Job summary

Amazon.com, Inc. (NASDAQ:AMZN), a Fortune 500 company based in Seattle, opened on the World Wide Web in July 1995 and today offers Earth's Biggest Selection. Amazon.com, Inc. seeks to be Earth's most customer-centric company, where customers can find and discover anything they might want to buy online, and endeavors to offer its customers the lowest possible prices. Today, we operate retail websites in nine countries, offering millions of products in more than 40 categories worldwide, and we still like to work hard, have fun and make history!

Amazon's Retail Business Services (RBS) team is looking for a Senior Program Manager to help expand its Voice of Customer product APIE (Amazon Product Improvement & Excellence) to Amazon’s Selling Partners WW. APIE consist of Voice of the Customer products, launched in 2019 for 40+ Amazon Owned Brands in US to analyze customer feedback, identify areas of improvement for Private Brands products listed on Amazon.com, and share these insights with business teams to improve product quality. Driven by innovation, the mission of APIE is to improve product quality across Amazon by leveraging customer feedback and our vision is to expand APIE capabilities to WW Selling Partners by 2022. Amazon has over 2 million active sellers WW and has added 367k sellers since Jan 2020. When we are successful, we will be continuously improving the %age of 4+ rated products on the Amazon platform, reduce the negative customer experiences and making it easy for our Selling Partners to get onboard APIE to improve product quality.

As the Senior Program Manager, you will own the expansion of APIE features to WW Private Brands and driving adoption and actionability. You will be expected to reach out to 5 new marketplaces, gather business and systems requirements from internal and external stakeholders, write specifications, drive project schedules from design to release, and manage the production launch. You will work with our product and operations teams, and internal/external technology teams to remove roadblocks and sustain expansion velocity. You will leverage your team to provide solutions that address localized needs (functional, legal, compliance), while not compromising on the standardization of the solution within each segment. In addition to expansion, you will also be responsible for driving adoption of the product in your target segments, improving actionability of the insights you share through the initiative, and maintaining the quality of APIE’s outputs.

A successful candidate will be an exceptional strategic thinker and will have exposure to customer experience improvement. Key skills for the role include an extraordinary ability to deal with ambiguity, to network effectively and influence partner teams without authority, to overcome unforeseen obstacles, and a passion for developing a deep understanding of the tech product.

Responsibilities:
1. Build deep knowledge of APIE offerings, and business requirements.
2. Develop trust-based relationships with program’s key stakeholders.
3. Help define the program strategies, develop program roadmap, and organize work steams and milestones; gain buy-in and interlock across functional and regional leaders.
4. Manage timely and successful delivery of the program, working with program’s product owners and cross-functional teams to manage risks, and measure and report on progress. Gather and analyze data on launch performance results
5. Anticipate and resolve bottlenecks, manage escalations, balance trade-offs, and resolve complex execution and operational issues.
6. Build and deliver program’s operational and management reports. Use data and analytics to make day-to-day business decisions and achieve results
7. Work with global and regional teams to lead program’s adoption efforts. Hold regular business reviews with both internal and external partners
8. Define and manage to program KPIs. Use Voice of the Customer, experimentation, data analysis, to set global quality standards and specifications for all product media for Amazon
9. Present strategic program and user insights and recommendations to stakeholders and cross-functional team.
10. Provide ad-hoc support and analysis to senior leaders on strategy documents and research requests.

BASIC QUALIFICATIONS

• 5+ years of experience in program or project management
• Experience defining program requirements and using data and metrics to determine improvements
• 5+ years of experience working cross functionally with tech and non-tech teams
• 5+ years of experience delivering cross functional projects

· 8+ yrs work experience in Program mgmt. with at least 3+yrs of experience managing managers (indirect management).

· Has a background in quantitative decision making, ability to drive business metrics, automate operational tasks, thereby driving process excellence and adoption of different tools and resources.

· Exposure to working with technology teams and solving operational issues using technology

· Has managed critical support functions and processes, with end to end business responsibility.

· Strong analytical, mediation and problem resolution skills.

· Track record of employee development (including an emphasis on selection and retention).

· Demonstrated leadership with a bias towards action, supporting a culture of ownership and learning.

· Skilled in collaborative management environment, succeeding through regular meetings and clear formal and informal communication with members of the remote and local management teams.

· Demonstrated ability to hire and develop strong tech-operations team members and leaders

· Proven expertise and ability to develop processes and procedures which will enhance the overall efficiency with a strong bias towards automation in all operational tasks.

· Ability to work effectively & independently in a fast-paced environment with tight deadlines

· Excellent written and oral communication skills as well as team and stakeholder management skills.

PREFERRED QUALIFICATIONS

· Masters Degree/MBA(Ops/Strategy), Certification in Project Management/process excellence (PMP, Six Sigma)
· Experience with presenting to and influencing at all levels within a large, cross-functional organization.
· Exposure to working with technology teams and solving operational issues using technology
· Demonstrated leadership and ability to drive projects and ensure closure within stipulated timelines
· To receive security clearance all candidates must undergo a background check.