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.

We are open to hiring candidates to work out of one of the following locations:

Bangalore, IND | Bangalore, KA, IND | Hyderabad, TS, IND

Basic Qualifications

• 3+ years of program or project management experience

• 3+ years of working cross functionally with tech and non-tech teams 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 defining program requirements and using data and metrics to determine improvements

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