The Selling Partner Improvement of Customer Experience (SPICE) team works to ensure that Customers can buy with confidence on Amazon. We develop and implement innovative products, programs, and tools to ensure customers have perfect order experience on Amazon while ensuring our sellers are empowered to succeed. The SPICE team owns Seller Reviews, Seller detail page and Amazon's Seller Performance Indicator (SPI). Our vision is to empower customers with information that allows them to shop with confidence from selling partners and to use selling partner performance data to influence product and seller discovery so that customers are connected with sellers who have the highest likelihood of delivering a perfect order experience on every single order. We are looking to hire an experienced Senior Program Manager to own critical programs that impact the Seller Experience associated with Seller Reviews and the Seller Detail Page

Key job responsibilities
• Strategic Leadership & Program Management: Develop and implement comprehensive strategic roadmaps for seller contact reduction. Manage the entire lifecycle of projects from conception to delivery, ensuring alignment with program goals. Conduct regular reviews with senior leadership, including Directors and VPs, to communicate progress and strategic direction.
• Customer & Seller Experience Enhancement: Spearhead initiatives to improve customer and seller experiences across multiple dimensions, including cost reduction, abuse prevention and improving seller satisfaction. Collaborate with product managers to define and execute improvement roadmaps that address key pain points and drive satisfaction.
• Cross-functional Collaboration: Foster strong partnerships across various teams including policy, product, legal, customer support, and seller support. Coordinate efforts to develop and implement KPIs, process improvements, and innovative solutions. Act as a central point of contact to facilitate communication and resolve conflicts between partner teams.
• Process Optimization & Innovation: Identify opportunities for automation and efficiency improvements . Develop and implement best practices for program management and execution.
• Analytics & Reporting: Establish robust KPIs to track program performance and success. Conduct regular customer and seller surveys to identify areas for improvement. Leverage data analysis to drive decision-making and strategy development.