Description

Amazon.com/Amazon.in strives to be Earth's most customer-centric company where people can find and discover virtually anything they want to buy online. By giving customers more of what they want - low prices, vast selection, and convenience - Amazon.in continues to grow and evolve as a world-class e-commerce platform. Amazon's evolution from Web site to e-commerce partner to development platform is driven by the spirit of innovation that is part of the company's DNA. The world's brightest technology minds come to Amazon to research and develop technology that improves the lives of shoppers and sellers around the world.

Value Added Services (VAS), India: The vision for Value Added Services (VAS) team is to transform how India buys high-consideration products online by offering them Best-In-Class After Sales services throughout the product life-cycle. VAS launched in Mar 2017 with appliance installations in specific cities. Today, we are focused on building a Pan-India 5* rated life cycle service support for vast majority of Amazon customers across multiple categories. We aim to do this by leveraging skilled experts to provide services to customers across product life-cycle. We today provide following services at scale: (a) Pre-Purchase Service - Make a new purchase decision, (b) Ready-To-Use Service - Get started with a newly bought product, (c) Return Service - Solve issues with a newly purchased product, (d) Repair Service - Get continuous support during the life of the product, (e) Exchange Service - Help customers extract maximum value for a used product.

About Role:

As a Program Manager, you will own the downstream customer experience of post-purchase services to ensure a Best-in-Class customer experience. The role will require you to run day to day tactical execution along with a long-term vision of improving the service. The role mandates to work in close partnership with a set of stakeholders such as Category, Product, Trans, Finance, Brands, Service providers & Fulfillment teams at various levels and points to deliver a 5-star-rated service. The person will drive various new initiatives across cost reduction, quality improvements & defect reduction.

We are looking for a talented, smart, and enthusiastic Program Manager with a strong customer focus and a passion for building a world class shopping experience through services for our customers. A successful candidate for this high impact role will be a self-starter with a liking for learning how Amazon Systems work, questioning the status quo, bring in changes advocating the right customer needs through strong data analysis, relationship management & execution skills.

Key job responsibilities

• Own end-to-end responsibility for customer escalations for all VAS-IN Services.

• Manage the team to ensure daily execution and set up audit mechanisms for quality delivery.

• Identify & root cause defects that lead to poor customer experience and work on corrective & preventive actions.

• Design success metrics to capture the key operational inputs, system defects and business impact.

• Create SOPs & playbooks for various workflows that help drive operational & business needs.

• Measure & track efficiency of existing processes & new launches to scale them through Simplification, Standardization & Automation.

• Provide callouts on goals (Hits/Misses) & key metrics to Leaders through WBRs/MBRs and Program Updates.

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

Bengaluru, KA, 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