Program Manager, Selling Partner Support
DESCRIPTION
Are you passionate about improving the quality of customer experience? Do you thrive in a fast-paced environment in which you have the opportunity to influence change? Would you like to enable change that drives business growth while protecting Amazon’s Selling Partner experience?
The Selling Partner Support (SP Support) organization in Amazon provides world-class support to our global Selling Partners, and is looking for a passionate Program Manager in the Global Process Management organization. The Global Process team is seeking an innovative, and customer obsessed program manager who excels at stakeholder management. You will assist your teammates in supporting contact elimination and change management initiatives in partnership with business teams across Selling Partner Services (SPS). This is a high-impact role requires strong attention to detail and the ability to manage multiple projects and other competing priorities at once. The position involves regular interactions with the stakeholders and leaders on status, risks and is a key contributor SP Support mechanisms and leadership level goals 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.
In this role, you will be the primary support POC for other L5 and L6 leaders on your team who are managing Amazon’s SPS business teams. You will help keep your teammates organized by providing meeting governance support like setting up connects with key business stakeholders, managing action item trackers and helping support business documents like narrative documents, status reports and escalation correspondence as needed. You will build collaborative relationships with these partners, working closely with them and learning from them on how to identify and resolve defects to create and execute quality change. You will experience a wide range of problem solving situations, strategic to real-time, requiring extensive use of data collection and analysis all of which are critical in helping you get to the next level here at Amazon.
Key job responsibilities
The ideal candidate for this role will be able to:
1. Workfront Project Management: Manage projects sizing from XS-M. They will also work with Workfront Administration Team to provide insights on ways processes within Workfront can be automated to increase efficiency in completing XS-M projects. OCCASSIONALLY, you will triage projects as project management efficiency / comfortability increases.
2. Contact Elimination Data and Content Manager: Update RCE CE SIMs, roadmap IDs and key CE initiatives as assigned. Also help create different dashboards / test new features as tools become available like Heartbeat, Quicksight, LLMs etc.
3. Contact Insights Deep Dives: Support dive deep on assigned contact grouping of team and develop expertise on risks / issues leading to contact spikes / headwinds.
4. SP-Support Reporting: Providing inputs to operational updates for WBRs, MBRs, QBRs, narrative docs etc. as required.
5. Meeting Governance Support: Manages meetings effectively. Puts the right people in the room. Drives detailed discussions and high-level alignment. Is clear and concise in verbal and written communication (e.g., functional requirements, design specifications, project/program requirements and roadmap. Trusted to present decisions to leaders up to 3 tiers above level.
BASIC QUALIFICATIONS
- 2+ years of program or project management experience
- Experience with Excel
- 2+ years of defining and implementing process improvement initiatives using data and metrics experience
- 2+ years of creating status reports, action item trackers and risk mitigation plans
- Experience using data and metrics to determine and drive improvements
- Experience working cross functionally with tech and non-tech teams
PREFERRED QUALIFICATIONS
- Knowledge of Lean principles and DMAIC methodology
- Bachelor's degree or equivalent
- Experience in requirement gathering and ability to write clear and detailed requirement document
- 2+ years of assisting high-functioning team in driving end to end delivery of programs and initiatives
- 2+ years and communicating results to mid-level leadership
- Experience in stakeholder management / dealing with multiple stakeholders at varied levels