Sr. Program Manager, Amazon Customer Service Network Solutions

Network Solutions is at the center of how Amazon's Customer Service (CS) network operates - and we're looking for a Senior Program Manager who will help shape what it feels like to work here. This is a role for someone who wants to build the programs, mechanisms, and culture that make a high-performing organization thrive. As a Senior Program Manager on the Business Planning and Org Excellence team for Network Solutions, you'll own the strategy for employee engagement, change management, and the adoption of new tools and ways of working across Network Solutions. You'll also partner with HR Business Partners on organizational health and talent development initiatives. You won't inherit a set playbook - you'll assess the current state, identify the highest-impact opportunities, and build what's needed to make Network Solutions the best place to work. Successful candidates will have experience driving people-focused programs, possess data and situational analysis skills, and earn trust with their customers. They can anticipate organizational needs, set a vision, and gain buy-in from senior leaders. They are comfortable in ambiguous spaces, willing to build from scratch, and obsessed with creating scalable mechanisms and driving continuous improvement. Key job responsibilities - Define the strategy for employee engagement and build the mechanisms that make Network Solutions a place where people do their best work - Lead change management efforts across the organization, helping teams navigate new processes, structures, and ways of working - Drive adoption of new tools and technologies, including AI, through programming, enablement, and communication strategies - Build scalable mechanisms that strengthen how the organization operates — from feedback loops and communication cadences to recognition and onboarding - Partner with HR Business Partners and senior leaders on organizational health and talent development initiatives - Define and track metrics to measure program effectiveness; own reporting for relevant business reviews About the team Network Solutions is responsible for orchestrating both human Customer Service Associates (CSAs) and AI agents as a single intelligent system. We own demand forecasting, network planning, routing and matching, real-time observability, and the end-to-end customer journey from entry through resolution. The Business Planning and Org Excellence team's vision is to make Network Solutions thrive. Our mission is to unlock the organization's potential by enabling the strategy, operations, and organizational health that allow Network Solutions to perform at its best.