Sr. Program Manager, Amazon Customer Service Network Solutions

Network Solutions is at the center of how Amazon's Customer Service (CS) network operates - and we're looking for a Senior Program Manager who will help shape what it feels like to work here. This is a role for someone who wants to build the programs, mechanisms, and culture that make a high-performing organization thrive.

As a Senior Program Manager on the Business Planning and Org Excellence team for Network Solutions, you'll own the strategy for employee engagement, change management, and the adoption of new tools and ways of working across Network Solutions. You'll also partner with HR Business Partners on organizational health and talent development initiatives. You won't inherit a set playbook - you'll assess the current state, identify the highest-impact opportunities, and build what's needed to make Network Solutions the best place to work.

Successful candidates will have experience driving people-focused programs, possess data and situational analysis skills, and earn trust with their customers. They can anticipate organizational needs, set a vision, and gain buy-in from senior leaders. They are comfortable in ambiguous spaces, willing to build from scratch, and obsessed with creating scalable mechanisms and driving continuous improvement.

Key job responsibilities
- Define the strategy for employee engagement and build the mechanisms that make Network Solutions a place where people do their best work
- Lead change management efforts across the organization, helping teams navigate new processes, structures, and ways of working
- Drive adoption of new tools and technologies, including AI, through programming, enablement, and communication strategies
- Build scalable mechanisms that strengthen how the organization operates — from feedback loops and communication cadences to recognition and onboarding
- Partner with HR Business Partners and senior leaders on organizational health and talent development initiatives
- Define and track metrics to measure program effectiveness; own reporting for relevant business reviews

About the team
Network Solutions is responsible for orchestrating both human Customer Service Associates (CSAs) and AI agents as a single intelligent system. We own demand forecasting, network planning, routing and matching, real-time observability, and the end-to-end customer journey from entry through resolution.

The Business Planning and Org Excellence team's vision is to make Network Solutions thrive. Our mission is to unlock the organization's potential by enabling the strategy, operations, and organizational health that allow Network Solutions to perform at its best.

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

Preferred Qualifications

- 2+ years of driving process improvements experience
- Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field
- Knowledge of general AI tools
- Experience designing, implementing, and scaling upskilling, apprenticeship, or workforce development programs across large-scale operations or corporate environments, including forecasting workforce needs and leveraging analytics to drive program decisions

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, WA, Seattle - 115,600.00 - 160,000.00 USD annually