Amazon - Senior Program Manager

Sr. Program Manager

Mandatory : Full-time MBA, at least 6+ years in Program Management & willingness to relocate to Bangalore

- We are looking for a high-octane senior program manager (with strong analytical capabilities) to join the WW CS Consumer Tech and Product (CTAP) team.

- As the Program leader for CTAP, you will help manage a program centered on improving Amazon's customer experience and bottom-line profitability by reducing root-cause defects that lead to customer contacts (e.g., Delivery issues, Payment failure, product returns, replacements, and other forms of customer remediation) - by working with CTAP Product Managers across the areas of Automation, Self Service and Associate Help.

- The program manager will own and drive completion and delivery of all CTAP product initiatives and work with stakeholders to drive worldwide expansion.

- In this role, you will handle a wide array of responsibilities, including ;

1) Partnering with local/global stakeholders to ensure delivery of CTAP goals and initiatives,

2) Using data analysis to discover contacts reduction opportunities and creating strategic intent to fix these issues;

3) Generating and disseminating program status updates and reporting that provide detail on overall CTAP performance

4) Manage and maintain the CTAP page 0 and goal updates and 5) Manage Worldwide expansion of CTAP initiatives across regions and ensure stakeholder visibility.

Key Responsibilities :

- Working closely with CTAP product team towards driving the CTAP roadmap, sharing updates

- Working towards unblocking key CTAP initiatives by partnering with teams across Category, Operations and/or retail teams across Amazon

- Analyzing CX and Defect Reduction metrics - customer contact volumes and developing solutions that reduce defect events.

- Building out a scalable program status/tracking infrastructure that provides granular detail on overall program performance, risks and opportunities.

- Providing project management and cross-functional support on key improvement initiatives

- Scheduling periodic planning, progress, and close out meetings with project team & stakeholders.

- Disseminating program & strategy updates to internal and external stakeholders.

- The charter for CTAP is to own and enhance the overall post-order customer experience for Amazon Consumer CS worldwide.

- The team works across Self-Service and Automation products, Your Orders, Notifications and Returns.

Basic qualifications :

- MBA (Engineering or Ops related field preferred)

- 7+ years of Product or Program Management experience

- Demonstrated capability to manage multiple, disparate projects and/or stakeholder groups

- Exceptional integrative thinking skills

- Degree in engineering, mathematics, statistics, computer science, economics, finance, or related field

- Analytical and quantitative skills; experience using data and metrics to back up assumptions and develop business cases

- Excellent speaking-listening-writing skills

- Ability to influence and manage both peer-level and senior stakeholders