Program Manager, Ops Tools, Audits and Insights Team
3 weeks ago
We want you to help share and shape our mission to be Earth's most customer-centric company. Amazon's evolution from Web site to e-commerce partner to development platform is driven by the spirit of invention that is part of our DNA. We do this every day by inventing elegant and simple solutions to complex technical and business problems. We're making history and the good news is that we've only just begun.
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 Account Health Support (AHS) 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 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.
A Tools PM should have problem-solving skills, writing skills and a track record of on-time delivery of global projects. The successful candidate will be a self-starter, comfortable with ambiguity, create and maintain efficient processes, and will not only execute on the required skills but also be able to influence, educate, and drive results in a fast-paced, ambiguous environment. This candidate will also think strategically and analytically about business and technical challenges, and can effectively communicate recommendations to senior leadership. They will set the vision, strategy, and roadmap, and work alongside key stakeholders in the organization to make it all happen.
Key job responsibilities
Responsibilities include program scoping, launch design, collection and analysis, proposal of new standards, communication of results to senior Seller Trust & AIT leaders, and subject matter expert (SME) support for implementations of recommended improvements.
- Program manage various tools launches and provide expert advice for business needs.
- Develop use cases by gathering business requirements and work with workforce management, analytics, audit operations, software development and product teams to build required features.
- Mitigate capacity risks by managing dependencies across multiple operating units. Clearly communicate dependencies and manage/track exceptions.
- Monitor project plans, secure resources, drive change management strategies, and collaborate effectively to achieve project goals
- Use analytical and statistical rigor to solve complex problems and drive business decisions.
- Effectively communicates - understands who needs information, what information is needed, who would provide that information, and when is the information needed. Is also able to write good narratives and business cases.
- Anticipating bottlenecks, provide escalation management, make trade offs and balance the business needs versus technical constraints.
- Remaining flexible to changing priorities, being open to new ideas and have the customer success firmly as the focus.
A day in the life
You will work directly with our international operations, Program Management, Analytics, Product/Tech and Workforce teams to launch and maintain Ops tools to sustain and scale operations. You will also establish configuration standards for CRM tools. Having open conversations with individuals will allow you to find the anecdotes that breathe life into what the data is showing. Your role will work to make Amazon build trust with Selling Partners, and ensure that our operations team is set up to provide superior support and insights to improve Seller trust and experience.- 3+ years of program or project management 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 using data and metrics to determine and drive improvements
- Experience working cross functionally with tech and non-tech teams
- Experience in driving end to end delivery, and communicating results to senior leadership- Master's degree in BI, finance, engineering, statistics, computer science, mathematics, finance or equivalent quantitative field
- 3+ years of driving end to end delivery, and communicating results to senior leadership experience
- Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
- Experience building processes, project management, and schedules
- Experience with automatic contact routing, VoIP and any contact center case management tools.
- Working knowledge of data and process modeling (i.e. process mapping, wire framing, simulation, developing logic, scripting and etc.) or Experience with programming/mark up/scripting languages (Java, JavaScript, Ruby, SQL, Markdown, HTML and CSS) is a plus.
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.
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