Amazon is seeking an experienced Program Manager to join our beta program management team. The candidate will manage a beta operations team, providing leadership and direction for program operations components. Candidate must have a passion for the customer and be capable of delivering high quality under aggressive time constraints.
The candidate will own beta operations including device management and tracking, participant onboarding, device issue resolution, scheduling, and program documentation. The candidate will manage the team that serves as the first point of contact for participants, define team performance goals, monitor and evaluate against pre-set goals and implement action plans to resolve performance barriers as needed. The candidate will:
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· Regularly review and analyze key metrics across the US programs, identify issues, and formulate solutions to improve performance
· Oversee effective implementation of short term staffing plan
· Coach and develop team members on career paths for internal promotions and job enrichment opportunities.
· Actively participate and represent team members in the annual performance review cycle.
· Continually evaluate existing beta program processes in order to efficiently track and prioritize issues discovered during the beta process.
This position involves working with both internal and external beta participants in order to track and resolve product issues identified during the beta test period. The candidate should have experience working in a product development environment, strong organizational skills, and excellent customer-facing communication skills. Job duties and expectations include:
Refine existing beta program processes in order to more efficiently track and prioritize issues discovered during the beta process
Create and maintain beta program documentation and setup/manage resources for internal beta test activities and bug bashes
Create and manage beta participant forums, both internal and external
Provide direct support to beta program participants through accurate and detailed support practices and troubleshooting skills
Own maintaining friendly, professional communication and providing direction to beta participants
Meet SLAs for customer issue resolution and inquiry response
Develop operations plans for new product releases
Define specifications for beta program tools
Work with the internal Digital Products team to track and prioritize beta issues, follow up with engineering for resolution, and communicate status to participants
Identify potential program risks and help ensure successful completion of beta activities through effective communication and follow-through
Analyze beta participant metrics and feedback to generate and communicate meaningful reports, program status, and recommendations
Identify operations process improvements for the beta program
Excellent communication skills and experience working with technical teams and management to collect requirements, evaluate alternatives and develop processes and tools as needed to support the organization.
Basic Qualifications
Minimum Bachelor’s Degree (BS, BA) along with 4 years of relevant experience managing programs in a product development environment
2+ years Team Management experience
Experience with JIRA
Experience with SQL
Experience with Confluence and SharePoint
Preferred Qualifications
Ability to deal with ambiguity and adapt to shifting schedules and time demands
Comfortable working in a fast paced, highly collaborative, dynamic work environment.
High level of written and verbal communication skills
Excellent organizational skills
Ability to track and support multiple projects at one time, and to accept reprioritization as necessary
Must be very detail-oriented
Ability to grasp complex technology and learn new information quickly
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