Program Manager, IN Ops Excellence – Job ID: 2215797 | ADCI – BLR 14 SEZ – IN, KA, Bangalore

Amazon

  • Full Time

DESCRIPTION

Job summary

The SPS team acts as the primary interface between Amazon and Selling Partners (SPs) to help them be successful on Amazon by providing them our world-class support to assist their businesses. The IN Ops Excellence team, key engagements are, 1) Improving the SPs experience by partnering with business, product, and program teams to eliminate upstream root causes for contacts that make their way to SPS, 2) Drive measurable inputs to deliver on the output metrics that exist to measure the quality of support, and speed of resolution, 3) We strive to provide consistent and timely service to our SPs and engage directly with relevant business teams to eliminate selling partner pain points.
We are looking for a Program Manager to join the Amazon IN Ops Excellence team to help us to continue to scale and optimize our process. This role will include interactions with multiple stakeholders at WW, requiring a strong ability to communicate effectively and understand the different needs of our customers. You should have experience leading key initiatives, from conception to launch in a rapidly evolving environment. As a program manager, you will be adding critical value by helping our organization operate at scale.

Key job responsibilities
•Understand and map the SP’s journey, identify the needle movers and be adept to identify upstream SP’s pain points.
•Use knowledge of SQL to collect meaningful data, and dive deep using available tools/programs to determine the right root causes and force multiply to address these root causes.
•You will own multiple charters that foray into driving quality of support and supporting the speed of business.
•Take a bird’s eye view of “Big Picture”, overseeing and ensuring integration between the specific Process and other processes.
•Assess and predict headwinds, before changes take place and review changes with the CPM teams.
•Identify downstream process gaps, build new processes with stakeholders, collaborate to create a Standard Operating Procedure (SOP) from the processes, and obtain the necessary approvals.
•Write documents to surface SP pain points and gain alignments.
•Transfers advanced knowledge of core technology to daily and special tasks.
•Run cross-functional projects independently and serve as primary point of contact.

A day in the life
A typical day in a life of a IN Ops Excellence Team PM would involve, 1) Taking stock of their charters, 2) Experiencing the SPs journey, 3) Conducting extensive dives, collecting anecdotes to understand the depth of the problems, 4) Articulating root causes 5) identifying the right team to partner and seeking business, programs and product alignment. 6) Holding oneself and teams involved accountable by connecting with the team to drive progress. 7) Connect with your peer group to see what’s cooking at their end and have fun while you’re at it.

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 implementing repeatable processes and driving automation or standardization.
· 5+ years of experience in program or project management.
· A Bachelor’s degree or higher.
· Bachelor’s degree in Operations Management, Finance, Business, Accounting, or related field.
· Experience owning program strategy and end to end delivery.
· Experience defining and executing against program requirements.
· Demonstrated experience working with and presenting to senior executives
· Proficient in SQL.
· Proven experience dealing with ambiguity and an ability to work independently with a high degree of autonomy.

PREFERRED QUALIFICATIONS

3+ years of experience managing cross-functional projects and programs with tight deadlines.

Job Overview