Sr Program Manager, Differentiated Support, Selling Partner Support Experience
Amazon
DESCRIPTION
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.
DS Sr Program Manager, 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.
This role will develop programs through research, data analytics and driving insights from voice of the Setting Partner to 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.
Key job responsibilities
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.
BASIC QUALIFICATIONS
- 5+ years of program or project management experience
- Experience using data and metrics to determine and drive improvements
- Experience owning program strategy, end to end delivery, and communicating results to senior leadership
- Bachelor's degree
- Experience working cross functionally with tech and non-tech teams
- Knowledge of Excel at an intermediate level (e.g., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, etc.)
- Experience defining program requirements and using data and metrics to determine improvements
PREFERRED QUALIFICATIONS
- Experience leading process improvements
- Experience implementing repeatable processes and driving automation or standardization
- Experience in complex problem solving, and working in a tight schedule environment
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.
Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company’s reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $104,100/year in our lowest geographic market up to $185,000/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.