Program Manager, Seller Rewards Program
DESCRIPTION
Are you passionate about improving the quality of Customer experiences? Do you like to dive deep to understand complex problems? Do you strive to create Customer-centric solutions that drive measurable results on metrics that matter for company’s success? Does owning a global charter sound exciting? If yes, then we have the role for you!
Key job responsibilities
• Define seller experience and execution goals for SRP (Seller Rewards Program)
• Manage support cases requested from both Selling Partners and Program owners, and resolve them in defined SLA
• Conduct deep dives on trends and identify program, policy or process improvements to reduce contact volume over time
• Effectively communicate trends, focus areas, solutions and impact to stakeholders, including senior leaders
• Drive root cause elimination projects (e.g., updates to SRP landing pages, workflow management) in partnership with product and tech teams
• Drive standardization of operational procedures; partnering with frontline seller support team, account management team etc. to build repeatable and predictable structures in areas of ambiguity to increase consistency and reliability of operational performance
• Identify and implement mechanisms and solutions for continuous improvement in the charter
A day in the life
We are seeking an entrepreneurial and motivated individual with a strong user support and project management background, a passion for customers, exceptional communication skills and a logical mindset with a supreme attention to detail. The ideal candidate will have an intense drive to get to the root cause of complex issues and enjoys deep diving. They will also thrive on challenges to simplify complex operational processes, and have a successful track record of simplifying business processes.
About the team
The Seller Rewards Program (SRP) is a seller loyalty program hosted by Amazon that gives sellers the chance to win rewards for various actions and help them kick start their journey on the marketplace. The vision of SRP is to provide sellers (who are able to adopt best practices on the e-commerce marketplace) an opportunity to be rewarded for providing the best customer experience. This cross-geography program has been adopted by thousands of sellers redeeming millions of dollars in rewards.
BASIC QUALIFICATIONS
- 3+ years of program or project management experience
- 3+ years of working cross functionally with tech and non-tech teams experience
- 3+ years of defining and implementing process improvement initiatives using data and metrics experience
- Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL
- Experience defining program requirements and using data and metrics to determine improvements
PREFERRED QUALIFICATIONS
- 3+ years of driving end to end delivery, and communicating results to senior leadership experience
- 3+ years of driving process improvements experience
- Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
- Experience building processes, project management, and schedules