Program Manager, IN Andon Cord
DESCRIPTION
IN Andon Cord team is looking for an execution-oriented Program Manager to lead program management initiatives to improve customer experience.
The Andon Cord is a foundational Amazon customer obsession mechanism established by Jeff Bezos. We seek to identify and eliminate unsatisfactory purchasing experiences that may edge customers to return items or not return to Amazon. Andon Cord empowers pulling a product off the Amazon website if there is a problem with any of the products sold, in addition to statistical and machine learning-based automated pulls. The role requires you to use defect information to drive customer experience improvements throughout the consumer business. We work with product managers, scientists, analysts, engineers, retail partners, and defect elimination specialists.
We are seeking a Program Manager who has proven leadership ability, thrives on ambiguity, can drive alignment across teams, and is a self-starter. This person must influence, motivate and lead others to meet the demands in a highly customer-centric environment. This Program Manager will be a person who works well with global and cross-functional teams of senior leaders, business managers, operations, product, and data science.
Responsibilities will include managing key performance metrics (KPIs) across Andon Cord, developing new KPIs, reporting, owning graduated enforcement of defect elimination mechanisms with stakeholders to prioritize the customer experience, and developing and managing standard operating procedures (SOP) and adherence to these practices among various Amazon leaders.
We are open to hiring candidates to work out of one of the following locations:
Bengaluru, KA, IND
BASIC QUALIFICATIONS
- Experience in program or project management
- Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
- Experience identifying and resolving complex issues
PREFERRED QUALIFICATIONS
- Experience defining program requirements and using data and metrics to determine improvements
- Experience in complex problem solving, and working in a tight schedule environment
- 2+ years of leading large complex programs experience