Manager II, Program Manager, Executive Selling Partner Relations (ESPR)

The Executive Selling Partner Relations (ESPR) team is seeking an entrepreneurial, innovative, and customer obsessed manager who excels at stakeholder management.

As a manager you will support the program operations within the World-Wide ESPR team through implementation of program and operational mechanisms, alignment and standardization efforts to support scaling, and replication of proven initiatives across the team both geographically and across business verticals.

You will be part of a team that innovates and builds new ways to identify Selling Partner experience defects at scale and surface them to product and service owners to develop lasting solutions.

In this is high-impact, high-visibility position, you will interact with a broad group of stakeholders 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.

Key job responsibilities

Stakeholder management : Build strong relationships with stakeholders to understand and evaluate business priorities, define shared opportunities and requirements, and establish information / data sharing mechanisms.

Work alongside stakeholders to define and execute actions, at times influencing without authority.

• Deliver Results : Lead complex high severity escalations, process improvement efforts, including : scope alignment with business leaders, process design, data analysis, journey mapping, and presenting results to senior management / leadership.
• Hire and Develop the Best : People management experience in risk-based, analytical, or investigative functions. Lead and develop a team of Executive Inquiry Leaders that meet and exceed performance expectations as outlined by Amazon.

Create a healthy team culture through engagement, inclusion, and development. Create and maintain strong people manager routines including but not limited to : talent / performance assessment, one on ones, team meetings, team engagement etc.

The role may require cross border reporting.

Standardization of Processes at the Global Level : Create mechanisms for addressing Escalations at scale taking into account geo specific nuances.

Highlight key changes in trends that impact seller experience and lead to downstream defects.

• Process Identification : Analyze existing business processes across various teams and geographies.
• Training and Development : Facilitate workshops and meetings to gather insights from key stakeholders and subject matter experts.
• Manage Ambiguity : Understand complex business problems across business units, geographies, and product lines to create problem statements and journey maps, then translate them into data collection and analysis requirements to identify meaningful insights that help Amazon improve seller and executive experience.
• Flexible Scheduling : Required to work a schedule that accommodates weekend coverage (i.e Wed-Sun) within the PST time zone, including on-call rotation.

About the team

Within Selling Partner-Support (SP-Support), Executive Selling Partner Relations (ESPR) strives to resolve complex Selling Partner issues that have Executive (L8+) visibility or high Legal / Public Relations (PR) risk.

ESPR programs serve as a direct extension from the offices of our Executive leadership (inclusive of Andy Jassy and Doug Herrington) worldwide, and represent the Selling partner at the table amongst our business, policy, and technology teams.

As a result, we have set a high (yet realistic) bar for resolving Selling Partner issues, identifying the root cause of defects, and developing scalable preventive actions.

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

Arlington, VA, USA Seattle, WA, USA

BASIC QUALIFICATIONS

• 3+ years of team management experience
• 3+ years of program or project management experience
• 3+ years of working cross functionally with tech and non-tech teams experience
• Experience defining program requirements and using data and metrics to determine improvements
• Experience owning program strategy, end to end delivery, and communicating results to senior leadership

PREFERRED QUALIFICATIONS

• Experience implementing repeatable processes and driving automation or standardization
• 2+ years of driving process improvements experience
30+ days ago