Senior Customer Care Programs Manager

Amazon is seeking a Customer Care program manager to act as a subject matter expert for assigned areas across phone, email, social care and other channels. You will create SOPs, knowledge base articles and training to support Tier 1 and 2 agents, monitor trends, and drive improvements across stores, regions and marketing partners.

You will partner with cross-functional teams to ensure accurate customer responses and manage program launches, vendor relationships, and escalation handling.