Manager, Program Management, Global Process Management, Partner Support and Solutions
DESCRIPTION
Selling Partner Support (SPS) is responsible for creating a trustworthy shopping experience across Amazon stores worldwide by protecting customers, brands, selling partners and Amazon from fraud, counterfeit, and abuse as well as empowering, providing world‐class support, and building loyalty with Amazon’s millions of selling partners. We value individual expression, respect different opinions, and work together to create a culture where each of us is able to contribute fully. Our unique backgrounds and perspectives strengthen our ability to achieve Amazon's mission of being Earth's most customer-centric company.
Within SPS, Global Process Management (GPM) strives to make Amazon the best way for Partners to reach customers locally and globally and to operate their businesses, driven by the accurate and efficient support and solutions we provide them. GPM focuses on both preventing Selling Partner (Seller, Vendor and Brand Registry) contacts based on knowledge obtained during our support interactions, and for handling those contacts with quality and efficiency.
ABOUT THE ROLE:
Global Process Owners (GPO) have cross functional responsibilities and will be passionate about the selling partner experience, innovation, and cross-team partnerships to deliver business impact.
The position will lead a team of GPOs and the role involves regular interactions with the senior management on status, risks and is a key contributor to weekly Selling Partner (SP) Support mechanisms which aim to provide the perfect SP experience as Amazon launches initiatives or initiates changes, makes improvements across tools, adds new features, or creates/updates policies or programs. The role will own a portfolio of business teams and play an integral role in the defect elimination and change management process and needs to interact and influence stakeholders in Finance, Product/Process Teams, Operations, and Analytics.
Key job responsibilities
• Interfacing between Amazon business teams and Selling Support Operations to facilitate changes.
• Collaborating with operational, training, product, and software development teams to identify, define and specify solutions that create the conditions for Selling Partner and Associate success and satisfaction.
• Establish collaborative relationships with business teams to build roadmaps that will identify and reduce contacts (both incoming and productivity efforts) and reduce effort and/or improve SP experience.
• Problem-solving, strategic to real-time, requiring extensive use of data collection and analysis, and preparing and executing regular program updates to senior management.
• Being a visible and vocal role model across the wider business for Amazon’s customer-centric culture, championing Selling Partner needs and using data and technology to anticipate and exceed them.
BASIC QUALIFICATIONS
- 7+ years of working cross functionally with tech and non-tech teams experience
- 5+ years of team management experience
- 7+ years of cross functional project delivery experience
- 7+ years of program or project management experience
- Experience defining program requirements and using data and metrics to determine improvements
PREFERRED QUALIFICATIONS
- Experience managing, analyzing and communicating results to senior leadership
- 10+ years of managing stakeholders in cross-functional project experience
- Experience engaging and influencing senior executives
- Strong written and verbal communication skills
- Self-starter capable to taking initiative and working with minimal direction.
- Experience directly managing people across multiple locations
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $114,500/year in our lowest geographic market up to $189,300/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.