Sr. Program Manager, Ops Tools, AHS-AIT
2 weeks ago
Sellers' trust in Amazon is our top priority and in this role, you will be tasked with building that trust over time by diving deep into how we measure our progress and helping to identify and prioritize key areas of focus. Amazon's growth requires leaders who move fast, have an entrepreneurial spirit to create new solutions, have an unrelenting tenacity to get things done, and are capable of breaking down and solving complex problems.
The AHS/AIT Tools Program team is responsible for the customer relations management tools and technology used in the day to day operations at Amazon. The team is also responsible for reducing the cost to serve or operational expense for a case, by automating wherever possible and optimizing the experience where manual interventions are needed. The team leverages CRM tools developed inhouse by Amazon to deliver the service and associated goals. The Sr. Program Manager will influence strategy and the roadmap of operational tools by playing an integral part as the voice of users. You will not only execute on the required skills but also influence, educate, and drive results in a fast-paced, ambiguous environment. You will work strategically and analytically about business and technical challenges and communicate recommendations to senior leadership.
Key job responsibilities
1. Requirements Gathering - Develop business requirement documents by gathering use-cases and work with engineering and science teams to build required features.
2. Project Management - Own and lead initiatives for operations productivity improvement from conception through execution. Create effective program plans, collaborate with stakeholders to define and execute program goals and maintain effective communication and engagement with stakeholders throughout the program lifecycle, identifying, assessing, and mitigating potential risks to program success.
3. Communication and Collaboration - Distill complex information into clear and concise content for stakeholder group. Collaborate with cross functional teams to ensure execution of program plan. Collaborate closely with Engineering team on release scope, considering team capacity, business roadmap, and any backlog. Streamline and communicate any interdependencies with partner teams, ensuring all components move forward cohesively. Prepare detailed release notes and identify areas needing documentation enhancements.
4. Technical acumen - Manage trade-offs and make critical tactical or strategic decisions on behalf of the end-users. Collaborate closely with Engineering team on release scope, considering team capacity, business roadmap, and any backlog.
5. Change Management - Understand change and use change management strategies and tactics to support projects. Implement effective change management strategies to minimize disruption and ensure stakeholder buy-in, establish and track key performance indicators (KPIs) to measure program progress and success.
6. People Management - Manage and develop a tea, of program managers in partnership with program, product and engineering teams.
A day in the life
You will work directly with our international program management team and external software developer teams to launch/maintain AHS-AIT Customer Relation Management (CRM) tools to improve contact rate and establish configuration standards for routing contacts to operations. Having open and candid conversations with individuals will allow you to find the anecdotes that breathe life into what data is showing. Your role will work to make Amazon build trust with selling partners, and ensure that our front-line operations team is set up to provide superior support to our Selling Partners.
About the team
Account Health Support is a global team that provides Selling Partners with empathetic support while addressing their account health concerns. We give sellers access to highly-trained specialists who equip them with relevant knowledge and personalized guidance to deliver expedited solutions tailored to their business needs, so they can get back on track fast. Specialists work with sellers upstream to identify, navigate, and resolve the root cause of pending issues to prevent downstream business disruptions.
Audits & Insights Team (AIT) strives to ensure that Amazon's Seller and Buyer policies are effectively implemented by the investigation and automation mechanisms within the Seller Trust organization. We achieve this by - i) Defect Identification and Remediation: audit a sample of actions taken across policies within Customer Trust to identify the defects (Decision Quality, False Positives, False Negatives) and close the loop by reversing these defective actions ii) Metrics reporting: measure investigation, policy and process performance and share the audit reports with the relevant stakeholders iii) Insight generation and Recommendation: identify the gaps in investigation teams, SOPs, policies & tools, propose solutions and work with the relevant stakeholders in implementing these solutions, eventually building trust with our customers and sellers.
Basic Qualifications
- 5+ years of program or project management experience
- Experience using data and metrics to determine and drive improvements
- Experience owning program strategy, end to end delivery, and communicating results to senior leadership
- 5+ years of working cross functionally with tech and non-tech teams experience
- 5+ years of managing stakeholders in cross-functional project experience
Preferred Qualifications
- 3+ years of driving process improvements experience
- Master's degree, or MBA in computer science, engineering, analytics, mathematics, statistics, IT or equivalent
- Background/understanding of Customer Relations Management tools, data science and experience in managing program plans for science and Machine Learning based tooling.
- More preferred qualifications: -Strong leadership, communication and analytical skills as well as a passion to deliver great customer experience. -Excellent problem solving skills, writing skills and a track record of on-time delivery of global projects.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.
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