Sr. Technical Program Mgr.
Amazon.com Services LLC
Full Job Description
Bachelor's degree in Engineering, Computer Science or related technical field
7+ years' experience engaging and influencing senior executives
7+ years of experience communicating with technical and non-technical stakeholders at all levels across multiple business units.
7+ years of customer-facing product development experience with knowledge of agile product development and lifecycle management process.
7+ years of program management experience, preferably driving large company-wide initiatives.
Strong technical, analytical and quantitative skills with the ability to use data and metrics to back up assumptions, recommendations and drive decisions
High attention to detail and proven ability to manage multiple, competing priorities simultaneously.
Do you obsess about building products and services that delight customers and employees with disabilities? Do you have the ability to influence and educate others about accessibility best-practices and implement a strategy for adopting accessible Customer Service (CS) solutions?
Amazon’s mission is to be ‘Earth’s most customer-centric company’, and our award-winning, World-Wide CS (WWCS) team, which is one of the largest CS organizations in the world, is an essential part of that mission. Our tens of thousands of Customer Service Associates (CSAs) around the globe provide world-class support to customers 24 hours a day, 7 days a week, and in over 19 languages (and growing).
Amazon WWCS is looking for a highly motivated, customer obsessed and entrepreneurial Senior Technical Program Manager (TPM) to lead and drive the Amazon WWCS accessibility strategy for our global customers and CSAs. In this role you will define the WWCS accessibility strategy in partnership with all CS software engineering, UX and Product teams to drive adoption of accessibility best practices at all levels of the service and product lifecycle for employee- and customer-facing products. This Accessibility role will be dedicated to driving the accountability necessary to delight customers and associates throughout their Amazon CS experience. A successful TPM at Amazon will be a self-starter and experienced in building customer- and CSA-facing features in an e-commerce environment. You will have strong project management skills, an ability to build productive relationships with software development teams, a high degree of ownership, strong analytical ability, attention to detail, excellent communication skills, and an ability to drive consensus. You will be responsible for leading Amazon's efforts to become earth's most customer-centric company for people with disabilities in collaboration with all Amazon accessibility teams.
The successful candidate should have:
Ability to build and drive the CS accessibility strategy and requirements for Amazon mobile, tablet, Web and desktop applications.
Establish productive relationships with a large number of Amazon teams working on the front e-commerce experiences.
Ability to understand and broadly articulate/teach emerging trends in accessibility across WWCS, to include technical trends, incorporating legal requirements and guidelines for creating superior customer and associate experiences.
Ability to clearly and concisely communicate with technical and non-technical stakeholders across Amazon’s CS organization and business leaders.
Ability to influence stakeholders and be a strong internal advocate for accessibility.
Ability to work independently and with limited general supervision.
Ability to collaborate and drive resolution when conflicts arise.
Demonstrated ability to drive process changes across large organizations.
Ability to develop business and adoption metrics, and other relevant indicators for success.
Experience working with QA teams and testing applications for compliance with accessibility standards.
Knowledge of WAI guidelines and specifications including WCAG, ATAG, UAAG, and WAI-ARIA.
Experience conducting usability studies preferably with assistive technologies/customers with disabilities
Experience in creating and communicating requirements for fixing bugs and enhancing user experience. Demonstrated ability to translate customer needs into business and product requirements.
Expertise in using assistive technologies across PCs, tablets, and smartphones for different disabilities, including JAWS, NVDA, VoiceView and OS X VoiceOver.
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.