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Sr Program Manager,Amazon Business Customer Service

March 7, 2026

Description Amazon Customer Service Business is looking for a results-driven Sr. Program Manager to join the customer experience (CX) team, with a focus on Payments and Invoicing for business customers. In this role, you will be responsible for analyzing and resolving complex payment-related customer issues while identifying process improvements and operational efficiencies across multiple regions. You will spearhead program launches in the EU market while maintaining global program excellence. Working closely with teams like Payments, Sales, Integrations tech, and Tax, you\'ll ensure timely resolution of customer concerns and drive innovation to find optimal solutions for B2B payments and invoicing defects. This role requires strong understanding of both global and EU-specific payment landscapes, regulations, and customer needs. The ideal candidate will bring experience in managing complex, multi-region programs and demonstrate ability to navigate both global and EU-specific business requirements while maintaining consistent customer experience standards. Key job responsibilities Lead program launches across EU markets while ensuring CX excellence and compliance adherence Drive end-to-end operational readiness for Payments POD, including process design and implementation Transform manual invoice correction processes to automated solutions for EU business customers Establish and optimize SOPs for business operations, focusing on both PDF and XML e-invoicing systems Lead investigation and resolution of high-severity payment issues in collaboration with resolver teams Conduct deep-dive analyses of key defects, delivering actionable insights and solutions Maintain comprehensive tracking of Payments, Invoicing, and VAT defects across EU markets Partner with technical and non-technical teams to develop and implement solutions Own operational KPI tracking and defect reporting Present strategic updates to Senior Leadership across Customer Service and Payments organizations in WBRs, MBRs, and QBRs Drive continuous improvement through data-driven insights and recommendations About the team Our team owns the Customer Service experience strategy for Amazon Business. Amazon Business is one of Amazonu2019s 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. Basic Qualifications - Experience using data and metrics to determine and drive improvements - Experience owning program strategy, end to end delivery, and communicating results to senior leadership - Experience defining and executing program requirements - Experience working cross functionally with tech and non-tech teams Preferred Qualifications - Experience leading process improvements - Knowledge of Excel at an intermediate level (e.g., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, etc.) - Experience implementing repeatable processes and driving automation or standardization Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice ( ) to know more about how we collect, use and transfer the personal data of our candidates. Amazon 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 youu2019re applying in isnu2019t listed, please contact your Recruiting Partner.

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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