Amazon - Program Manager - Retail Efficiency (3-10 yrs)

Retail Business Services (RBS) leverages technology to improve customer experience and selling partner experience while lowering Amazon's cost structure. Vision of RBS is to accelerate Amazon's flywheel by 1) Improving the customer experience by fixing detail page catalog defects at scale, 2) Improving selling partner listing quality to drive GMS and reducing fulfillment defects to drive profitability and 3) Improving store operations efficiency by driving down cost of operations. We strive to eliminate the root cause of the defect and wherever not possible, we leverage machine learning to find and fix at scale or surface to selling partners. RBS has multiple programs/services aimed at reducing the listing friction, improving listing quality, reducing customer returns and improving star ratings of products that are dependent on selling partner support for effective execution.

As Program Manager you will:

1) Drive the expansion of Selection and management of a strategic roadmap involving unique and innovative customer solutions

2) Implement programs to drive broader and deeper engagement of Amazon Selling Partners, thereby improving the adoption of the product

3) Create reports and metrics to demonstrate progress towards goals, provide new insights, and send regular updates to senior leadership

Key job responsibilities:

- Manage new and existing programs, successfully delivering difficult projects and goals across multiple organizations

- Work directly with operations leaders, support leaders, and third party vendors to design and deliver scalable solutions

- Partner with other program managers to secure resources, scope efforts, set project priorities and milestones and deliver on-time

- Own program communication; accelerating progress by driving crisp and timely decisions, removing barriers, escalating as appropriate

- Influence design and development of strategic processes

- Work with program managers and business leaders to communicate and impact critical business initiatives

- Develop, implement, and govern KPI reporting for a portfolio of programs, providing visibility to the milestones, and performance across all projects and using this data to drive/influence business decisions

- Engage other Amazon business units globally to share best practices and improve end-to-end outcomes for Amazon customers

- Manage post-launch support plans (e.g., post-mortem, issue/ticket management, etc.) and look for opportunities to improve program quality and operational excellence

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