Experienced Full Stack Program Manager II – Customer Experience Excellence in Global Business Expansion
At arenaflex, we strive to be the most customer-centric company on earth, and we're looking for a highly skilled and experienced Program Manager II to join our Amazon Business Customer Service team in Seattle, WA. As a key member of our organization, you will partner with cross-functional teams to drive projects and programs that have a direct impact on operational and financial results. If you're passionate about customer experience excellence and have a proven track record of driving business growth, we want to hear from you!
About arenaflex
arenaflex is a global leader in e-commerce, and our Amazon Business Customer Service team is dedicated to providing exceptional support to our business customers worldwide. We're committed to innovation, simplicity, and customer obsession, and we're looking for a talented Program Manager II to help us achieve our goals.
A Day in the Life
As a Program Manager II at arenaflex, you will be responsible for driving the bar on customer experience excellence. You will partner with the International Expansions team, various product teams, and Frontline Operation Leaders to define projects and programs that drive customer satisfaction and loyalty. You will be responsible for:
- Coordinating and completing projects and programs
- Overseeing all aspects of international expansion customer and customer service agent experience
- Setting deadlines, assigning responsibilities, and monitoring and summarizing progress
- Preparing reports for leadership regarding the status of programs
- Managing initiatives as part of the strategic roadmap of the ABCS Support Organization
- Defining areas of focus and opportunity supported by analysis
- Developing solutions, identifying owners, setting delivery dates, and setting up mechanisms to ensure programs are on track
- Actively building relationships across Amazon Business teams to deliver on your roadmap
- Partnering with the Expansions team, Operation, and Support Function teams on a daily basis
- Creating a culture across the organization of listening to the Voice of the Customer (VOC) and enabling mechanisms for percolating VOC across layers of the organization
- Presenting metric progress in reviews to a wide range of audiences, including Directors and VPs
Key Qualifications
* 3+ years of program or project management experience
- 3+ years of defining and implementing process improvement initiatives using data and metrics experience
- Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL
- Experience using data and metrics to determine and drive improvements
- Experience working cross-functionally with tech and non-tech teams
Preferred Qualifications
* 3+ years of driving end-to-end delivery and communicating results to senior leadership experience
- 3+ years of driving process improvements experience
- Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
- Experience building processes, project management, and schedules
What We Offer
* Competitive salary range: $66,800/year - $142,800/year
- Comprehensive benefits package, including medical, dental, and vision coverage
- Paid Time Off (PTO)
- 401(k) Plan
- Equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package
- Opportunity to work with a global leader in e-commerce
- Collaborative and dynamic work environment
- Professional development opportunities
How to Apply
If you're passionate about customer experience excellence and have a proven track record of driving business growth, we want to hear from you! Please apply via our internal or external career site. We're an equal opportunity employer and welcome applications from diverse candidates.
About the Team
Amazon Business is one of Amazon's fastest-growing businesses, focused on enabling business customers to research, discover, and buy business, industrial, and scientific products in large catalogs. Our customers include individual professionals, businesses, and institutions that buy products in individual or bulk quantities to run their business smoothly. Business customers have different and more complex needs than the traditional Amazon customer base. Amazon Customer Service - Business caters to make each interaction valuable for our business customers.
Benefits Summary
* Medical, Dental, and Vision Coverage
- Maternity and Parental Leave Options
- Paid Time Off (PTO)
- 401(k) Plan
About arenaflex
arenaflex 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 for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner. Apply for this job