your leadership extends beyond project management; you're a mentor and a coach, always looking to empower your team to solve problems creatively and independently.

As the day progresses, you attend a planning meeting for an upcoming service or program launch. You meticulously coordinate timelines and dependencies making sure every detail is accounted for. Your proactive approach means that potential issues are identified early; you're already devising contingency plans.

Towards the end of the day, you conduct a retrospective with your team. You encourage an open dialogue, celebrating successes and constructively addressing areas for improvement. You lead by example and show strong commitment and foster a culture of continuous learning and collaboration.

Finally, as you wrap up, you take a moment to reflect on the day's achievements. You moved the needle, empowered your team, and navigated complex challenges. It's a rewarding feeling knowing that you delighted your customers while directly contributing to the success of Amazon. You log off, ready to tackle whatever tomorrow brings, confident in your ability to steer through the ever-evolving landscape of technology.

Basic Qualifications

• Bachelor's degree in BI, finance, engineering, statistics, computer science, mathematics, finance or equivalent quantitative field

• 4+ 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

• Proven experience managing large, cross-functional IT projects and/or programs starting from requirements definition through solution delivery.

• SQL scripting working knowledge coupled hands on data analysis experience.

• Demonstrated ability to think creatively, apply strong analytical and problem-solving skills, and thrive in ambiguous situations.

• Strong attention to detail and exceptional written and verbal communication skills, with the ability to effectively communicate with individuals from diverse backgrounds and technical proficiencies.

• Ability to influence, negotiate, and build collaborative relationships with internal and external partners, contractors, and vendors.

• Have a strong record in leading teams distributed across multiple regions and time zones.

Preferred Qualifications

• Experience delivering cross-functional programs spanning outside of IT. Experience with networking, edge computing, cloud and/or end user computing.

• Previous experience as a business analyst, identifying and prioritizing leading customer issues to communicate with senior leadership on improvement opportunities.

• 5+ years of driving end to end delivery, and communicating results to senior leadership experience.

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $66,800/year in our lowest geographic market up to $142,800/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.