Program Manager II Amazon Shipping

2 months ago


Bengaluru, Karnataka, India timesjobs Full time


Amazon is looking for a motivated individual for the profile of Program Manager-II to lead the claims operations charter for its Amazon Shipping team.


Key Job Responsibilities:


Defining overall strategy to execution roadmap (OP plan) for policy, program, product initiatives, ensuring stakeholder buy-in and planning headcount requirements to drive improvement in claims management process.


Driving collaboration across functions (Sales, Operations, Finance, etc.) to improve claims process, enable leadership visibility to performance and key metrics, and streamlining monthly, quarterly review of metrics to take in leadership guidance and inputs.

Identifying strategic partnerships that can benefit SWA (regular cadences with WW Product and Portfolio managers to ensure launch of papercuts, parity initiatives).


Simplifying claims support SOPs to ensure:
3.1 Faster resolution
3.2 Enhanced quality of resolution
3.3 Enhanced agent experience & productivity.
Exploring models to improve overall SLAs and self-serve for faster resolution.

Performing data analysis and IC benchmarking to generate actionable insights for agent/support teams, business, product, etc. Own the design, development, and improvement of ongoing metrics, reports, standard operating procedures, etc. This will include accessing and analyzing claims data and working extensively with external and internal teams.


Providing visibility to key claims metrics and analytical insights to leadership via WBR, MBR, and QBRs, highlighting areas that require support, and ensuring the creation of dashboards and reporting to ensure stakeholder visibility.


Creating GTM strategy for feature launches and working with WW and IN product to ensure launch to adoption to improve claims process.


Locations:
IND, KA, Bengaluru

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