Amazon Operations Productivity Improvement Senior Manager

2 weeks ago

Hyderabad, Telangana, India myGwork Full time
About the Role

We are seeking an experienced Senior Program Manager to join our Account Health Support (AHS) and Audits & Insights Team (AIT) at Amazon, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community.

This is a unique opportunity to contribute toward Amazon's ability to scale operations by automating processes and simplifying work. As a Senior Program Manager, you will be responsible for building trust with selling partners and ensuring that our front-line operations team is set up to provide superior support.

Job Description

The AHS/AIT Tools Program team is responsible for customer relations management tools and technology used in daily operations at Amazon. The team aims to reduce costs by automating tasks and optimizing experiences where manual interventions are necessary.

  • Requirements Gathering: Develop business requirement documents by gathering use-cases and collaborating with engineering and science teams to build required features.
  • Project Management: Own and lead initiatives for operations productivity improvement from conception through execution, creating effective program plans and maintaining communication with stakeholders throughout the program lifecycle.
  • Communication and Collaboration: Distill complex information into clear content for stakeholder groups, collaborate with cross-functional teams to ensure execution of program plans, and prepare detailed release notes.
  • Technical Acumen: Manage trade-offs and make critical decisions on behalf of end-users, collaborating closely with the Engineering team on release scope.
  • Change Management: Understand change and implement strategies to minimize disruption and ensure stakeholder buy-in.

A day in the life of this role involves working directly with international program management teams and external software developer teams to launch/maintain CRM tools, improving contact rates and establishing configuration standards for routing contacts to operations.

About the Team

Audit & Insights Team (AIT) strives to ensure that Amazon's Seller and Buyer policies are effectively implemented by investigation and automation mechanisms within the Seller Trust organization.

Audits & Insights Team responsibilities include:

  • Defect Identification and Remediation: Audit actions taken across policies within Customer Trust to identify defects and close the loop.
  • Metrics Reporting: Measure investigation, policy, and process performance and share audit reports with stakeholders.
  • Insight Generation and Recommendation: Identify gaps in investigation teams, SOPs, policies, and tools, propose solutions, and work with stakeholders to implement these solutions.
Requirements
  • 5+ years of program or project management experience
  • Experience using data and metrics to determine and drive improvements
  • Experience owning program strategy, end-to-end delivery, and communicating results to senior leadership
  • 5+ years of working cross-functionally with tech and non-tech teams experience
  • 5+ years of managing stakeholders in cross-functional project experience
Preferred Qualifications
  • 3+ years of driving process improvements experience
  • Master's degree or MBA in computer science, engineering, analytics, mathematics, statistics, IT, or equivalent
  • Background/understanding of Customer Relations Management tools, data science, and experience in managing program plans for science and Machine Learning based tooling
About MyGWork

As an inclusive employer, we value diversity and welcome individuals from all backgrounds to join our community.

$140,000 - $180,000 per year, depending on experience and qualifications.

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