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Amazon Sr. Program Manager – Customer Service in Tokyo, Japan


Amazon’s mission is to be Earth’s most customer-centric company, and our award-winning Customer Service team is a key part of that mission. The Customer Service team has a very clear purpose – to prevent, solve problems and delight our customers. Our team supports customers in 16 languages from more than 130 locations around the globe.

Everyone who works for Customer Service is focused on preventing and solving problems for customers, from designing and developing self-service technologies, building and managing products and programs, to interacting directly with customers.

The Customer Service technology and product teams build world-class customer relationship management systems and innovative self-service solutions that are used by millions of customers every day on Amazon’s websites, shopping apps, and through Amazon’s family of devices such as Kindle and Amazon Echo. We are constantly innovating to raise the bar on customer experience. We play a critical role in listening to customers and escalating pain points to enable Amazon to improve and deliver world-class customer service.

As a successful candidate, you are obsessed with the experience of our customers. You work effectively with the product management and operations teams to continuously improve the customer experience.

This is an opportunity for you to build best in class customer service for a new and rapidly expanding group of Amazon customers!

Department: Customer Service (CS) (https://www.amazon.co.jp/b?node=5637339051)

Job: Operation (https://www.amazon.co.jp/b?node=5609898051)

Location: Tokyo, Shinagawa Office (https://www.amazon.co.jp/b?node=5589794051)

Key job responsibilities

  • You will drive the expansion of existing programs to reduce customer and customer service agents efforts.

  • You will work across CS Product and Program Managers, Software Development Engineers and local Operations team in the Japan and overseas to coordinate testing, launches, metric reviews, and improvements.

  • You will also help define new processes, and align stakeholders for the program expansion.

  • You will contribute to the program’s vision, work on prioritizing features, learning complex concepts quickly, and working efficiently with global stakeholders across various disciplines.

  • You will be required to take smart action, fail quick, learn and then iterate.

We are open to hiring candidates to work out of one of the following locations:

Tokyo, 13, JPN

Basic Qualifications

  • 5+ years of program or project management experience

  • 2+ years of working cross functionally with tech and non-tech teams experience

  • Bachelor's degree in computer science, engineering, analytics, mathematics, statistics, IT or equivalent

  • Experience defining program requirements and using data and metrics to determine improvements

  • Proficient English level (reading, writing, speaking); Japanese Business Level or higher (JLPT N1 or N2)

Preferred Qualifications

  • Master's degree in business, operations, human resources, adult education, organizational development, instructional design or related field

  • Experience owning program strategy, end to end delivery, and communicating results to senior leadership

  • Experience with data analysis using SQL, Python, and/or Excel

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The salary information can be provided individually prior to the 1st interview