Program Director, Andon Cord Initiative

4 weeks ago


Bengaluru, Karnataka, India ADCI - Karnataka Full time

We are seeking a Program Manager to lead program management initiatives to improve customer experience at ADCI - Karnataka. The Andon Cord is a foundational customer obsession mechanism established by Jeff Bezos. Our goal is to identify and eliminate unsatisfactory purchasing experiences that may lead customers to return items or not return to Amazon. We empower pulling a product off the Amazon website if there is a problem with any of the products sold, in addition to statistical and machine learning-based automated pulls.

The role requires you to use defect information to drive customer experience improvements throughout the consumer business. We work with product managers, scientists, analysts, engineers, retail partners, and defect elimination specialists. The ideal candidate will have proven leadership ability, thrive on ambiguity, drive alignment across teams, and be a self-starter. This person must influence, motivate, and lead others to meet the demands in a highly customer-centric environment.

Responsibilities will include managing key performance metrics (KPIs) across Andon Cord, developing new KPIs, reporting, owning graduated enforcement of defect elimination mechanisms with stakeholders to prioritize the customer experience, and developing and managing standard operating procedures (SOP) and adherence to these practices among various Amazon leaders.

We are open to hiring candidates to work out of one of the following locations:

Bengaluru, KA, IND

BASIC QUALIFICATIONS

  • Experience in program or project management
  • Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
  • Experience identifying and resolving complex issues

PREFERRED QUALIFICATIONS

  • Experience defining program requirements and using data and metrics to determine improvements
  • Experience in complex problem solving, and working in a tight schedule environment
  • 2+ years of leading large complex programs experience


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