DESCRIPTION

Job summary
Job summary
Our teams strive to make Amazon the best place for our Selling Partners to reach consumers, driven by the experience and support we provide them in growing their businesses locally and globally. We leverage technology including automation, self-service, associate tools, and machine learning to both prevent Seller, Vendor and Brand contacts based on knowledge obtained during our support interactions, and to handle those contacts with quality and efficiency. We hire the world’s brightest minds, offering an environment in which they can relentlessly detect, design, and drive solutions to improve the Amazon customer experience. We do this every day by solving complex business and technical problems with ingenuity and simplicity.
Program Manager in Operations Excellence team is a core member of the Selling Partner Support (SPS) program team and will own/lead key programs to improve quality of support and overall experience for our Selling Partners across North America, Europe and Middle East along with India marketplaces. The ideal candidate will be customer obsessed with high bias for action and deep knowledge in data instrumentation and analytics. There is no shortage of opportunity to relentlessly advocate on behalf of our customers with data to influence and drive results.
The Ops Excellence team has a 360-degree approach to continuously advocating for, and driving improvements on behalf of our customers; 1) Eliminate – detect, solution, and resolve customer-impacting issues upstream by providing relevant and timely insights into the product development cycle as seen by downstream events, 2) Automate – assess and identify opportunities to provide automated, self-service solutions for our customers when and where needed, and 3) Optimize – when a customer does contact SPS for support, optimize the experience by ensuring SPS associates have the tools, resources, policies and protocol to exceed the customer’s expectations.
The core responsibilities of this opportunity include:
• Advocate on behalf of Selling Partners in all engagements with SPS and Business teams.
• Drive people, process, and technology initiatives to optimize the Selling Partner experience end-to-end.
• Deliver program initiatives and improvements based on core SPS performance measurements.

Critical Skills to be Successful:
• Leader: Experience leading teams, whether directly or indirectly, to collaboratively deliver valuable results.
• Influencer: Innovative leader with the ability to identify opportunities and influence organizations to gain support and overcome resistance with data and persuasion.
• Driver: Ability to successfully deliver end-to-end programs, working through obstacles across multiple teams and organizations.
• Problem Solver: Ability to utilize strong analytical and problem-solving skills to work through complex challenges.
• Communicator: Ability to communicate clear and concise expectations and requirements with business and technology teams. Capacity to present well-reasoned and data-driven proposals in both verbal and written form.

Key job responsibilities
Key job responsibilities
• Define Key metrics that need to be monitored to improve Customer Experience
• Track, measure and report various initiatives to improve Customer Experience
• Generating actionable Insights through analysis of Key metrics across functions
• Identify root causes through analysis of data to identify actionable solutions
• Devise mechanisms for control, performance monitoring, and reporting to internal stakeholders.
• Working cross-functionally with business teams to ensure development and implementation of programs as per timelines

BASIC QUALIFICATIONS

3+ years experience in program or project management
Experience defining program requirements and using data and metrics to determine improvements
3+ years experience working cross functionally with tech and non-tech teams

• Advanced working knowledge of data mining tools using SQL, ETL, data warehouse and Excel

PREFERRED QUALIFICATIONS

• Master’s Degree from an accredited university, preferably in Technology, Statistics or Business
• Prior Process Improvement/Project Management (PMP) experience with demonstrated success in leading projects in Cross-functional teams
• Certified Black Belt/Green Belt from a reputed institute or organization
• 5+ years of experience working directly or indirectly with operational support management
• Experience in developing requirements and formulating business metrics for reporting, familiarity with data visualization tools, e.g. Tableau, PowerBI, Quicksight