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

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

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.

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.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $104,100/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 https://www.aboutamazon.com/workplace/employee-benefits . This position will remain posted until filled. Applicants should apply via our internal or external career site.