Amazon has spent years building one of the world’s most efficient and optimized supply chains. Amazon Warehousing and Distribution (AWD) is building on that foundation with a bulk storage and distribution service for FBA sellers and innovating towards creating an integrated supply chain offering that can bring sellers' products from factory floor to customer doors seamlessly.
The AWD org is looking for a Sr.Program Manager who will design effective approaches to support a) Key strategic accounts for AWD and b)non Account managed sellers. In this role, an individual will be responsible setting standards and inspecting for the development of clear and concise root-cause analysis (RCA), write-ups and supporting content to help our wider org envision the systemic issue, proposed path forward and resolving/preventative actions for our seller issues. This role will instrumental in scaling SSR channel for AWD i.e., the Seller does not receive direct account management support from an Amazon associate.
Successful candidates will have experience with Program Management in a broad, global organization, have experience working with a variety of cross-organizational stakeholders, and be able to juggle competing priorities. We are looking for someone who is detail-driven, can create processes from scratch, has good problem solving and deep dive abilities. Ability to navigate ambiguous programs while keeping a high bar on quality of outputs is a must.
Key job responsibilities
Selling Partner-Focus:
Develop a thorough understanding of Selling Partner needs and pain points, both existing and potential. Use that knowledge to drive delivery of studies and services that enable business and operational leaders to provide Amazon Selling Partners with an exceptional experience. Tirelessly advocate for improvements to systems and processes that will benefit associates and/or sellers.
Strategy and innovation:
Lead initiatives to: 1) increase awareness of AWD among the SSR cohort, 2) provide SSR SPs with relevant information and resources to be successful on AWD, and 3) elevate the SP experience by addressing key friction points.
Stakeholder management:
Build strong relationships with internal and partner team 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 from identification to implementation. Influence stakeholders, up to executive level, to take ownership of defects and drive solutions to improve the Selling Partner experience.
Manage operational metrics:
Manage seller support service levels including: time to resolve, aged cases, false positives, time for first response, and cases per SP. Drive process improvement and operational excellence by improving defects and time to resolve cases
Team leadership:
Manage a small team, driving high-performance standards and fostering a culture of creativity and problem-solving.
A day in the life
Your daily work includes:
• Developing expertise in business insights for the owned Seller cohort, including drivers and challenges.
• Collaborating with internal and partner teams to share the recurring trends/insights and drive program and product changes.
• Balancing the growth of the Seller base with quality, focusing on scalable and mass-applicable solutions.
About the team
We are open to hiring candidates to work out of one of the following locations:
Bangalore, KA, IND
We are open to hiring candidates to work out of one of the following locations:
Bengaluru, KA, IND
- 5+ years of working cross functionally with tech and non-tech teams experience
- 5+ years of cross functional project delivery experience
- 5+ years of program or project management experience
- 2+ years of team management experience
- Experience defining program requirements and using data and metrics to determine improvements
- Knowledge of Microsoft Excel (macros, pivots, lookups) at an advanced level
- Strong business acumen, as well as communication and negotiation skills.
- Experience managing, analyzing and communicating results to senior leadership
- Knowledge of SQL
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