Senior Program Manager, AWS Customer Service



AWS Sales, Marketing, and Global Services (SMGS) is responsible for driving revenue, adoption, and growth from the largest and fastest growing small- and mid-market accounts to enterprise-level customers including public sector. The AWS Global Support team interacts with leading companies and believes that world-class support is critical to customer success. AWS Support also partners with a global list of customers that are building mission-critical applications on top of AWS services.

Amazon’s technology business has a history and tradition of leading the world in web-related technologies and services. AWS Support provides global technical and account support to a wide range of external customers who are building mission-critical applications on top of AWS services such as Amazon S3 and Amazon EC2. The team is a self-standing P&L with our ability to drive both Amazon Free Cash Flow and deliver a world class customer experience. Our team of talented employees are located around the world and are growing rapidly.

Now, with Amazon Web Services (AWS), you have the chance to help individuals and businesses with their computing and applications in the Cloud. As a member of AWS Support, you will be at the forefront of Cloud technologies and part of the world’s premier cloud services company while enjoying the culture of a start-up. You will be surrounded by people who are smart, passionate about cloud services, and believe that world class support is critical to customer success.

AWSs Customer Service (CS) organization is seeking an experienced Program Manager to join their Programs team. This team proactively engages with stakeholders across the company to leverage the voice of the customer and drive continuous improvement across the people, process and technology framework. The successful candidate is self-driven, customer obsessed and results driven. Has experience managing complex business challenges and a proven record of data driven decision-making. You are highly collaborative and able to influence without authority to drive large cross-functional initiatives forward and improve the Accounts, Billing and Payment experience of our WW customers. You will also have direct influence on how thousands of Cloud Support Builders around the world leverage tools and interact with customers. The ideal candidate has solid analytical, project management, strategic thinking, relationship building, problem solving, and communication skills along with deep experience of complex project and program delivery, from ideation, design and implementation to measurement and continuous improvement in a complex and ambiguous environment.

Key job responsibilities

Analyze to understand business challenges and identify data-driven insights

Present findings and strategy effectively at multiple levels of business both in verbal and written form

Establish partnerships with stakeholders and relentlessly advocate for the design, build and implementation of initiatives to achieve program / business goals

Communicate clear and concise expectations and requirements with business and technology teams

Test and learn to improve effectiveness and efficiency of the initiatives driving strategy

Manage change and risk mitigation effectively

Monitor and measure delivery against program / business objectives

Enable transparency and decision-making across AWS leadership by providing critical communication and clear status of the initiatives you own

About the team

Diverse Experiences

AWS values diverse experiences. Even if you do not meet all of the qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying.

Why AWS?

Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating — that’s why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.

Inclusive Team Culture

Here at AWS, it’s in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences, inspire us to never stop embracing our uniqueness.

Mentorship & Career Growth

We’re continuously raising our performance bar as we strive to become Earth’s Best Employer. That’s why you’ll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.

Work/Life Balance

We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why flexible work hours and arrangements are part of our culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve in the cloud.

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

Dallas, TX, USA | Herndon, VA, USA | Houston, TX, USA | Seattle, WA, USA

Basic Qualifications

– Bachelors degree in computer science, engineering, analytics, mathematics, statistics, IT or equivalent

– 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

– Experience with Excel and Programming Languages: SQL, Python, or R

Preferred Qualifications

– Masters degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field

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

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $92,500/year in our lowest geographic market up to $185,000/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 Applicants should apply via our internal or external career site.