Program Manager, Broken Variation

Job summary
Amazon.com, Inc. seeks to be Earth's most customer-centric company, where customers can find and discover anything they might want to buy online, and endeavors to offer its customers the lowest possible prices. Today, we operate retail websites in nine countries, offering millions of products in more than 40 categories worldwide, and we still like to work hard, have fun and make history

Retail Business Services (RBS) leverages technology to improve customer experience and selling partner experience while lowering Amazon's cost structure. Vision of RBS is to accelerate Amazon's flywheel by 1) improving the customer experience by identifying and eliminating Buying issues, 2) improving selling partner listing quality to drive GMS and reducing fulfillment defects to drive profitability . We strive to eliminate the root cause of the defect and wherever not possible, we leverage machine learning to find and fix at scale or surface to selling partners.

Key job responsibilities
As a Program Manager, you will work on eliminating customer frustration points due to Broken Variation (BV) on Amazon retail shopping experiences. In particular, (1) Partner with upstream teams, subject matter experts, vendor managers & account managers to help streamline and standardize BV process ensuring defect free catalog attributes for Grouping & Varying attributes; (2) Work with tech PoCs in RBS and in the partnering team to develop scalable solutions and (3) Establish mechanism to monitor the performance of solution post implementation; (4) Elimination of RBS Ops efforts by reducing vendor contacts in addressing Variations related tasks via upstream defect elimination efforts & Self-service tools empower vendors to manage catalogs at their own convenience (5) Prepare holistic documentation the Root Cause Analysis (RCA) across the Variations defect inflow to identify Variations defects causes, insights and recommendations.

A day in the life
The successful candidate will have good program management skill with the ability to conduct in-depth analyses, think big and identify game-changing opportunities. In addition, you will be expected to deliver solutions and programs that are technology based, highly scalable, secure, and flexible - all while maintaining customer and business partner focus. You will work with internal and external stakeholders to identify, define, and specify solutions meeting our customers' and vendors' needs.
The individual would have targets on process standardization, automation and business metrics. Would engage with the business and support/service teams and build customer confidence through quality delivery, robust processes and sound reporting metrics. The individual would be responsible and be a point of escalation for the delivery by the teams working with him/her.- Bachelor's degree
- Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL
- Experience in program or project management
- Experience working cross functionally with tech and non-tech teams
- Experience in defining and implementing process improvement initiatives using data and metrics
- Experience defining program requirements and using data and metrics to determine improvements- Experience in driving end to end delivery, and communicating results to senior leadership
- Experience leading process improvements
- Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
- Experience building processes, project management, and schedules
- Experience managing teams

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