Sr. Program Manager, Differentiated Support

DESCRIPTION

Are you passionate about improving the quality of customer experiences? Do you strive to create customer-centric solutions that drive measurable results? Do you like to design and implement scalable end-to-end solutions built on sound process excellence principles? Does leading resource coordination and priority setting across teams, countries and cultures sound exciting? If so, the Selling Partner Support team is looking for a Senior Program Manager to build and manage large-scale Continuous Improvement programs for our global operations, that impact our Associates and Selling partners positively.

Third-party sellers represent significant value to Amazon’s online retail customers and Selling Partner Support (SPS) drives success for these sellers through a combination of people, processes and services. We are a primary interface between Selling Partners and Amazon by direct interaction between our associates and sellers, by building communication tools that sellers use to receive help, and by driving cross-functional initiatives to improve the seller experience. Additionally, we possess a wealth of data regarding the reason sellers contact us for help and we use this information to identify and drive improvements to our seller solutions across the Company.

As a Sr. Program Manager for Selling Partner Support, you will be responsible for identifying, driving and tracking strategic initiatives that improve the selling partner experience and will measure the results by monitoring quality and efficiency metrics and contacts. In this high profile role, you will collaborate with numerous operational, training, product, and software development teams both inside and outside Selling Partner Support to identify, define and specify solutions that create the conditions for sellers’ success and satisfaction. You will build collaborative relationships with these partners, working closely to create and execute a quality project roadmap. You will prepare and execute regular program updates to senior management.

At Amazon, we believe innovation should occur throughout the organization. This disruptive leader will stimulate and pioneer innovation in operational and Seller service excellence and be an active voice and member of the Selling Partner Support leadership team.

Key job responsibilities
Interact with stakeholders at multiple levels and dynamically lead business and product teams to define and deliver solutions to establish standard processes.
Identify and analyze data to isolate issues, develop solutions and prioritize opportunities for Seller experience improvements.
Determine and implement effective Operations solutions quickly, so as to not impede production
Plan and manage multiple parallel projects.
Maximize resource utilization for the greater good of the organization.
Create, maintain and disseminate project information to stakeholders and senior management
Remain flexible to changing priorities, open to new ideas and have seller quality as the top focus.
Be a visible and vocal role model across the wider business for Amazon’s customer-centric culture, championing Seller’s needs and using data and technology to anticipate and exceed them.

Longer term, this leader will:
Stimulate new innovative thinking and fresh approaches to extend Amazon’s leadership position in service to our Sellers.
Ensure Amazon’s Seller Operations effectively scale to meet the needs of the rapidly growing business, including identifying and implementing process improvements throughout our Global Network.

BASIC QUALIFICATIONS
- Experience in program or project management
- Experience using data and metrics to determine and drive improvements
- Experience owning program strategy, end to end delivery, and communicating results to senior leadership

PREFERRED QUALIFICATIONS
- Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field
- Experience leading process improvements