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 (SPS) organization in Amazon provides world-class support to our global Selling Partners, and is looking for a Senior Program Manager in our Network Risk, Policy and Continuity team.
This team counts Amazon Selling Partners, Amazon Associates and Amazon as its Customers. Focus is on delivering tools, policies and change programs, to protect our Customers.
This role owns the mitigation of risk to a Selling Partners business or their data through the actions of SPS. It builds protective mechanisms to restrict access or alert of breaches and owns mitigation steps when required.
The role will also be a co-owner of the promotion of a security conscious culture in SPS to encourage Selling Partner teams to own their risk.
As a Program Manager in SPS, you will be the primary interface between internal teams. In this high-profile role, you will collaborate with numerous operational, training, legal, product, and software development teams both inside and outside Selling Partner Support to identify, define and specify solutions that create the conditions for Selling Partners’ success and satisfaction.
You will build collaborative relationships with these partners, working closely 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, and you will prepare and execute regular program updates to senior management.
The ideal candidate for this role will be able to :
Interact with stakeholders at multiple levels and dynamically lead business and product teams to define and deliver solutions to establish standard processes and quality experiences.
Identify and analyze data to isolate issues, develop solutions, and prioritize opportunities for Selling Partner experience improvements.
Plan and manage multiple parallel projects.
Maximize resource utilization for the greater good of the organization.
Create, maintain, and disseminate project information to stakeholders and senior management.
Remain flexible to changing priorities, open to new ideas and have Selling Partner quality as the top focus.
Be a visible and vocal role model across the wider business for Amazon’s customer-centric culture, championing Selling Partner and Associate needs, and using data and technology to anticipate and exceed them.
Role can be based in EU or US locations.
5+ years project / program management is required.
5+ years of experience leading project delivery for large, cross-functional projects.
Experience in Support Operations (Contact Center).
Experience delivering tools to support data protection regulations
Experience using problem solving and analytical skills to solve business problems and drive process improvements.
Excellent verbal and writing skills for non-technical and technical audiences.
Demonstrated ability to deliver both strategic and tactical results across diverse cultures from inception to completion.
Ability to work effectively with tight deadlines in a fast-paced environment.
Attention to detail and proven ability to manage multiple, competing priorities simultaneously.
Demonstrated ability to work in ambiguous situations and across organizational boundaries.
An ability to effectively develop key processes and procedures that facilitate efficient planning, reporting and control processes.
Belief in the value of participating in and contributing to a collaborative team environment.
Six Sigma, Kaizen, Agile, or other Process Improvement methodologies.
Experience in external user / customer / partner experience design, Internet products and technologies.
PMP or similar certification.
Experience with CRM and other contact management support tools.