*Program Manager II*, Account Health Support – Job ID: 2139122 | Amazon Dev Center India – Hyd – IN, TS, Hyderabad

Amazon

  • Full Time

DESCRIPTION

Job summary
Customer Trust & Partner Support (CTPS) is responsible for creating a trustworthy shopping experience across Amazon stores worldwide by protecting customers, brands, selling partners and Amazon from fraud, counterfeit, and abuse as well as empowering, providing world‐class support, and building loyalty with Amazon’s millions of selling partners. We value individual expression, respect different opinions, and work together to create a culture where each of us is able to contribute fully. Our unique backgrounds and perspectives strengthen our ability to achieve Amazon’s mission of being Earth’s most customer-centric company.

The perfect candidate will have a passion to deliver great customer experience. You have excellent problem solving skills, writing skills and a track record of on-time delivery of global projects. You will not only execute on the required skills but also be able to influence, educate, and drive results in a fast-paced, ambiguous environment. You will also think strategically and analytically about business and technical challenges and can effectively communicate recommendations to senior leadership.

Key job responsibilities

He/she will be responsible for analyzing operational processes to design, development, test, launch and continuous improve high quality.
Responsibilities include maintaining constant communication with site operations, senior leadership, technology teams and other internal clients on status of customer experience across different business lines.
Identifying requirements and working with Software teams to improve tools and suggest automation possibilities.
Generating metrics and analyzing these to identify problem areas and suggest improvements.
Provides input to confirm program launch dates and readiness for deployment.
Identifies and evaluates potential specific risks/obstacles to a launch with minimal direction and makes recommendations that may impact overall project schedule.
Review and determines whether or not training materials will be needed for launch and coordinates with Operations/Stakeholders.
Ensures project launch is communicated to Operations in a method that supports the level of impact to the site ensuring that messaging has been communicated.
Be point of contact for making the Go/No-Go decision regarding the launches of projects, first ensuring that all actions were performed to enable a successful launch from sites readiness perspective.
Participate in initial post launch analysis and deep-dives to understand performance impacts.
Responsible for gathering and summarizing feedback on project launch misses and communicating to all teams involved in a timely manner.

A day in the life
You will work directly with our international program management team and external software developer teams to launch/maintain AHS contact pages on Seller Central to improve contact rate and streamline ingress point for sellers to submit contacts to Account Health Support team. Having open and candid conversations with individuals will allow you to find the anecdotes that breathe life into what data is showing. Your role will work to make Amazon build trust with selling partners, and ensure that our front line operations team is set up to provide superior support to our Selling Partners.

About the team
Account Health Support exists to educate sellers on how to maintain there Account Health while selling on the Amazon platform. We provide support to these sellers to ensure they understand Amazon’s policy and provide a delightful experience for our customers. The team creates a trustworthy selling experience to ensure that Selling Partners perceive Amazon as the safest and most effective store in which to sell their products worldwide.

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

Experience with the Workforce Management tools is must along with good understanding of the GACD routing and systems.
Good knowledge of the amazon trouble ticketing systems.
Bachelor’s Degree in a quantitative field (engineering, economics, math, statistics)
Understanding of contact routing in call centers and required technical infrastructure for the same.
Excellent planning and time management skills with the ability to deal with multiple demands on time and deal with ambiguity.
Strong analytical, problem solving and decision making skills that foster developing creative solutions. – Ability to deep dive, conduct root cause analysis and implement corrective actions. – Flexible, people oriented and able to work in a team environment. Travel may be required up to 10%.

PREFERRED QUALIFICATIONS

Proven experience of effectively owning and building processes in ambiguous environment.
Ability to develop new ideas and creative solutions.
Experience with automatic contact routing, VoIP and any contact center case management tools.
Excellent speaking-listening-writing skills, attention to details, proactive self-starter.
Ability to learn and adopt new technologies quickly.
Demonstrated ability to autonomously conduct quantitative analytics and problem-solve when data does not align.
Ability to meet tight deadlines and prioritize workloads.

Job Overview