At Amazon.com, we strive to be Earth’s most customer-centric company. To support this vision, we need exceptionally talented, bright, and driven people. If you would like to help us build the place to find and buy anything online, this is your chance to work hard, have fun, and make history.
WW Emerging Stores (WWES) within SP Support (SPS) teams is seeking Sr. Program Manager for leading Emerging Store Program Management organization for IN emerging stores. This program leader will ensure that both domestic and AGS Sellers have the best support experience. This position will be a single point of contact for IN Seller Service organization team for existing programs, process and features to improve, while connecting with Global operations/programs teams to remove any obstacles. This role is critical to improve seller experience through representation of SPS team in Seller Service’s business reviews, raising concerns, sharing seller anecdotes and help the business team make the right decisions for selling partners. S/he will influence and work closely with the SPS leadership team, Seller Experience team and Ops Excellence/Performance Management team to improve overall seller experience for IN SPs.
The successful candidate will leverage past experience in contact center management/program management, work closely with cross functional teams within SPS, including WW operations teams and program teams to initiate / lead initiatives to improve seller experiences in various ways, and consistently raise the bar on Amazon seller experience. S/he will also build a healthy relationship with various stakeholders outside of SPS to improve seller experiences.
Job duties include:
• Represent IN emerging stores SPS organization through various activities, such as business reviews and leadership meetings as a single Point of Contact (i.e., acquire business agreements on policy, process, operation changes, approval on funding, etc.)
• Set the right expectations with Business teams including but not limited to key metrics, operational improvements, delivery of the action items.
• Proactively share information discussed in IN Seller Service organization to remote operations and program teams with sharing up-to-date, accurate information, conversely convey messages / issues brought up by SPS teams to the IN Seller Service team.
• Facilitate / drive communications across departments, to front line and executive level managers to get consensus to take actions to improve seller experience
• Uses expertise and judgment to determine the right stakeholders to inform decisions. Able to define or work goals and design a long-term strategy while working with WWES leader.
• Engage the correct SPS and business stakeholders for any business plans that change the seller / associate experience
• Be an active member of Seller Service leadership team and influence decisions to improve seller experiences.
• Makes optimal tradeoffs between schedule, resources, and scope, and applies advanced technical and business knowledge to address major risks, challenges, and obstacles
• Drive consensus across organization to finalize IN SPS goals, lead discussion with stakeholders.
• Work closely with operation teams to support them improve the seller experience through operations measured by key metrics such as Service Level, Quality (NRR/CLRO) and Efficiency (FTR/TTR/AHT) metrics.
• Understand operations and how it works to remove obstacles as a team which prevents operations to provide sellers great experience.
• Drive continuous improvement by independently identify process gaps and downstream problems and improving / removing the existing gaps by initiating / leading projects and drive to resolution.
• Credibly leads large cross-functional teams to complete projects. Can skillfully recruit, motivate and focus people of all levels to deliver complex projects.
• Primary point of contact with Customer Service, and Selling Partner Services (POE, Buyer Risk etc.) to ensure collaborations for IN SPS team.