Job Description
DESCRIPTION
The Amazon Employee Expense Experience and Policy team supports our internal Amazon employee customer through the expense reimbursement process. This includes policy guidance, product support and enhancement, spend management, and customer experience. With the wide variety of services Amazon provides to our customers (Amazon.com, Grocery, Amazon Web Services, Prime Video, Kindle Publishing, etc.) success in supporting our internal customers requires leaders who move fast, have an entrepreneurial spirit to create new solutions, have an unrelenting tenacity to get things done, and are capable of breaking down and solving complex problems.
We are seeking a Sr. Program Manager responsible for expense escalation and bespoke employee support. The Sr. PM will be the main point of contact for employee expense issues that require critical thinking, direct employee engagement, and expedited response times to resolve. They will own resolving and reducing expense escalations, have direct engagement leadership, and manage policy exception requests. This work will also include oversight of exception tracking and development of exception automation, coordination between subsidiary needs, and partnership with Labor and Employment Legal where policy varies by location. Lastly, this Sr. PM would also work with operations teams to implement improvements to process and policy based on learnings from escalation and leadership support to provide an improved customer experience in the employee expense space for all Amazonians.
A successful candidate will have high judgment and thrive in an ambiguous environment. They can develop, implement and iterate processes and mechanisms to improve the way we engage with our partners and customers. They will have experience engaging with senior leaders while being compelling and comfortable in a creative brainstorming environment, and have prior experience managing programs or competing priorities.
Key job responsibilities
- Identifying, managing, and resolving time-sensitive escalations.
- Performing analysis of data from a variety of sources to identify opportunity for process/policy improvements
- Drafting and presenting deep-dive documents and reports on policy and process gaps to senior executives.
- Coordination across multiple stakeholders to bring the right experts to discussions to maximize productivity.
- Obsessively improve customer and partner interactions by capturing feedback, iterating, and developing a continuous improvement cycle.
- Effectively communicate customer and stakeholder recommendations, drive consensus, and garner support through exceptional written, oral, and interpersonal skills, while balancing tradeoffs.
BASIC QUALIFICATIONS
- 5+ years of program or project management experience
- Experience using data and metrics to determine and drive improvements
- Experience owning program strategy, end to end delivery, and communicating results to senior leadership
Job Tags
Full time,