Program Manager, Change Management, Rufus and Alexa Ops
1 week ago
DESCRIPTION:
Rufus and Alexa Shopping Operations strives to become the most reliable source for dataset generation and annotations. We work in collaboration with Shopping feature teams to enhance customer experience (CX) quality across shopping features, devices, and locales. Our primary focus lies in handling annotations for training, measuring, and improving Artificial Intelligence (AI) and Large Language Models (LLMs), enabling Amazon to deliver a superior shopping experience to customers worldwide. Our mission is to empower Amazon's LLMs through Reinforcement Learning from Human Feedback (RLHF) across various categories at high speed. We aspire to provide an end-to-end data solution for the LLM lifecycle, leveraging cutting-edge technology alongside our operational excellence. By joining us, you will play a pivotal role in shaping the future of the shopping experience for customers worldwide. Program Manager (PM) in OPTIMA Programs Org has to work on defined projects with limited guidance. PM will apply project-management best practices to make the process more efficient and facilitate delivery. PM should be able to assign individual responsibilities, develop appropriate milestones and launch schedules to ensure timely and successful delivery of a project. The PM works backward starting with customers, stakeholders, and any related team owners and work to understand their needs/problem(s) and incorporate their context into project plans. PM negotiates process improvements and needed features (and their priority), distinguishing between important and urgent, accordingly establish milestones and drive sensible deadlines. PM manages project communications like weekly/monthly flashes and may serve as the first point of contact for OPTIMA projects. PM runs effective meetings and is able to dive deeply into details as easily as conveying high-level plans. PM's verbal and written style are clear and concise. A PM should be able to transform raw thoughts into clear documentation and requirements (e.g., project charter, requirements documentation, responsibility matrix, UAT summary, implementation approach, reporting, etc.)
Key job responsibilities
* Drive tooling, process,technology and compliance changes across Ops, quality, support functions, program and stakeholder teams - execute rollout plans and ongoing support.
* Review new change requests from program and operations stakeholders against existing standards.
* Conduct thorough impact assessments for proposed changes, Evaluate potential disruptions to workflow, user experience, and operational efficiency, Identify risks and develop mitigation plans.
* Establish and lead regular meetings with Operations and cross-functional teams, Align stakeholders on goals and NO/NO-GO criteria for change initiatives. Identify and train change agents and managers within the Operations team. Build consensus and support for change initiatives across the organization.
* Develop detailed change implementation plans, including timelines and ownership assignments, Create contingency plans for potential issues. Utilize project management tools to track progress and ensure adherence to deadlines. Oversee the execution of change initiatives.
* Develop and implement a comprehensive communication framework for change initiatives. Ensure all stakeholders are informed of changes, their impacts, and rationales. Utilize multiple communication formats (e.g., flashes, program updates, newsletters). Tailor communications to reach impacted users across all organizational levels.
* Conduct post implementation reviews after change implementation. Assess the effectiveness of the change management process. Document lessons learned from each initiative. Apply insights to improve future change management efforts.
A day in the life
On a daily basis this role will entail in taking projects, vetting them for proper detail, and determining what stakeholders to involve in the project. You will be driving and tracking ongoing projects, preparing flash reports, identifying improvements areas. You will spend time engaging with internal and external stakeholders to ensure the change in business is tracked and running according to plan from initiation, assessment, development, analysis, and execution until closure of the change. This role will guide business owners, program owners, change requester and leadership on high-judgement decisions in the process. You will help deliver success and remove roadblocks by collaborating on creative solutions and setting new standards for in-flight and future launch.
About the team
This is a new charter we are building in Optima Org to drive changes across WW optima. In this role the PM will have opportunity to set foundational framework, establish mechanisms, iterate over the same. This is a high visibility role across the WW optima Ops with ~8 sites.
BASIC QUALIFICATIONS:
- 3+ years of program or project management experience
- Experience in Lean methodologies
PREFERRED QUALIFICATIONS:
- Knowledge of Lean principles and DMAIC methodology
- Experience in MS Access and SQL
- Experience in requirement gathering and ability to write clear and detailed requirement document
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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