What strategies do you lean on the most to develop relationships with your stakeholders?

"I use the typical outreach methods that are standard relationship development tools. However, I use intuition and empathy to go beyond what is customary. I like to work with each stakeholder as an individual. I get to know them, their working style, and a bit about them personally. I cater my approach to their personality and their needs. When they need more attention because we are in a critical phase, I reach out more. When they indicate they need to vent, I listen. When they are busy with other things, I give them space. Essentially, I follow the platinum rule which states that you treat others the way they would like to be treated. The other thing I do regularly is work incredibly hard to meet the commitments my teams make, be as transparent as possible, and demonstrate integrity at all times. These behaviors are critical in establishing the trust with stakeholders and clients that I am known for in my current role."

Some of the most important work a program manager can do is develop and nurture strong relationships with their stakeholders. Interviewers ask this question to learn more about a candidate's approach to this critical aspect of their work.

Remember to go beyond the basic activities of regular check-ins, or friendly outreach emails. Program managers are expected to have advanced stakeholder and customer satisfaction skills. They are expected to lead by example in this space and give their customers and stakeholders a reason to come back as new opportunities arise.

"I view my approach to be two-fold. First I like to take time to meet with stakeholders to be properly introduced. I get great satisfaction from building rapport with those I work with. Getting to know them personally and professionally builds trust and gives me insight into how they can provide value to me and I to them. Secondly, relationships are bolstered by continual interactions and experiences with stakeholders. As we work together, I like to be candid about how things went to demonstrate curiosity and accountability. This openness tends to drive trust."

"My approach to building relationships with stakeholders starts with treating them with respect and understanding their work style and goals, and personality. What I normally do is to set up a 1 on 1 with each stakeholder to introduce each other and explain the whys behind the projects and try to come up with a shared goal that we can align on."

This is a fully remote position, and the members of the teams within the program you are responsible work remotely. How do you plan to stay connected to your teammates and stakeholders as a program manager at Amazon?

"In regard to my teammates, I like to make sure that each team holds some form of daily check in when working remotely. These meetings are short, but they give everyone an opportunity to discuss what they are working on and determine the logistics for anything they need to collaborate on. I also like to reach out to the people I work with informally through Slack or over the phone. I ask how things are going and if there's anything I can do to support them. This is similar to popping by someone's desk in the office or walking to grab coffee. I take a similar approach with my stakeholders. I schedule regular check-ins to walk through formal updates and gather information on any concerns they have. Additionally, I reach out informally regularly just to let them know they are valued and to see if there's anything I can offer to improve their experience."

Program managers should have extensive experience connecting teams and members of teams. Interviewers ask this question to learn more about a candidate's ability to foster connections within Amazon's remote work environment.

Remember to discuss informal communication techniques in addition to any potential procedural methods you would implement. Impromptu meetings or one on one discussions are wonderful opportunities to gather insight and the depth of information a program manager needs to be successful.

"I will start off by creating a Slack group and project dashboard to stay connected on the project's progress and as well as regular meetings so that regardless of the remote environment, we can be on the same page. I will also discuss members with the best ways to stay connected and align on the ground rules."

What are some ways you would coordinate and drive accountability across the various groups within your programs?

"As a program manager at Amazon, I would drive accountability in a number of ways. First, I would foster an environment of accountability between my teams and our stakeholders. This would include setting specific goals and tracking metrics to measure our team's performance against them. I would ensure that we meet regularly to discuss progress and address any issues as early as possible. I would also encourage our stakeholders to be accountable for their participation in the development process. I would ask them to be accountable for regular access to information and subject matter experts as needed. On a team level, I would encourage our team leaders to ask everyone to make specific commitments, be accountable to them, and hold regular retrospectives. I would personally demonstrate accountability by delivering on the commitments I make to my teammates. I would also leverage transparency and authentic ownership of any mistakes I make in an effort to inspire the same behaviors in others."

Developing and fostering accountable behaviors is a duty that many program manager candidates will be expected to perform at Amazon. Interviewers ask this question to determine how a candidate envisions they will be able to foster a fully accountable environment.

Remember to include accountability methods that can be measured in a variety of ways. This should include observable behaviors and metrics that speak to delivery upon team commitments. Additionally, be sure to demonstrate how you would hold yourself accountable.

"At the beginning of program initiation, I will have a discussion with the groups or people involved to align on their roles and responsibilities to eliminate ambiguity. what had also worked well in the past was to use data and metrics to drive accountability."

Program managers at Amazon are expected to operate with minimal guidance. How do you feel about working mostly autonomously?

"I am very comfortable working autonomously. I am known for taking my assignments and running with them. I work with my senior leaders for guidance at the beginning of a new project or program and then follow through on my commitments to the best of my ability. When needed, I do research, or reach out to subject matter experts for help. I lean on my many years of experience and my intuition to know when to ask for managerial support, but I always pair that with showing initiative and doing as much as possible on my own."

Amazon expects their program managers to hit the ground running and take action with limited guidance. Most program manager job descriptions at Amazon list this as a requirement of the role. Interviewers ask this question to determine if a candidate is comfortable working in this type of environment.

Remember to describe how you typically handle situations in which you do need guidance or support. Candidates that can demonstrate initiative during times of uncertainty are valued.

"I work independently with limited guidance but I make sure to talk with my senior leaders for guidance at the beginning of a new project or program and then follow through on my commitments to the best of my ability. This way, I can align on the ultimate goal and set an expectation with leaders."

What are some of the methods you use to deliver effective communication?

"I use several methods to communicate effectively with my fellow team members, my partners, my management and my clients. First, I take the time to get to know the people I communicate most frequently. I customize my approach to match what works best for them as much as possible. I find that the effort I take in that area is often appreciated and helps to minimize confusion and miscommunication. Second, I rely on direct, concise, and headline-driven communication. I make sure the key points are highlighted and easy-to-follow. I then back up my points with additional information as necessary.Lastly, I am authentic and empathetic in my approach. This helps to build trust and opens the door for balanced and healthy two-way communication. I am honest when I disagree, and I commit to my views. However, I remain open to the ideas of others and I am comfortable admitting when I am wrong."

Large enterprises such as Amazon rely on the communication skills of their employees. This is especially important for those who work in a leadership capacity and have responsibility for communicating information regarding large-scale programs. Interviewers ask this question to ensure the candidate they select has an effective communication strategy that will add value immediately if hired for the program manager position.

Remember to review Amazon's leadership principles prior to your interview. The Amazon jobs website offers clear expectations about the values and characteristics they seek in the leaders they hire. Several of those attributes are directly applicable to effective communication skills. Demonstrating that your communication style is in line with the leadership culture at Amazon may help you to stand out in a large pool of candidates.

"My communication methods differ depending on the situation and audience because I think it is important to choose a communication style that fits the audience and situation. In my previous role, I used program updates, documents, and meetings to communicate depending on what and who I am communicating."

What should be included in a well formulated project charter?

"Project charters vary from company to company and even between departments, but they typically include a basic set of information including: the project name, sponsor/stakeholders, the problem statement, the goal, in/out of scope statements, expected benefits, team members, timeline details, milestones, and budget information."

Program managers may be responsible for authoring project charter documents at Amazon. Interviewers ask this question to test the candidate's basic knowledge of this important pre-project deliverable.

Remember to keep your answer concise and focus on the most important aspects of the document. Some companies use templates with information that is specific to the types of projects they perform. Interviewers are only interested to ensure that the candidate they select understands the basic information that is typically included in a project charter.

"I understand that project charters may vary based on the team, but in my experience, a well-formulated project charter will consist of the following information and characteristics: it is concise, has basic information such as the name of the project and timeline, states our goals, potential constraints, budget, and stakeholders."

"Charters vary from company to company and even between departments, but they typically include a basic set of information such as the project name, sponsor/stakeholders, the problem statement, the goal, in/out of scope statements, expected benefits, team members, timeline details, and milestones."

We are seeking a program manager who is comfortable delivering end-to-end project management. What does end-to-end mean to you?

"End-to-end management means jumping in at whatever phase I am asked to jump in at, and seeing a project through to whatever phase it makes it to eventually. Assuming I am involved from the beginning, this would include ensuring the success of activities for project definition, analysis, development, testing, implementation, post-launch support, maintenance and upgrades, and decommissioning if applicable."

Amazon seeks program managers with the experience necessary to serve as a bridge that provides a consistent level of management and oversight to complex cross-functional initiatives. Interviewers ask this question to ensure the program manager they hire understands this important project ownership concept.

Remember to include the activities that occur prior to the formal start of a project such as discovery or definition. Also, it is important to remember maintenance, closeout, and potential product decommissioning activities as well.

"End-to-end means to me that I am responsible for initiating the project from scratch to actual execution and completion of project delivery. This will mean that I will be creating the project charter and owning the closure of the project."

How would you define the relationship between a vision, goals, and strategy?

"Vision, goals, and strategy are high-level features of a program or project that define the target and how it will be met. The vision communicates the 'what' of the initiative. It is a clear and short statement that outlines the purpose and the ultimate goal. It helps to create excitement and alignment within the teams that work toward bringing the vision to life.Goals define the extent to which the vision will come to life at a given point in time. For example, if the vision of a program at Amazon is to delight the customer and make their lives easier, a goal for that vision might be to increase the live sports streaming offerings by 15% over the course of a year. Strategic plans define how goals will be met to transform the vision into a reality. If we stick with the example goal of the 15% live sports streaming increase, a strategy for that goal would include a multi-faceted plan that integrates work between various teams and groups such as product management, marketing, engineering, support, legal, finance, etc."

Program managers are responsible for taking programs through all of the phases from inception to execution and support. This question is asked to ensure a candidate understands these important conceptual artifacts that help to drive alignment and success within large programs of work.

Remember to provide easy-to-understand and clear definitions for each area. Program managers often drive the facilitation of the discussion and creation of vision statements, goals, and strategic plans. It is expected that they can quickly and easily describe this work.

"Vision is a north star and long-term goal that we want to get to and it is normally difficult to achieve. Goals are shorter-term goals to get to the ideal north star goals and strategies are how we get to the ultimate vision."

At Amazon, we leverage our Leadership Principles every day. Can you name three of them?

"I reviewed the Amazon Leadership Principles in detail in preparation for this interview. I genuinely resonate with the attributes the leaders at Amazon strive to demonstrate in their work, and I have applied many of them professionally as well as personally. The three principles that stand out the most for me are Learn and Be Curious, Bias for Action, and Dive Deep. I think those three principles represent a balance between analytical and intuitive approaches to thought and action, and I believe I would apply them daily if hired for the program manager position."

Amazon promotes a specific set of principles they expect their leaders to exemplify. Amazon communicates that these principles are used every day and are one of the the things that makes Amazon peculiar. Interviewers ask this question to identify candidates who took the time to research their company culture and are prepared to demonstrate the valued leadership principles of Amazon if hired.

Remember to be prepared to discuss examples of how you have demonstrated or would embrace the Leadership Principles of Amazon if hired for the program manager role. While this exact question may not be asked, it is highly likely that your interviewer will include questions to determine if you are in alignment with the values of the company and their unique approach to leadership.

"Customer obsession, Deep dive, and insist on the highest standards."

At Amazon, we work in a fast-paced environment with a high rate of change. How do you perform an impact assessment to the strategic plans you are responsible for when significant changes arise?

"The first thing I would do is brainstorm a list of impact areas to be assessed. For example, I might consider financial impact, customer satisfaction, resource time, the frequency in which something occurs, the number of affected clients or users, etc. I would assign a weight to each of these impact areas depending on the relative importance of the area to the client and business unit I am working with.Next, I would develop an easy-to-use scale to rate each assessment item in terms of impact. A typical scale would be a high-low scale in which I use the numbers 1-10. I would rate the items myself using a data-driven approach, or facilitate a stakeholder session to rate the items. Using a simple formula, I would then calculate the overall impact of each item.I would consider adjustments to the scores based on my previous experience and intuition as well as the experience and feelings of the other subject matter experts involved. I would then develop a recommendation with strategic and tactical guidance supported by the impact analysis."

Determining the impact of major changes is a primary responsibility of program managers. This question may be asked in an interview to gain insight into a candidate's process for analyzing this type of information.

Remember to include the aspects of your impact assessment process that rely on intuition and experience in addition to data-driven processes. The experience and feelings of a program manager can be an important factor when developing a strategy from the results of an impact analysis effort.

"I will do a risk assessment by working with stakeholders to gather potential risks that could happen and categorize them by risk type, probability of risk, and impacts attached. I will then identify mitigation plans and align with the stakeholders and clearly communicate the risks."

What types of activities do you feel would be involved in owning the strategy for program of work at Amazon?

"I imagine there would be four main types of work involved in owning the strategy for a program of work at Amazon. The first would be strategic analysis. This would involve doing the analysis to understand the current state of the program, the current operational models, and identifying what is working well and what needs improvement. The second group of activities would involve working with the stakeholders of the program to identify strategic goals. This process would be informed by the strategic analysis as well any visionary ideas from the collective leadership. The third set of activities would involve driving out specific goal statements and identifying timelines and key metrics for each. Finally, ownership of the program strategy would include developing a plan to implement the strategy and communication and socialization of the associated roadmap."

Program managers serve in both strategic and tactical capacities. While it is important to hire a candidate that can manage the day-to-day activities of their teams, it is perhaps more important for a program manager to have the skills necessary to analyze large data sets and bridge groups together to develop complex cross-functional strategic plans. Interviewers ask this question to ensure the candidate they select understands the scope of work involved in program-level strategic planning.

Remember to consider all of the phases of strategic planning within your response. Your answer should include analysis, facilitation, planning, socialization, and artifact development related activities.

What excites you about the opportunity to work at Amazon?

"I am most excited about working with the senior leaders at Amazon. I genuinely resonated with the Leadership Principles of the company and I feel that my own style of leadership is in direct alignment with the values of your company. I would love the opportunity to learn with senior leaders who have global enterprise level leadership experience as I feel it could help me grow into the type of leader I want to become in the future."

Interviewers seek to hire talented candidates that are motivated to work at Amazon. This question is used to identify program managers with the excitement and drive necessary to thrive in the fast-paced global environment of Amazon.

Remember to discuss how the aspect of your excitement that you describe benefits Amazon. Interviewers appreciate candidates that are able to articulate a value stream that benefits all parties involved.

"The thing that excites me the most about the possibility of working as a program manager at Amazon is that it provides me the opportunity to leverage my expertise while learning about new lines of business. There are very few companies with the number scale and reach that Amazon has and I feel I could add value immediately while exploring several new opportunities for professional growth."

What types of resources have you have financial responsibility for?

"I have controlled budgets for staff and contingent labor, travel, equipment, material, purchased services, support, and marketing."

Many program managers at Amazon have financial responsibility for their programs. The budgets for various resource types are allocated and tracked differently according to the specific line of business at Amazon, company policy, and accounting regulations. This question is asked to determine if a candidate has experience managing the types of budgets they will be expected to have oversight of if hired.

Remember to consider non-human resources such as equipment and materials in your response. Also, some program managers are responsible for managing travel and expense budgets.

Our program managers are sometimes involved in large third party solution purchases. What experience do you have working with vendors?

"I have end-to-end experience in this area as I have worked on both sides of third party purchases. I have worked for companies that offer solutions and I have worked for enterprises that purchase them. I have authored RFI, RFP, and RFQ documents and answered them, I have negotiated contracts from both perspectives, I have managed implementations, and I have managed support and ongoing service activities."

Amazon expects program managers to have end-to-end experience working with third parties to supplement their own solutions and products. Interviewers ask this question to ensure that the candidate they select can handle the responsibility facilitating important activities such as contract negotiation on behalf of their organization.

Remember to include the experience you have across all of the phases of vendor solution management. This includes discovery, contract negotiation, implementation and support activities.

What types of data analytic tools do you have experience using?

"I have experience using Power BI and Tableau. I am also adept at SQL and I understand relational and non-relational database structures. I leverage this knowledge on a daily basis to provide analytical support for the various business decisions I contribute to."

Amazon is a technology-driven company that consistently leverages the data they gather to drive important business decisions. This question is asked in an interview to identify program manager candidates with the experience necessary to properly analyze the metrics and data within their area of responsibility.

Remember to include your experience writing your own custom queries in the event you have not had the opportunity to work with specific business intelligence tools. Interviewers may accept this experience as it demonstrates understanding of how data is structured and analyzed to make important decisions.

Communication is key at Amazon and we seek program managers with excellent written and verbal skills. Describe the last major presentation you delivered.

"I was recently asked to review the operations of a media production group within the company I work for. They were considering an overhaul of their scheduling, payroll, and reporting processes and asked my team to do the high-level discovery before engaging with vendors to discuss solution options. I presented the discovery findings to a group of senior executives from their operations group as well as senior executives from another similar business unit that was also interested in overhauling their operations. My senior management was included as well. The presentation was given remotely and included a review of what was currently working well, areas of improvement, quick hit opportunities that could be immediately implemented, and a high-level strategic plan for improvement. We discussed a mix of workflow changes and technology improvement options as well as the high-level estimates for the cost and ROI for each.The presentation was a success and the executives appreciated the care my team took to understand the operations of their teams. I was able to accurately articulate their needs and focus on the areas that represented a viable value stream, and there are now several projects in flight that align with the recommendations I gave during the presentation."

Presentation and communication skills are critical to the success of Amazon program managers. Many program manager roles at Amazon are remote and require the ability to bridge together globally distributed team, partner, and customer perspectives. This question is asked to determine if a candidate's presentation experience is a fit for the scale of the work they will be expected to perform regularly at Amazon.

Remember to describe your audience in addition to the subject of the presentation you delivered. Also, it is important to discuss the medium in which the presentation was given. Amazon employs a large remote workforce, and expects candidates to be comfortable delivering presentations online as well as in person.

"At Microsoft, I delivered pre-event logistics meetings. These were done virtually using Microsoft Teams, for which I also created the calendar invites and managed them.These meetings were to communicate Event expectations such as which hiring managers were aligned with which teams."

We strive to hire top talent at Amazon. What are some ways you feel you can help us raise the bar?

"I am a trained facilitator and I specialize in team performance consulting. I am able to foster trust and leadership within teams and neutrally negotiate ways forward that transcend conflicts and generate higher levels of information sharing and overall performance. I am also a hybrid personality type. I am able to connect with extroverts, introverts, and those that process information in a variety of ways. I can analyze detailed information and synthesize it to develop a big-picture view. This blend of skills helps me to hold a more holistic perspective and serve as a bridge between people and ideas that are both tactical and strategic in nature. I am not always the person with the best idea, but I am great at bridging the best ideas together to develop exceptional transformation strategies."

Amazon seeks candidates that bring a specific set of talents that will complement their team in such a way that the team is able to perform at a higher level after the candidate is hired. Interviewers who ask this question seek candidates with talents that are complimentary and in direct alignment with the needs of their team.

Remember to highlight any applicable talents or behaviors you have that are unique or difficult to find in candidates. Offering value that sets you apart from other candidates could raise your chances of being hired. Also, consider any talents you have that are in direct alignment with the mission of Amazon or the specific Amazon group you are interviewing with.

"I believe that what makes me so valuable is my emotional adaptability. I am passionate about delivering results and improving processes, but I also feel that the connection that a team has is of utmost importance. Therefore, am always trying to stay genuinely curious about others so they feel heard and understood. I’ve noticed that when I do that, we work more in tandem and genuinely enjoy it more."

Please describe your experience managing projects and programs.

"I began working as a project manager within the properties division of a large enterprise. I managed projects for initiatives such as large office moves, new system rollouts, and major renovations. The budgets for these types of projects varied from several hundred thousand dollars to multi-million. I coordinated the various tasks between the various stakeholder groups, other project managers in my area, and the groups we relied on to handle construction and our technology needs. In my current role at XYZ Company, I am a program manager within the workspace operations group. My main focus is to coordinate projects that enhance the workplace experience of my fellow employees. There are four project managers that report directly to me, and we collectively represent a portfolio of anywhere between 10 and 20 projects in flight at any given time. I report directly to a senior manager within the workspace PMO and I am responsible for developing roadmaps, tracking progress, establishing budgets, delivering executive presentations, and ensuring project management standards are upheld."

This question is asked to assess the level of responsibility a program manager has had in previous roles. Some organizations use the terms project management and program management interchangeably while others utilize program managers as senior leaders that bridge multiple projects together. Interviewers use a candidate's answer to determine if they are a fit for the scale of programs they will be required to lead at Amazon.

Remember to include examples of the various types of projects you have led including operations, technical, financial, HR, etcetera. Also, be sure to describe your experience leading internal projects, customer-facing projects, and those that require partnership with third-party vendors. Finally, be sure to offer the interviewer a sense of the scale of the programs or projects you had responsibility for. This includes the budgets you were responsible for, the resources you led, and the user communities you served.

"Most recently I’ve been managing and coordinating events at _______, where I see each event as its own project. With each event, I worked cross-functionally with hiring managers, talent acquisition partners, and scheduling partners. I had to hold all three of those teams to distinct deadlines through daily touches and occasionally through meetings. As a training supervisor for a global nonprofit organization, we implemented a variety of programs for our employees. I was part of the strategy committee that developed a performance rubric and was then integral in rolling out the feedback program, necessary maintenance, and updates, and then using the results of the program to make decisions about training content and contract extensions. I feel excited about managing a project or program with efficiency, bold results, and engagement."

As an Amazon program manager, we ask that you have strong executive presence. What qualities do you feel you have that would contribute to that?

"I am a naturally calm and confident person. I do not always have the answer needed in every situation, but the executives I work with trust that I will work hard to find a way to solve whatever complex problems they throw my way. I also have strong facilitation skills. I find that executives tend to have significant challenges getting on the same page because they all work hard to represent the unique needs of their own departments. I am skilled at bridging disparate perspectives together and fostering cohesion in complex circumstances."

Some Amazon program managers are responsible for working directly with the executives of Amazon as well as the executives of partner and client companies. This question is asked to learn more about a candidate's ability to handle themselves appropriately during these important exchanges.

Remember to describe your skills with confidence and presence. Your answer should be a representation of one or more of the qualities you describe. For example, if you answer that you have vast experience in the industry and you are confident in your ability to help executives make solid business decisions, you should state this in a direct and confident manner.

Please describe your management style.

"My management style is a dynamic blend of several styles. I believe in taking the time to get to know the individuals I work with so that I can craft a custom approach that is the best fit for their needs and the specifics of the situation.I have had the good fortune to work with many extremely talented people over the years, and I find myself using democratic management methods most often in these instances. I see it as my role to encourage collaboration and transformation. I serve them as best I can by removing roadblocks and inspiring creativity and innovation. I work to help them feel trusted and supported so that they can develop a team environment of vulnerability and accountability. Once that is established, I typically step back, let them perform, and ensure that their work is rewarded properly.When I am working with individuals or teams that need more guidance, I take a more hands-on approach. I use mentoring and coaching techniques and lead by example. I have no problem getting in the weeds of a project and doing whatever is needed to fill the gaps. I have rarely had to lean on autocratic methods, but I assert authority if the situation calls for it and other approaches fail."

Program managers are called upon to lead in a variety of capacities over the course of their time managing project portfolios at Amazon. Additionally, program managers are collaborators who foster cohesion between groups. They are expected to continually align teams with strategic goals and initiatives. Interviewers ask this question to gain insight into a candidate's approach to management and whether it is a fit for the role.

Remember to include more than one management style within your response. Program managers at Amazon often work with more than one team at a time as well as resources that represent a variety of seniority levels within a company. Interviewers value candidates that are prepared to customize their approach to meet the needs of the situation.

"I would say that my management style is one that consistently molds itself to those that I’m working with. I first try to understand the working styles of the team and move forward from there. In regard to general principles, I also try to foster an environment of accountability and resilience. Roadblocks and questions are not to be punished but are celebrated as gateways for improvement."

Do you have experience leading technology development projects? If so, can you describe the types of projects and the functions you performed.

"The job I held previous to my current role was a project manager position for a financial services SasS product. I managed projects to develop features for the API and mobile functions of our product. I managed a cross-functional team that included product managers, systems analysts, engineers, and quality assurance analysts. I was also responsible for coordinating the work of shared resources such as architects, database administrators, support analysts, support engineers, and consultants as needed."

Many programs and projects at Amazon require program managers to coordinate or lead technology solution development initiatives, or require coordination with technology teams. Interviewers ask this question to determine a candidate's level of experience in this area.

Remember to describe the roles you had responsibility over in your role as a technology project manager or program manager. Amazon specifically require experience managing cross-functional technology teams. It is important to offer a sense of the breadth of management experience you have this area.

Do you have experience managing globally distributed teams?

""I have managed several globally distributed teams. The customers for the products within my portfolio are located throughout the Americas, Europe, and Asia. I coordinate steering committee meetings comprised of representatives from each area regularly. Additionally, the product development teams I manage all work remotely. We have team members in the US, Brazil, England, Poland, and India."

Amazon operates in a global setting with employees and customers located all over the world. Management of global initiatives requires advanced facilitation skills as well as knowledge of cultural and professional norms for each area. Interviewers ask this question when they anticipate the program manager they hire will be responsible for projects that rely on globally distributed teams.

Remember to mention working with globally distributed customers or stakeholders if your management experience is limited in this area. Interviewers at Amazon may accept experience working with customers in various locations in lieu of experience managing globally distributed teams.

What strategic planning methods do you have experience facilitating?

"I have experience working with business stakeholders to facilitate SWOT analysis sessions. In these sessions, we develop lists of strengths, weaknesses, opportunities, and threats and then determine their impact on the business. I have also worked with the OKR model to develop objectives and key results. This model is useful for helping me develop the key performance indicators for the products I am responsible for. My background as an analyst helps me to understand how to analyze large data sets and look for trends or data points that indicate various operational problems exist within an organization. From there, I have extensive experience partnering with various subject matter experts to drive out strategic plans for a resolution that specifically aims to resolve issues and aligns with business goals.From an agile methodology perspective, I have experience facilitating user story mapping sessions, driving out product development epics, and coordinating release plans across the teams within my program."

Strategic analysis is a key skillset for a program manager. Many program-level management roles at Amazon specifically mention this skillset within the job description. Interviewers ask this question to determine the depth of a candidate's experience in this area.

Remember to include an example of your ability to identify 'thematic business problems' within your response. You should be able to then clearly demonstrate how you are able to transform those problems into strategic plans for process improvement or issue resolution. Also, include the names of any specific models such as SWOT analysis or OKR goal setting you have experience with.

How many projects do you typically manage concurrently?

"The program I currently manage is comprised of four teams that support seven major products. Three of the teams are cross-functional teams of seven to ten resources including project managers, product managers, engineers, and testers. The other team handles all of the maintenance and support of our products that are in production. We typically aim to break large initiatives down into small projects that range from three to six months in duration and there are anywhere from five to ten projects occurring simultaneously at any given time."

Interviewers ask this question to get a sense of the scale of the programs a candidate has experience managing. The answer a candidate provides helps to determine if their experience is in alignment with the level of responsibility that is expected of the open program manager role at Amazon.

Remember to provide high-level details regarding the number of resources that work on the project teams included within your answer. For example, a project manager responsible for one project with fifty individuals assigned might be comparable to a program manager responsible for five projects assigned to five smaller teams.

What project management methodologies do you have experience with?

"I have experience using several methodologies including Waterfall, Scrum, Kanban, and SAFe. I have also worked with custom agile approaches that were a hybrid of best practices from several methodologies. I feel confident that I will be able to apply my conceptual knowledge to the processes and scaled approach used here at Amazon."

Amazon uses project management methodologies that vary depending on the group, the product, and the customer the project supports. Interviewers ask this question to identify program managers who understand the methodologies and principles their teams use to develop products and execute their assigned project work.

Remember to review the job description for information that will help you identify the methodologies used by the team(s) you will be working with if hired. Do some initial research and let the interviewer know that you are committed to thoroughly researching their approach prior to starting if you do not have experience with the methodology required for the role.

One of our leadership principles is frugality. Can you describe a time when you were able to achieve more with less?

"One of my current clients was in need of several technology modifications. The projects associated with the changes would typically require the services of a business systems analyst and a quality assurance analyst. However, my client was low on capital for the year and my team did not any extra analyst resources available to use on a part-time basis. We discussed the possibility of waiting until the next annual budgeting period, but the financial impact of that option was more than my client could handle. I asked them to identify their most analytical resource within their department and asked if I could take them on and teach them to take on some of the work required to supplement the missing resources. It took some time to bring the gentleman they selected up to speed, but he ended up embracing the work and did a really great job on their behalf. This approach saved them $80k in capital over the course of a year. Additionally, the guy who took on the role went on to become a certified product owner and now serves as a partner of mine in facilitating the technology projects for their department."

Financial responsibility and creativity are two characteristics Amazon is known for. Interviewers ask this question to ensure the candidate they select has the ability to demonstrate budget conscious behaviors.

Remember to give provide a sense of scale in your response. Let the interviewer know how much you saved your client or employer through the actions you took.

What unites Amazon employees across teams and geographies is that we are all striving to delight our customers and make their lives easier. As a Program Manager at Amazon, how do you feel you could contribute to that common goal?

"I have a strong record of process improvement in my professional background. I enjoy reviewing the current ways of approaching a variety of tasks and identifying ways to streamline them and generate value. I feel that as a program manager focused on business operations, I could improve the operations of the teams I work with and the business units I support. In turn, this should result in smoother operations that allow more time to focus on an improved customer experience."

Amazon has a consistent track record of raising the bar when it comes to offering a mix of valuable and innovative products to their customers. Interviewers ask this question to ensure that the candidate they hire has researched the mission of the company and understands how their work as a program manager would contribute to Amazon's commitment to delivering upon their stated mission.

Remember to consider both direct and indirect support of the mission of Amazon within your response. For example, the program manager position you apply for may support the HR functions of Amazon and may not interact directly with customers. However, improving the lives of the employees of Amazon can create the conditions necessary to improve the delight of the customers of Amazon. In the event you cannot easily identify a way to contribute, you can offer that you would regularly ask your teams to consider the mission of Amazon and ensure their work is in alignment with it.

Describe a time when you had to sacrifice quality due to budgetary, resource, or time constraints.

"A team I managed developed a strategy for a phased approach to improving the data entry and calculation for a multi-step workflow that had too many touch-points that resulted in errors. We implemented the first round of improvements based on their frequency of use and the impact they had on the business overall when the manual pieces of the process were handled incorrectly. My team and I delivered several successful features and then the executive management within the business paused the project to shift resources to a need they perceived as more important. This change in direction left a portion of my users leveraging a half-developed solution that was painful and not what was originally promised. I worked with their management to shift resources to provide additional support during peak business times. Additionally, I asked the analysts on my team to provide extra reporting and query support. Eventually, our development team was able to circle back around and deliver the entire solution as it was originally designed. Our customers appreciated our commitment to customer service during this difficult time."

Interviewers at Amazon understand constraints and the need to make concessions when delivering program or project-level solutions. They ask this question to determine how a candidate ensures that the sacrifices made are intelligently selected based on need and value.

Remember to include the details of how you supported a client or your stakeholders through a difficult situation due to constraints. Interviewers understand that the outcome of the situation was less than optimal, but are interested in hiring candidates that add value and offer excellent customer service even when options are limited.

How would you add value to the teams you will work with at Amazon within your first sixty days after being hired?

"One of the first things I would do upon arrival is to learn as much as I can about the line of business I will be supporting at Amazon, the teams I will be working with, and the customers or stakeholders I will serve. I typically use a mix of research, interviews, shadowing, and observation in my approach to this. The information I gather during this process helps to ensure that I understand the goals of the organization, the program, and the projects involved. Additionally, I work quickly to identify an area where I can be of immediate service to my team. Sometimes I have expertise in an area they need help with, and sometimes they just need someone to take smaller tasks and run with them. I find this help alleviate pain within teams that are overworked, and it helps me to get to know the teams and systems I will be working with. Finally, I dedicate time to getting to know the people I will be working with. I use these informal check-ins to mostly listen and learn. They help to establish lines of communication and trust. Developing strong relationships is a key aspect of program management and I like to begin that process on day one."

Program managers are expected to create efficiencies and add value to the programs they manage. Additionally, program managers are expected to be able to make quick program assessments and develop tactical and strategic plans for change. Interviewers ask this question to ensure the candidate they select has a clear plan for how they will benefit the teams they work with shortly after they are hired to work at Amazon.

Remember to describe a process for adding value to the teams you will be assigned to as well as the customers or stakeholders you will be working with. It can also be helpful to demonstrate how your specific expertise will benefit the business operations of the area you will be assigned if that information is known prior to your interview. Finally, be sure to communicate a sense of humility within your response. Program managers at Amazon are expected to be able to lead quickly with minimal direction, but it is important to take the time to learn how the new teams, stakeholders, and customers operate before driving change.

Describe a time when you leveraged data-driven metrics to identify and implement an improvement in a professional setting.

"In my current role, I work with teams that provide first and second tier support to our customers. I noticed that the numbers for ticket time to resolve were higher than I would like to see. I spent time looking for patterns within the data and identified five key ticket themes that were consistently sent to tier two for resolution that could have been resolved by tier one if they had the proper training and materials available. I worked with the managers of each group to update our knowledgebase information and train each group on the new procedures. The change I implemented reduced the tickets sent to tier 2 by 18% in the first year and the time to resolve those types of tickets was improved by 30%. Now that those time savings are in place, and the customer experience has been improved, I am in the process of reviewing the tickets escalated from tier two to tier three. My hope is that we will identify several similar process changes that will continue to improve the customer experience."

Amazon is a company that relies on metrics and data-driven strategies. This applies to all areas of their business including product metrics, support metrics, website metrics, app metrics, logistic metrics, warehousing metrics, etcetera. Interviewers ask this question to identify candidates that are comfortable reviewing processes, analyzing metrics, identifying important trends and opportunities, developing change strategies, and implementing process changes that add value.

Remember to describe the previous state or business problem, the analysis you did, the opportunity you identified, the role you played in implementing the change, and the effect it had once implemented. Amazon relies on program managers who are comfortable with end-to-end ownership and taking an opportunity from identification to post-launch support.

As a Business Management team program manager, you will facilitate important meetings regularly. What are your go-to methods for ensuring that your meetings stay on track?

"I enjoy facilitating meetings and I have taken a number of classes over the years to improve my skills in this area. I deploy a mix of tools and strategies to ensure my meetings run as smoothly and efficiently as possible. First, I make sure to craft agendas for important meetings and circulate them in advance. Next, I begin each meeting with a quick agenda review to make sure all of the participants are on the same page. If needed, I go over ground rules and the other basic facilitation tools I use frequently such as parking lots, action item lists, and decision lists. If the meeting is remote, I use screen sharing and whiteboard technologies to help facilitate meetings. I am comfortable documenting information online so that everyone can make sure they were heard properly during the meeting. Finally, I use a mix of brainstorming, strategic planning, prioritization, and conflict resolution methods to help my meetings stay on track. I have a wide variety of approaches available, and I select methods that are a best fit for the content, the location, and the participants of the meeting."

Program managers are expected to have excellent meeting facilitation skills. The Business Management program manager will work to create and maintain alignment between their teammates and their stakeholder groups such as accounting and finance. Interviewers ask this question to ensure the candidate they select has the skills necessary to effectively run the important meetings they will be required to lead.

Remember to mention any tools or methods you use to facilitate meetings in a remote setting. Amazon operates globally, and teams are often distributed. Candidates with experience facilitating regularly in a distributed and/or remote setting are valued.

What can you tell me about the Buy With Prime service we offer our retailers and customers?

"Buy With Prime is a service that Amazon offers to retailers. It was announced in the spring of 2022. Retailers who take advantage of this product offer their customers the ability to make a purchase on their website while using their Prime membership delivery, payment, and return benefits. Customers are able to make their purchases with the confidence of knowing Amazon will handle the logistics of their purchase, and retailers are able to leverage the Amazon brand to expand the services they offer to their customers. I think it is a really smart way to extend the logistics and transportation fleet of Amazon while continually improving the customer experience."

Content program managers at Amazon work with creative teams to produce content to promote, support, and improve the Amazon brand and their extensive line of products. This question is asked to determine if the candidate has researched the specific products they will be working to develop content for if offered the open program manager position.

Not all content program managers will be in direct support of the Buy With Prime service, but questions like these are likely to occur in an interview for a content program manager role. Remember to thoroughly research the product line you will be working with for the specific position you are interviewing for. This includes learning the basic product features, the competitors, product history, and any future plans for the product mentioned in news articles.

What sources of information would you lean on to identify customer experience improvement opportunities?

"I would use a wide variety of sources to identify customer experience improvement opportunities. First, I would work with the subject matter experts and leaders at Amazon to gather their perspectives on top priority improvements. Industry experts provide detailed knowledge that is hard to replicate elsewhere. Additionally, I would use a data-driven approach to identify opportunities. I would look for trends, anomalies, and shifts in metrics that indicate improvements are needed. I would gather data from all of the available sources such as CRM and ERP data lakes.Where possible, I would also look directly to the customers of Amazon for additional information. This might include reviewing discussion boards, reading their reviews, observing support calls, etcetera. I would also look externally to understand how the media perceives Amazon's ability to deliver excellent customer experiences. Their assessments have a powerful effect on customer perception, and I might find opportunities based on their experiences and opinions. Finally, I would research competitors and other customer experience organizations to compare Amazon's approach and look for improvement opportunities. I feel that these strategies would offer me a well rounded sense of customer experience improvement opportunities for consideration and prioritization."

Customer experience program managers help to identify and validate project needs. A proper understanding of the customer experience landscape of Amazon is a key aspect to the ability to correctly identify and prioritize project requests. Interviewers ask this question to identify candidates who know how to review internal and external data sources to holistically identify improvement opportunities.

Remember to include sources of information that are external to Amazon within your response such as articles, blogs, discussion boards, and competitor news. Offering holistic answers to questions like these can serve to boost the interviewer's confidence in your knowledge and abilities.

Describe the specific types of creative projects have you managed recently.

"I have managed marketing and promotional projects, show production products, and live event projects. Most recently, I have been working as a special projects manager for a major network. I really enjoy coordinating live event projects such as award shows, holiday specials, and brand promotional events because they are cross-functional and allow me to use my skills managing show production and promos all in one project while working at a faster pace."

This is a basic discovery question intended to determine the breadth of a candidate's creative project management experience. Interviewers at Amazon value candidates that can demonstrate management of a variety of project types using different forms of media.

Remember to provide a sense of scale of the projects you were responsible for in the past. This information helps the interviewer determine if you have the experience to match the requirements of the role. Also, be sure to mention any experience that applies to the specific type of content your teams will be working to develop at Amazon even if it is not the most recent experience on your resume.

We value Business Management program managers who have in-depth knowledge of the retail industry. How would you define the vendor-reseller relationship, and how is it supported by ERP systems?

"A vendor-reseller relationship occurs when a vendor sells its products to consumers through a reseller party. Amazon is well known for excellence in this model. Vendors use the reach and the branding of Amazon to extend their customer base by selling their products through Amazon. For example, imagine a furniture sells their products in their stores and through their own website, but they also make their products available to Amazon customers as well. In this case they would sell them directly to Amazon and ship them to the Amazon warehouse for resale by Amazon. ERP systems support the vendor-reseller relationship by integrating the systems between the reseller and the vendor. For example, the quantity of the products available for purchase by the vendor is kept up to date through ERP integration between the two parties. Additionally, transactional data for sales and payments to the vendor are handled by ERP solutions as well."

The Business Management program manager is expected to have in-depth knowledge of the retail business. Additionally, Amazon requires knowledge of partnering with internal stakeholder groups such as sales, accounting, finance, and operations for success in this role. This question is used to test a candidate's basic knowledge of the retail industry and the technology solutions used to support vendor partnerships.

Remember to provide an easy to understand example of how a vendor-reseller relationship would be supported by an ERP solution in addition to a basic definition. Program managers are expected to explain complex technical concepts easily from a business perspective. This question offers the perfect opportunity to demonstrate excellent communication skills in addition to industry knowledge.

What types of creative roles have you held in the past?

"I started out as a production assistant for a studio. I mostly supported the creative process, ran errands, and helped deal with any conflicts that came up during a client session. I really enjoyed the role because it allowed me to observe the entire process and learn about all of the roles involved in video production. I leverage that knowledge every day as a creative project manager.I was also an associate producer for three years. I wrote scripts and collaborated with our senior producers to generate online advertisement material."

Each type of creative project follows a workflow that is specific to the end product involved. Interviewers ask this question to determine if a candidate has experience developing products similar to those the content program manager will be managing. Hands on experience in creative roles may set a candidate apart and improve their chances of receiving an offer from Amazon.

Remember to describe how the experience you gained in a past creative role adds value to your role as a content program manager. Also, this question is an optimal time to discuss any operational support roles you may have held if you did not hold a creative role such as editor, videographer, photojournalist, graphic artist, developer, etc.

As a content program manager, you will be partnering with departments like marketing and sale closely. Can you describe your level of experience in this area?

"Most of the creative projects I manage require collaboration with our product management, sales, and marketing groups. I have also managed the creation of training, promotion, and communication materials for internal use. I feel confident I would be able to collaborate effectively with the various stakeholder groups at Amazon to understand their requirements and work with my teams to generate high quality materials on time."

Interviewers ask this question to determine a candidate's level of experience coordinating efforts across various verticals within Amazon. Sales and marketing represent departments that frequently rely on the coordination of tasks between their teams and creative teams.

Remember to prepare responses that speak to your ability to work with other groups in addition to sales and marketing prior to your interview. Similar questions may be asked to learn more about your background in partnering with departments such as operations, finance, accounting, legal, IT, customer support, etcetera.

Some of the projects you will lead will require resources provided by outside vendors such as props, freelance talent, locations, etc. What level of experience do you have managing external vendors and related resources?

"I worked as an assistant crew manager for a media company for two years. In that role I regularly worked with vendors to secure venues, hire location specific crew members, book travel, and purchase the materials we needed for the various sporting events we covered. I am experienced at facilitating the scheduling process, handling purchase orders, dealing with 3rd party payroll, and following up on invoices.As a content producer, I have partnered with production studios to manage shoots and weigh in on post production materials. I feel confident I will be able to effectively manage any aspect of the content production process that relies on 3rd parties."

Amazon relies on the use of resources external to their organization to support their creative process. Interviewers who ask this question seek candidates with experience partnering with vendors and production agencies to manage contingent resources and video production.

Remember to consider both human and non-human resources you may have secured from third parties in the past. This may include hiring freelance resources, booking travel, renting locations, renting equipment, sourcing meals, etc. Also, be sure to describe the various types of activities you performed such as generating purchase orders, reviewing invoices, approving expense reports, or other vendor related tasks.

Describe your level of experience working directly with engineers.

"I have worked directly with engineers for a little over 15 years. I began working as an analyst in cross-functional teams developing web-based business information systems solutions. My teams consisted of a project manager, other analysts, several engineers, a technical lead, and QA analysts. We also partnered with database administrators, architects, change managers, and support leads. I collaborated with engineers on a daily basis to analyze, design, develop, implement, and support technology solutions.I then went into project management and worked with similarly structured cross-functional teams. I have managed projects with engineers on staff for the last 4 years. I am comfortable discussing highly technical concepts with my teams. While I do not engineer the solutions myself, I feel it is critical to understand the concepts so that I can properly assess cost, timeline, process issues, and improvement opportunities. We have used AWS for several years, and I feel confident I would be able to jump in and communicate effectively with the Amazon Data Services engineers."

The Amazon Data Services program manager partners with engineers on a daily basis to continually improve data services within the Amazon Web Services products. The role requires solid technical knowledge and the ability to understand engineering concepts and challenges. Interviewers ask this question to ensure the candidate they select has ample experience working with engineering teams to develop and implement technical solutions.

Remember to describe the various roles you held while working alongside engineers throughout your career. Program managers with engineering or analytical backgrounds are a valued asset to the Amazon Data Services team.

Describe a time when you managed two significant projects or programs that had competing needs.

"I am a program manager for a major retailer and we recently acquired a smaller competitor. Simultaneously, we closed a partnership deal allowing us to resell products for another major retailer. These two business deals had significant IT implications and my teams were involved in several projects to roll out our systems to the competitor we acquired while integrating with our new partner. Our senior management asked that we make each stakeholder group feel like they were a top priority even though it was clear that we would have to split our time and effort across the two groups. Both of the situations were sticky politically speaking, and it was important that we make an excellent impression across the board to support our company's growth goals.I met with the other program managers and technical leads who were involved and we discussed the entire scope of both efforts. We worked out a plan to make sure that we had experts dedicated to each stakeholder group at all times. We felt this was an important step in establishing trust and consistency in their experience in partnering with our IT group. Next, we figured out an order of operations that would reduce lag as much as possible and maximize our efforts across both groups while simultaneously supporting our own retail systems. We had to shift things around and rework several of our roadmaps, but we came up with a solid plan. Ultimately, we were able to transition the acquired retailer over to our ERP solution and integrate with the ERP of the partner retailer with a high level of success."

Program managers typically manage a portfolio of initiatives for various stakeholders simultaneously. At Amazon, this occurs in a fast-paced environment with a constant flow of new requests. Interviewers ask this question to determine if a candidate has the experience and soft skills necessary to handle and cope with the stress of competing stakeholder needs at the scale and pace required to be successful at Amazon.

Remember to include details that help the interviewer understand the relative importance of the projects described within your response. Providing these details helps you demonstrate your ability to handle similar situations at Amazon. For example, you might describe a situation that would result in a significant loss of revenue or a regulatory violation if the projects were not completed on time.

Describe your experience implementing technology solutions that rely on Amazon Web Services.

"I began working with AWS in 2017. Our architects had been testing various AWS solutions for a few years prior to that, but we didn't begin rolling them in a live production environment until 2017. I was an IT Business Consultant at that time. Since then, I have managed several cloud-based projects that rely on both AWS and Azure solutions. I have worked with AWS specific analytic and data lake solutions such as Athena, EMR, Redshift, and Quicksight. My teams also use AWS data storage, ETL, and migration solutions. I am looking forward to applying my experience and growing my AWS knowledge if selected for the open position."

The Amazon Data Services program manager works within the Amazon Web Services group at Amazon. While AWS experience is not listed as a key requirement of the role, it is likely that hiring managers value candidates with AWS experience, or experience working with other cloud-based solution providers such as Microsoft. This question is asked in an interview to test a candidate's familiarity with the products they will be working to support and improve.

Remember to thoroughly research the Amazon Web Services product line prior to your interview. Additionally, it is important to research the data and analytical solutions offered by Amazon. It is likely that your interviewers will use terminology related to these subjects in an interview, and your ability to understand and discuss these concepts thoughtfully will improve your chances of being selected for the open position.

We are seeking a program manager that will command the intellectual respect of their stakeholders. How do you feel you would be able to fulfill that aspect of the job?

"I would use three main strategies to earn the intellectual respect of my stakeholders at Amazon. First, I would offer top-notch program management expertise. I am an experienced and skilled program manager with experience managing IT initiatives across several industries. I have managed custom development projects as well as vendor implementations. I have also worked within customer support and operations groups. I understand the typical stakeholder groups that are involved and my business acumen allows me to speak intelligently amongst peers, senior leaders, and customers. Second, I am humble and realize that I need to learn about the specific needs and operations of each stakeholder group. I would ask thoughtful questions and put in the time and effort needed to be effective in my role. Finally, I would earn trust and respect by being fully accountable for my work and the work of any teams I lead. I believe in delivering on my commitments and my stakeholders would observe my desire to partner with them to deliver solutions as efficiently as possible. I feel these strategies combined would result in my earning the intellectual respect of my peers."

Amazon describes the leaders of the stakeholder groups the Amazon Data Services program manager will partner with as highly intelligent and best-in-class. They demand a high level of performance from those who coordinate and implement solutions on their behalf. This is a tough interview question aimed at testing the confidence of a program manager in their ability to lead through influence.

Remember to offer more than one strategy for commanding the intellectual respect of the stakeholders at Amazon within your response. A mix of strategies is more likely to be effective as individuals learn and think differently. Each method you offer is likely to resonate more or less with specific stakeholders your interviewer has in mind when listening to your response.

AWS program managers communicate with and serve to bridge together stakeholder groups that represent enterprise-level departments. Please describe the typical stakeholders for the projects or programs you are responsible for in your current role.

"I am currently a program manager within my company's enterprise application group. I manage a portfolio of applications in support of our legal, HR and properties groups. They represent my main stakeholders, but we also partner regularly with operational groups, accounting, finance, and other IT groups."

Interviewers ask this question to learn more about the breadth and scale of a candidate's experience. Ideal candidates will have extensive experience providing solutions to stakeholder groups such as accounting, finance, supply chain, legal, marketing, etcetera.

Remember to describe the customer enterprise-level departments the solutions teams you have worked on benefited if you work for a 3rd party vendor that delivers SaaS or similar enterprise solutions. Interviewers will likely accept this level of experience in lieu of partnering directly with internal stakeholders.

This program manager role will focus on improving the customer purchase and delivery experience. Imagine that you are an Amazon customer. What information would you expect to have readily available before making a purchase?

"As an Amazon customer I would expect product information such as the dimensions, the materials used, and information about the features or functions of the product. I want to see realistic and high-quality pictures of the item. I would expect to see pricing information and if there are multiple vendors available to choose from. I would want to know if there were any coupons for the item or if I had access to discounts related to my Prime membership. I may also want to know if the item could be added to my Subscribe and Save list.I would want to know if the item was Amazon Prime as that would be a key factor in my decision. If not, I would want to know when the item could be delivered, the cost for delivery, and if there are any special logistical considerations for heavy items. Additionally, I would want to know if Amazon provided protection plans or installation services if applicable.If available, I would like to see customer rating information and a list of similar items for purchase. I might also be interested to know the return policy details for the item as well."

The customer experience program manager manages initiatives aimed at delighting and improving the overall experience of Amazon customers. Having an in-depth understanding of the needs and desires of Amazon customers is a key aspect of the role. Interviewers ask this question to test the candidate's ability to think from the perspective of an Amazon customer.

Remember to review Amazon.com, or the website for whatever product line you will be improving the customer experience for prior to your interview. The more product specific references you can make in your answer, the more confidence your interviewer will have in your ability to understand and support Amazon customers.

What strategies would you use to look for ways to reduce customer concessions?

"The first thing I would do as a customer experience program manager to reduce customer concessions would be to understand how customer service requests are currently handled and tracked. I would review any available metrics and learn how concession scenarios are currently handled. If there was an opportunity or need to track concession scenario details better, I would partner with IT to look for ways to improve the information available.Once I understood the current state, I would review the available data to identify trends. I would want to look for certain products or types of products that cause frequent concessions. I would then perform root cause analysis to identify the contributing factors. From there, I would recommend a strategy to improve the situation. This might include changing the logistics, changing suppliers, training CX staff to handle the situation differently, or dropping a problem product from the catalog."

Customer concessions represent time and money spent to resolve customer service issues. Amazon seeks to reduce waste as much as possible, and the reduction of customer concessions is a key function of some customer experience program manager roles. Interviewers ask this question to test a candidate's knowledge of concessions and how they can serve to reduce them as a program manager.

Remember to describe a data-driven approach to reducing customer concessions. Customer experience program managers are expected to have excellent analytical skill sets and comfort in identifying opportunities from their analysis of large data sets.

Describe your level of experience managing large-scale projects with logistics groups.

"I currently work as a program manager in support of Comcast's customer service engineering fleet. Most of my projects require close partnerships with our logistics groups. It is critical that the right equipment is available to our engineers in advance of customer requests. Delays result in customer experience issues and the potential loss of a customer. Repeated issues can result in the lost of a large corporate level client, and we seek to avoid that at all costs. My teams make sure that all of the groups involved have the information needs to order the right equipment at the right time from our suppliers and ensure that the transportation support needed for some jobs is available on demand."

Amazon relies on a stable supply chain and logistical strategy to meet the product delivery commitments they make to their customers. As a customer experience program manager, you will partner directly with various logistics departments and partners at Amazon. This question is asked to identify candidates who understand how to partner effectively with enterprise-level logistics departments to create excellent customer experiences.

Remember to thoroughly review the program manager job description prior to applying and interviewing for program manager roles at Amazon. Many Amazon program manager positions require specialization in a particular domain such as knowledge of logistics, customer services, content production, sales, marketing, IT, cloud services, etcetera. Be prepared to detail your experience supporting enterprise-level business verticals and managing projects on behalf of the specific stakeholders required for the role you are interested in.

Describe your level of experience managing cross-functional projects with an IT component.

"Prior to managing projects for CX organizations, I was a project manager for a SaaS organization that developed technology for healthcare providers. Every project I managed in my five years there was cross-functional and IT related. In my current role, most of my projects have an IT component. My teams are typically cross-functional and we always need to consider how the goals of our project will be supported by technology. It is rare that a project does not impact our ERP or CRM systems in some way. I have led teams with engineers, IT analysts, data analysts, QA analysts, UX designers, and architects. I feel confident I can effectively lead cross-functional project teams with members who work in IT roles if selected for the customer experience program manager role."

The ability to access the right information at the right time plays a critical role in Amazon's ability to provide exceptional customer experiences. The customer experience program manager will frequently partner with various IT groups to continually improve the information available to support Amazon customers and develop customer experience improvement strategies. This question is asked to ensure that the program manager selected for the role is comfortable managing cross-functional projects that have team members in traditional IT roles.

Remember to describe the types of projects you worked on that had an IT component throughout your career. Also, be sure to detail the types of roles that were staffed on the projects you managed. This information will help the interviewer determine if your level of experience leading IT professionals in a project setting is a fit for the open role.

Please describe your experience using Oracle or similar ERP systems.

"I worked on several Workday integrations as an analyst. Workday was a hosted cloud solution, and I worked with it for three years. I now work on a team that uses a mix of Oracle Cloud solutions and other Oracle databases that are hosted on AWS. Our engineering team was excited when AWS made it possible to host Oracle through AWS. While there is always something new to learn, I feel my ERP experience will be a valued asset to my team if selected for the open Business Management program manager role."

Amazon leverages enterprise resource planning technology to run their businesses. The Business Management program manager will utilize and extend the current mix of solutions to provide data and integrate with other technologies as needed. This question is asked to identify candidates with experience working with enterprise-level solutions such as Oracle Cloud.

Remember to describe the hosting environment of the solutions you describe within your response. Cloud solutions are managed and supported differently than on-prem or hybrid solutions.

As a Selling Partner Support team Program Manager, we work hard to anticipate the needs of our sellers in advance. Describe a time when you correctly anticipated a client need and worked with a team to implement the solution in advance.

"I am currently a program manager for the operations center of a large media organization. We provide 24x7 support for on-air and live streaming media events. We support internal stakeholders as well as customers who use our apps. Based on my experience and knowledge of my stakeholder needs, I knew election support would be a busy time for my stakeholders and the operations center team. I also knew the performance of our on-air systems and apps would be critical during this time. I worked with my teams to develop special workflows for election coverage ticket identification, escalation, and resolutions. We developed a special dashboard to provide senior managers and stakeholders real-time metrics during the election season. Finally, we trained some of our staff to become election support specialists and developed a special ticket queue for them to organize their work.The solutions we put in place added a lot of value during the midterm elections. We are currently working to analyze all of the data we gathered to identify areas of improvement and develop strategies for exceeding our customer service goals in the future.I feel confident I would be able to provide the same level of strategic planning in advance of the needs of Amazon's Selling Partners. I look forward to jumping in to learn about their needs and the tools they use in partnership with Amazon if offered the open position."

The Selling Partner Support team strives to offer exceptional customer service. A key aspect to delivering service that stands out from other service organizations is their ability to work to solve needs before their selling partners are aware of them. This question is asked in an interview to test a program manager's ability to understand the value stream of their client and ensure the availability of solutions that will improve the customer experience in the future.

Remember to demonstrate holistic thinking in your response. Program managers are integrators who maintain awareness of various stakeholder groups within their own organizations as well as those of their customers. This question offers an opportunity to demonstrate your ability to bridge perspectives together while supporting future customer needs.

Root cause analysis is a critical aspect of improving the selling partner support experience. Please describe any root cause analysis methods you are comfortable facilitating.

"I am comfortable facilitating root cause analysis discussions, and I have experience using the 5 Whys Method, Fishbone Diagramming, and Pareto Charts. Additionally, I encourage my teams to use various critical thinking and problem solving skills to help them identify the various contributors for any problem we are working to solve together."

Problem solving represents a majority of the work of a support organization. Recurring or critical problems need to be understood properly before they can be resolved in many cases. Amazon interviewers ask this question to identify candidates that are comfortable leading teams through the exercises, data review, and discussions necessary to accurately identify the root cause(s) of the problems they will be asked to solve on behalf of their stakeholders and selling partners.

Amazon lists Six Sigma certification as a preferred qualification for the program manager role within the Selling Partner Support group. Remember to research the most commonly used root cause analysis techniques within Six Sigma in the event you do not have formal Lean training or certification.

Describe a time when you worked with senior or executive management to communicate the details of a support escalation event.

"I am currently a program manager for a social media company. We deliver targeted marketing to our customers through partnerships with various retailers. We had over 300 retailers submit advertising content during the holiday season last year. At one point, our CMS system that manages the content went down, and the ads within the app were static until we could resolve the issue. Given the reach of our social platform, the executives at the retailers were very concerned with our ability to resolve the issue as soon as possible. Some of them were promoting deals that were very time sensitive and they were experiencing loss of revenue as a result. I began working on an executive communication plan as soon as we knew about the issue. In addition to ensuring our executives that we mobilized experts to troubleshoot the issue technically, I wanted them to be aware of our plan for working directly with the retailers and the CMS system vendor. It was important they knew we were tackling the issue holistically. I also outlined what we needed from them in terms of executive support.We resolved the issue within a five hour window, and I then worked to document summary impact information and perform root cause analysis. Finally, I partnered with several groups to develop the communication plan for taking accountability for the issue with our retail partners and outlining our plans to avoid similar issues in the future."

It is critical for executives to have the right information at the right time during support escalation events. They want to know the impact of the issues involved and what their teams are doing to resolve them. This question is included in a Selling Partner Support team program manager interview to ensure the candidate selected has experience communicating to the level of executives they will be working with at Amazon.

Remember to provide details that offer a sense of the scale and impact of the issue you describe within your response. Similar details would be offered in the executive escalation communication plans you would be responsible for at Amazon. This question offers an opportunity to demonstrate your critical support process knowledge as well as your ability to communicate effectively to an executive audience.

Amazon Program Manager Interview Questions

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1. What strategies do you lean on the most to develop relationships with your stakeholders?
2. This is a fully remote position, and the members of the teams within the program you are responsible work remotely. How do you plan to stay connected to your teammates and stakeholders as a program manager at Amazon?
3. What are some ways you would coordinate and drive accountability across the various groups within your programs?
4. Program managers at Amazon are expected to operate with minimal guidance. How do you feel about working mostly autonomously?
5. What are some of the methods you use to deliver effective communication?
6. What should be included in a well formulated project charter?
7. We are seeking a program manager who is comfortable delivering end-to-end project management. What does end-to-end mean to you?
8. How would you define the relationship between a vision, goals, and strategy?
9. At Amazon, we leverage our Leadership Principles every day. Can you name three of them?
10. At Amazon, we work in a fast-paced environment with a high rate of change. How do you perform an impact assessment to the strategic plans you are responsible for when significant changes arise?
11. What types of activities do you feel would be involved in owning the strategy for program of work at Amazon?
12. What excites you about the opportunity to work at Amazon?
13. What types of resources have you have financial responsibility for?
14. Our program managers are sometimes involved in large third party solution purchases. What experience do you have working with vendors?
15. What types of data analytic tools do you have experience using?
16. Communication is key at Amazon and we seek program managers with excellent written and verbal skills. Describe the last major presentation you delivered.
17. We strive to hire top talent at Amazon. What are some ways you feel you can help us raise the bar?
18. Please describe your experience managing projects and programs.
19. As an Amazon program manager, we ask that you have strong executive presence. What qualities do you feel you have that would contribute to that?
20. Please describe your management style.
21. Do you have experience leading technology development projects? If so, can you describe the types of projects and the functions you performed.
22. Do you have experience managing globally distributed teams?
23. What strategic planning methods do you have experience facilitating?
24. How many projects do you typically manage concurrently?
25. What project management methodologies do you have experience with?
26. One of our leadership principles is frugality. Can you describe a time when you were able to achieve more with less?
27. What unites Amazon employees across teams and geographies is that we are all striving to delight our customers and make their lives easier. As a Program Manager at Amazon, how do you feel you could contribute to that common goal?
28. Describe a time when you had to sacrifice quality due to budgetary, resource, or time constraints.
29. How would you add value to the teams you will work with at Amazon within your first sixty days after being hired?
30. Describe a time when you leveraged data-driven metrics to identify and implement an improvement in a professional setting.
31. As a Business Management team program manager, you will facilitate important meetings regularly. What are your go-to methods for ensuring that your meetings stay on track?
32. What can you tell me about the Buy With Prime service we offer our retailers and customers?
33. What sources of information would you lean on to identify customer experience improvement opportunities?
34. Describe the specific types of creative projects have you managed recently.
35. We value Business Management program managers who have in-depth knowledge of the retail industry. How would you define the vendor-reseller relationship, and how is it supported by ERP systems?
36. What types of creative roles have you held in the past?
37. As a content program manager, you will be partnering with departments like marketing and sale closely. Can you describe your level of experience in this area?
38. Some of the projects you will lead will require resources provided by outside vendors such as props, freelance talent, locations, etc. What level of experience do you have managing external vendors and related resources?
39. Describe your level of experience working directly with engineers.
40. Describe a time when you managed two significant projects or programs that had competing needs.
41. Describe your experience implementing technology solutions that rely on Amazon Web Services.
42. We are seeking a program manager that will command the intellectual respect of their stakeholders. How do you feel you would be able to fulfill that aspect of the job?
43. AWS program managers communicate with and serve to bridge together stakeholder groups that represent enterprise-level departments. Please describe the typical stakeholders for the projects or programs you are responsible for in your current role.
44. This program manager role will focus on improving the customer purchase and delivery experience. Imagine that you are an Amazon customer. What information would you expect to have readily available before making a purchase?
45. What strategies would you use to look for ways to reduce customer concessions?
46. Describe your level of experience managing large-scale projects with logistics groups.
47. Describe your level of experience managing cross-functional projects with an IT component.
48. Please describe your experience using Oracle or similar ERP systems.
49. As a Selling Partner Support team Program Manager, we work hard to anticipate the needs of our sellers in advance. Describe a time when you correctly anticipated a client need and worked with a team to implement the solution in advance.
50. Root cause analysis is a critical aspect of improving the selling partner support experience. Please describe any root cause analysis methods you are comfortable facilitating.
51. Describe a time when you worked with senior or executive management to communicate the details of a support escalation event.
52. We provide 24x7 on call support to our selling partners. Describe your experience with customer support in this capacity.
53. We follow Lean practices within our organization. Can you name the five principles of Lean?
54. As the IT Services Program Manager you will be responsible for end-to-end communication for IT changes. Can you describe a time when you managed the communication activities for a significant IT implementation?
55. Please describe your experience working with CRM solutions.
56. Our IT Services group supports Amazon’s offices globally. Please describe the largest global initiative you have led.
57. The IT Services Program Manager will be responsible for coordinating efforts across a number of verticals within the organization. Describe your approach to working with various departments in your current role.
58. Communication is a key function of the IT Services Program Manager. How would you describe your communication style?
59. The Business Management team is responsible for providing executive and operational summary information on-demand. Please describe your experience developing or working with dashboard technology to support decision making.
60. What are business intelligence tools, and which solutions have you used in the past?

Amazon Program Manager Interview Questions

1. What strategies do you lean on the most to develop relationships with your stakeholders?

2. This is a fully remote position, and the members of the teams within the program you are responsible work remotely. How do you plan to stay connected to your teammates and stakeholders as a program manager at Amazon?

3. What are some ways you would coordinate and drive accountability across the various groups within your programs?

4. Program managers at Amazon are expected to operate with minimal guidance. How do you feel about working mostly autonomously?

5. What are some of the methods you use to deliver effective communication?

6. What should be included in a well formulated project charter?

7. We are seeking a program manager who is comfortable delivering end-to-end project management. What does end-to-end mean to you?

8. How would you define the relationship between a vision, goals, and strategy?

9. At Amazon, we leverage our Leadership Principles every day. Can you name three of them?

10. At Amazon, we work in a fast-paced environment with a high rate of change. How do you perform an impact assessment to the strategic plans you are responsible for when significant changes arise?

11. What types of activities do you feel would be involved in owning the strategy for program of work at Amazon?

12. What excites you about the opportunity to work at Amazon?

13. What types of resources have you have financial responsibility for?

14. Our program managers are sometimes involved in large third party solution purchases. What experience do you have working with vendors?

15. What types of data analytic tools do you have experience using?

16. Communication is key at Amazon and we seek program managers with excellent written and verbal skills. Describe the last major presentation you delivered.

17. We strive to hire top talent at Amazon. What are some ways you feel you can help us raise the bar?

18. Please describe your experience managing projects and programs.

19. As an Amazon program manager, we ask that you have strong executive presence. What qualities do you feel you have that would contribute to that?

20. Please describe your management style.

21. Do you have experience leading technology development projects? If so, can you describe the types of projects and the functions you performed.

22. Do you have experience managing globally distributed teams?

23. What strategic planning methods do you have experience facilitating?

24. How many projects do you typically manage concurrently?

25. What project management methodologies do you have experience with?

26. One of our leadership principles is frugality. Can you describe a time when you were able to achieve more with less?

27. What unites Amazon employees across teams and geographies is that we are all striving to delight our customers and make their lives easier. As a Program Manager at Amazon, how do you feel you could contribute to that common goal?

28. Describe a time when you had to sacrifice quality due to budgetary, resource, or time constraints.

29. How would you add value to the teams you will work with at Amazon within your first sixty days after being hired?

30. Describe a time when you leveraged data-driven metrics to identify and implement an improvement in a professional setting.

31. As a Business Management team program manager, you will facilitate important meetings regularly. What are your go-to methods for ensuring that your meetings stay on track?

32. What can you tell me about the Buy With Prime service we offer our retailers and customers?

33. What sources of information would you lean on to identify customer experience improvement opportunities?

34. Describe the specific types of creative projects have you managed recently.

35. We value Business Management program managers who have in-depth knowledge of the retail industry. How would you define the vendor-reseller relationship, and how is it supported by ERP systems?

36. What types of creative roles have you held in the past?

37. As a content program manager, you will be partnering with departments like marketing and sale closely. Can you describe your level of experience in this area?

38. Some of the projects you will lead will require resources provided by outside vendors such as props, freelance talent, locations, etc. What level of experience do you have managing external vendors and related resources?

39. Describe your level of experience working directly with engineers.

40. Describe a time when you managed two significant projects or programs that had competing needs.

41. Describe your experience implementing technology solutions that rely on Amazon Web Services.

42. We are seeking a program manager that will command the intellectual respect of their stakeholders. How do you feel you would be able to fulfill that aspect of the job?

43. AWS program managers communicate with and serve to bridge together stakeholder groups that represent enterprise-level departments. Please describe the typical stakeholders for the projects or programs you are responsible for in your current role.

44. This program manager role will focus on improving the customer purchase and delivery experience. Imagine that you are an Amazon customer. What information would you expect to have readily available before making a purchase?

45. What strategies would you use to look for ways to reduce customer concessions?

46. Describe your level of experience managing large-scale projects with logistics groups.

47. Describe your level of experience managing cross-functional projects with an IT component.

48. Please describe your experience using Oracle or similar ERP systems.

49. As a Selling Partner Support team Program Manager, we work hard to anticipate the needs of our sellers in advance. Describe a time when you correctly anticipated a client need and worked with a team to implement the solution in advance.

50. Root cause analysis is a critical aspect of improving the selling partner support experience. Please describe any root cause analysis methods you are comfortable facilitating.

51. Describe a time when you worked with senior or executive management to communicate the details of a support escalation event.

52. We provide 24x7 on call support to our selling partners. Describe your experience with customer support in this capacity.

53. We follow Lean practices within our organization. Can you name the five principles of Lean?

54. As the IT Services Program Manager you will be responsible for end-to-end communication for IT changes. Can you describe a time when you managed the communication activities for a significant IT implementation?

55. Please describe your experience working with CRM solutions.

56. Our IT Services group supports Amazon’s offices globally. Please describe the largest global initiative you have led.

57. The IT Services Program Manager will be responsible for coordinating efforts across a number of verticals within the organization. Describe your approach to working with various departments in your current role.

58. Communication is a key function of the IT Services Program Manager. How would you describe your communication style?

59. The Business Management team is responsible for providing executive and operational summary information on-demand. Please describe your experience developing or working with dashboard technology to support decision making.

60. What are business intelligence tools, and which solutions have you used in the past?