DESCRIPTION

Are you passionate about improving the quality of customer experience? Do you thrive in a fast-paced environment in which you have the opportunity to influence change? Would you like to enable change that drives business growth while protecting Amazon’s Selling Partner experience?

The Selling Partner Support (SP Support) organization in Amazon provides world-class support to our global Selling Partners, and is looking for a passionate Program Manager in the Global Process Management organization. The Global Process team is seeking an innovative, and customer obsessed program manager who excels at stakeholder management. You will be the single threaded owner to support contact elimination and change management process in partnership with business teams. This is a high-impact role requires strong attention to detail and great deep dive skills to drive change for Selling Partners through new and existing mechanisms. The position involves regular interactions with the stakeholders and leaders on status, risks and is a key contributor SP Support mechanisms and leadership level goals which aim to provide the perfect SP experience as Amazon launches initiatives or initiates changes, makes improvements across tools, adds new features, or creates/updates policies or programs.

In this role, you will be the primary interface between Amazon’s lines of business and Amazon’s Selling Partners. You will build collaborative relationships with these partners, working closely to identify and resolve defects to create and execute quality change. You will experience a wide range of problem solving situations, strategic to real-time, requiring extensive use of data collection and analysis.

Key job responsibilities
The ideal candidate for this role will be able to:

* Deep dive repeat issues for individual selling partners and provide coaching and recommendations for improved success on the platform.
* Identify and communicate any potential risks and obstacles with current Marketplace processes, initiatives, and system issues affecting Selling Partners, providing recommendations for corrective action to business stakeholders.
* Interact with stakeholders and dynamically lead business and product teams to define and deliver solutions to establish standard processes and quality experiences.
* Create, maintain and disseminate project information to stakeholders and leaders.
* Be a visible and vocal role model across the wider business for Amazon’s customer-centric culture, championing Selling Partner needs and using data and technology to anticipate and exceed them.

BASIC QUALIFICATIONS

– 3+ years of program or project management experience
– 3+ years of defining and implementing process improvement initiatives using data and metrics experience
– Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL
– Experience using data and metrics to determine and drive improvements
– Experience working cross functionally with tech and non-tech teams

PREFERRED QUALIFICATIONS

– 3+ years of driving end to end delivery, and communicating results to senior leadership experience
– 3+ years of driving process improvements experience
– Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
– Experience building processes, project management, and schedules

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $66,800/year in our lowest geographic market up to $142,800/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.

USA, WA, Seattle