At arenaflex, we're revolutionizing the way we interact with customers through innovative technology and exceptional service. Our Customer Central Technology team, also known as CHEX, is a dynamic and diverse group of builders who are passionate about creating a seamless customer experience. We're seeking an experienced Senior Technical Program Manager to join our team and drive large, cross-functional programs that support Customer Service Operations worldwide.
**About arenaflex**
arenaflex is a global leader in e-commerce, and our Customer Service Technology systems form the core of our customer service infrastructure. We integrate with other teams across our entire business and are the experts in using technology to create a great service experience for customers. Our team is dedicated to innovating in advanced user experience research, machine learning, security, and distributed systems to help customers solve problems faster, easier, and in their preferred way of interacting with arenaflex.
**A Day in the Life**
As a Senior Technical Program Manager at arenaflex, you'll be responsible for driving large cross-team projects that span multiple technology and operational teams. You'll anticipate bottlenecks, escalate effectively, make trade-offs, and balance business needs against technical constraints. The ability to take large, complex projects, break them down into manageable pieces, develop functional specifications, and deliver them in a successful and timely manner is essential to success in this role.
**Key Responsibilities**
- Managing the lifecycle of complex cross-functional programs
- Focus on managing a single product in a critical technology area and/or managing larger initiatives that span organizations or geographies in support of broader customer service business objectives
- Responsible for the delivery of large and complex projects, ensuring successful execution and completion
- Contribute to and develop OP1/OP2 narratives and take ownership of organizational goals
- Accountable for developing and implementing overall strategy and driving teams inside and outside of the organization to deliver results
- Define programs (including mission, vision, and tenets), set objectives, analyze data, drive improvements that are quantified with metrics, and influence resource allocation
**Requirements**
- 5+ years of technical product or program management experience
- 7+ years of working directly with engineering teams experience
- 3+ years of software development experience
- 5+ years of technical program management working directly with software engineering teams experience
- Experience managing programs across cross-functional teams, building processes and coordinating release schedules
- Experience defining KPI's/SLA's used to drive multi-million dollar businesses and reporting to senior leadership
**What We Offer**
- A competitive base salary ranging from $133,900/year in our lowest geographic market up to $231,400/year in our highest geographic market
- Equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package
- A full range of medical, financial, and/or other benefits, including:
1. Medical, Dental, and Vision Coverage
2. Maternity and Parental Leave Options
3. Paid Time Off (PTO)
4. 401(k) Plan
- Opportunities for career growth and professional development
- A dynamic and inclusive work environment that empowers arenaflexians to deliver the best results for our customers
**Why Join 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 arenaflexians to deliver the best results for our customers.
- We value people with unique backgrounds, experiences, and skillsets.
- We're passionate about creating a seamless customer experience and innovating in advanced user experience research, machine learning, security, and distributed systems.
**How to Apply**
If you're passionate about this role and want to make an impact on a global scale, please apply via our internal or external career site. We can't wait to hear from you!
**About the Team**
The Contact Handling Experience (CHEX) vision is to build tools for our CSAs to deliver Earth's most customer-centric service. We will accomplish this by redefining the CSA experience through understanding CSAs and the job they do. We use this understanding to develop unique products that safely support CSAs in their work. We partner with the larger CS organization by driving Security, Operational Excellence, raising the bar on User Experience, and owning a set of assets that enable the building of Customer Relationship Management (CRM) functionality to serve our CS customers. Our organization defines the strategy for the contact handling experience across all Customer Service verticals and subsidiary companies, such as Audible. We own the development of solutions for Consumer services and provide guidance for other verticals to build within our framework. Our work scales to support service in 52 countries and 25 languages. These solutions cover all contact methods: Phone, Email, and Chat.
**Accommodations for Applicants with Disabilities**
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.