Senior Program Manager, Partner Support and Solutions

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 Senior Program Manager in the Global Process Management organization.

The Global Process team is seeking an entrepreneurial, innovative, and customer obsessed program manager who excels at stakeholder management.

You will own a portfolio of business teams and play an integral role in the contact elimination and change management process and will interact and influence stakeholders in Finance, Product / Process Teams, Operations, and Analytics.

This is a high-impact, high-visibility position, and will require a self-directed individual with strong attention to detail, great deep dive skills, and curiosity to step into unfamiliar spaces to drive change for Selling Partners through new and existing mechanisms.

The successful candidate will possess the ability to multitask, make smart and timely decisions with limited guidance, be curious, and genuinely enjoy the idea of challenging the status quo to represent the voice of our Selling Partners.

The position involves regular interactions with the senior management on status, risks and is a key contributor to weekly SP Support mechanisms 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.

As a Program Leader in SPS, 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 at multiple levels and dynamically lead business and product teams to define and deliver solutions to establish standard processes and quality experiences.
• Identify and analyze data to isolate issues, develop solutions and prioritize opportunities for Selling Partner experience improvements.
• Plan and manage multiple parallel projects.
• Create, maintain and disseminate project information to stakeholders and senior management.
• Remain flexible to changing priorities, open to new ideas and have Selling Partner quality as the top focus.
• 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.

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

PREFERRED QUALIFICATIONS

• 2+ years of driving process improvements experience
• Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field
30+ days ago