Amazon - Program Manager/Process Excellence Manager

External job description

Are you passionate about improving the quality of customer experiences ? Do you like to dive deep to understand problems? Do you strive to create customer-centric solutions that drive measurable results? Does coordinating across teams and countries sound exciting? If so, the Selling Partner Support Operations Excellence team is looking for a Program Manager to manage programs that improve the customer experience of our third-party sellers.

Responsibilities include, but are not limited to -

- Proactively analyze key and dive deep areas impacting seller experience on contact experience and key metrics

- Develop programs, roadmaps and process improvements initiatives

- Own KPIs and performance improvement initiatives in selling partner support

- Continual, tactical communication with Stakeholders (Operations/Programs/Seller Services)

- Ability to pull data and to perform ad hoc reporting and analysis as needed

- Develop and deliver content for cross functional operational reviews with internal leadership

- Collaborate with multiple departments including Operations, Seller Experience, Product, Market Place teams, and Operations to understand and quantify the impacts of key business decision and tradeoffs

- Develop performance metrics to assist with driving business results

- Lead initiatives to identify and eliminate root causes of defects and opportunities to improve or simplify SOPs in order to drive efficiency in Seller Support operations

- Must be able to systematically escalate problems or variance in the operating plan to the relevant owners and teams and follow through on the resolutions to ensure they are delivered

- Work within various time constraints to meet critical business needs, while measuring and identifying activities performed and ensuring service requirements are met

- Excellent communication, both verbal and written as you will be required to convey updates on issues, operational status and business drivers during shift changes as needed throughout the activity cycle and during daily/weekly reviews.

Basic qualifications

- 3+ years experience in program or project management

- Experience defining program requirements and using data and metrics to determine improvements

- 3+ years experience working cross functionally with tech and non-tech teams

- Strong command of Excel and other MS Office programs

- Working knowledge of query languages like SQL, PL/SQL etc.

- Should be a certified black belt with atleast 5+ completed projects

- Previous experience in Quality or Process Improvement

- Clear thinking and logical with an ability to deal with ambiguity

- Must display fine attention to detail - successfully completes tasks requiring deep attention to a high volume of detailed information with the ability to build quality process into job functions

- Efficiently manages time based on continual evaluation of priorities, meets deadlines with high quality deliverable reflecting complete understanding of expectations, able to multi-task with laser-like focus

Preferred qualifications

- Experience with Lean, Six Sigma analytical techniques is a plus

- Experience of re-engineering projects

- Previous experience in Analytics