Program Manager, Travel

Program Manager, Travel

Our teams strive to make Amazon.in the most rewarding and convenient place to book travel: domestic and international flights, hotels, intercity buses, and trains; we launched flight bookings on A.in [www.amazon.in/flights] in May 2019 –a globally unique offering at Amazon; expanded selection by launching Bus ticketing in 2019 and trains in 2020. We partner with leading vertical specialists, such as MakeMyTrip, redBus, IRCTC to leverage their supply systems and capabilities while owning the end-to-end booking experience. We govern selection, pricing and customer service jointly with our external partners. India is seeing a mass increase in number of customers are engaging in discretionary travel; the intersection of travel with payments and Prime offers us a unique opportunity to create differentiated travel booking experience and serve our customers.

In this role, we are looking for an experienced program manager, who will drive joint initiatives between multiple internal teams at Amazon and between Amazon and travel vertical specialists.

This role will be responsible for 1) raising the bar on customer experience by continuously identifying, defining and driving targeted improvement programs; 2) creating mechanisms and running select joint-programs across partner companies in all travel verticals; 3) ensuring partner team readiness, in terms of customer facing inputs and fulfillment, for high value events such as Prime Day and Diwali Great Indian Festival; 4) Driving a culture of excellence in partnership by seeding the 5 Why/ COE processes at the partners end.

The candidate for this position will 1) possess strong experience designing and implementing effective mechanisms; 2) have experience of working with external partners: mid and senior level executives; 3) is expected to develop a broad understanding of travel business across verticals of flights, hotels, buses and trains, and respective operations. The ideal candidate sees around corners, is biased for action in ensuring the team is set up for success in achieving our goals, and earns trust through broad stakeholder influence. This role will get exposure to senior leadership in online travel industry.

A successful candidate:
· Will be passionate about raising the current bar of service level in online travel industry
· Has experience influencing and earning the trust of senior stakeholders and moving business teams to take action
· Obsesses over customer needs to identify opportunity areas / gaps in the current processes and new capabilities required to create moments of delights for our customers.
· Is exceptionally strong communicator and analytic thinker and have a history of delivering results.
· Has a strong sense of urgency and commitment
· Drives simple, scalable solutions to difficult problems
· Has excellent project-management skills
· Is a people's person and is comfortable working in across teams and levels, internally and externally
· Is comfortable working independently, enjoy having a wide range of responsibilities
· Thrive on solving challenging problems in ambiguous environments

You must not only be able to develop and drive clear strategic initiatives, but also roll up your sleeves, dig in to understand many perspectives and experiences, identify and analyze data to isolate issues, develop solutions and prioritize opportunities for servicing our customers and get the job done. This role is inherently cross-organizational and forming rapport, gaining trust of partner companies senior leadership is a must. You will be visible and vocal role model with partners for Amazon's customer-centric culture, championing customer's needs and driving right processes to exceed them.

- 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- 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

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 https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.

---