• 3+ years experience in program or project management
• Experience using data and metrics to drive improvements
• Experience working cross functionally with tech and non-tech teams

Job summary
Are you obsessed over the customer experience and passionate about delivering the highest quality in content to a global audience through process and technical solutions? CCM Content Experience and Governance is looking for a Program Manager who can simplify complex and ambiguous processes and transform them into training programs and technology solutions.

The Partner Support and Solutions team strives to make Amazon the best place for sellers, vendors, and brands (selling partners) to reach customers, driven by the experience and support we provide them in growing their businesses locally and globally. Within this group, the CTPS Content Management (CCM) team plays a key role by driving the creation of high-quality, user-centered content for selling partners with Amazon, and for the associates and investigators who support selling partners when they contact the company. We set the tone for the global business, creating great content across 30+ languages.

As a Program Manager for Content Quality and Governance, you’ll set the course for training programs to ensure content integrity and career paths for editorial teams. You’ll partner with developers to create technical solutions that automate time-consuming tasks and empower editors to focus on quality and empathy in our content.

This is a high-visibility role. The successful candidate will ensure our content teams deliver world-class, selling-partner-facing content to meet our fast-paced business needs. You will build collaborative relationships with partners and work closely with them to create and execute project roadmaps for process improvements and technical solutions. You will also prepare and present regular program updates to senior management.

Key job responsibilities
You must be able to:

• Identify and analyze data and anecdotal input from multiple points of inspection to identify and isolate knowledge and skill gaps
• Test solutions and prioritize competing program opportunities
• Create, maintain, and disseminate project information to stakeholders and senior management
• Advise leadership on strategic solutions to train editorial teams
• Plan, prioritize, and manage parallel projects and remove blockers by working across functions to develop solutions
• Remain flexible to changing priorities, open to new ideas, and focused on the success of the selling partners
• Interact with stakeholders at multiple levels and influence business, product, and technical teams to define and deliver solutions
• Inspire editorial teams to raise the bar on the content experience
• Anticipate bottlenecks, manage escalations, negotiate tradeoffs, and balance the business needs versus technical constraints
• Apply resources efficiently to keep business costs down

A day in the life
As program manager over training and governance, you will

• Work with a team of editors to identify gaps knowledge and skills
• Partner with subject matter experts to develop a variety of learning experiences that are scaleable across a virtual environment
• Report to leadership on progress to goals, successes, key learnings, and next steps
• Innovate for technical solutions that equip editors with tools to streamline their processes so they can deliver the highest standards in content quality
• Unblock issues related to training and governance in an agile method

About the team
We are dedicated to providing scalable solutions to producing quality communications with selling partners that provide effective solutions delivered with empathy. We embrace ambiguous and complex issues in order to equip our content teams with clear, simple processes and tools. We advocate for our customers and our editors.

Preferred qualifications

• A background in learning management systems, customer service operations, and program management
• Ability to think and act both strategically and tactically
• Experience with Six Sigma tools, Lean techniques, and process analysis
• Strong analytical skills and a demonstrated ability to use hard data and metrics to back up assumptions and evaluate outcomes
• Meticulous and methodical with a demonstrated ability to ask the right questions
• Demonstrated oral and written communication skills
• Proven track record of taking ownership and driving results
• Strong presentation skills and the ability to motivate and inspire large groups of people
• Experience with training and documentation of processes

We are considering candidates who can work in or relocate to either Seattle, Washington, or Arlington, Virginia. Will consider virtual candidates.

The base pay range for this position is $74,200-129,800 per year. Pay is based on market location and may vary depending on job-related knowledge, skills, and experience. A sign-on payment and restricted stock units may be provided as part of the compensation package, in addition to a full range of medical, financial, and/or other benefits, dependent on the position offered. Applicants should apply via Amazon's internal or external careers site.

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.

Pursuant to the Los Angeles Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.