Escalations Program Manager

4 weeks ago

Bengaluru, India ADCI - Karnataka Full time
At Amazon we believe that every day is still day one.

We are working to be the most customer-centric company on earth. To get there, we need talented, bright, and driven people. If you are considering taking your career to the next level and would like to work in a dynamic, innovative environment, this is your chance to make history by joining Registration and Compliance (R&C) Escalations Team.

Registration and Compliance (R&C) team’s aim is to create a world-class registration and verification experience for selling partners WW. Registration Operations’ mission is to keep the Amazon marketplace free of bad actors and to service customers/selling partners with right first time, and on time decisions through optimized processes, people, and technology.

The R&C Escalations team handles WW escalations received by our senior leadership, legal escalations and PR/Social Media escalations, which are raised due to registration or compliance related issues. As a program manager for the R&C Escalations team, you will be accountable for key KPIs around quality improvement, escalations volume reduction and customer experience initiatives. The candidate will be responsible for identifying key problem statements in the registration and verification journey faced by our selling partners, and subsequently leading initiatives to close loop on the problem statements identified. You will work with Product leaders, Global Process Owners (GPOs), Ops functional leads, customer excellence, and tech teams for different support functions to drive improvement projects.

The ideal candidate has experience in leading large scale projects/programs from initiation through delivery in an operations organization/role.

Key job responsibilities
•Identification, execution & delivery of programs & projects targeted on designing and/or improving operational processes related to R&C Escalations to deliver great customer experience and operational goals (quality, seller experience, productivity).
•Drive speed, quality, and simplification throughout by eliminating rework loops, reducing and automating manual work/ hand-offs, identifying and implementing best practices across the business, and minimizing process variance through standardization and automation.
•Partner with the Program Owner, Functional Ops Leaders, Business Stakeholders, Quality Transformation and Customer excellencies teams for project intake, prioritization, planning, execution and control post implementation.
•Support in narrative write ups requested by executives and stakeholders
•Lead continuous improvement projects, and drive standardization in procedure across geographies and organizations, collaborating with key partners
•Implementation and execution of governance of the Escalations Program including process, tools, audit, inspection, mechanisms.
•Providing support for month and quarter end reviews, forecasts, and annual operating plans

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

Bangalore, KA, IND

BASIC QUALIFICATIONS

- 3+ years of program or project management experience
- 3+ years of working cross functionally with tech and non-tech teams experience
- Experience defining program requirements and using data and metrics to determine improvements
- Bachelor’s degree or equivalent or 4+ years of program/project management experience with profound knowledge of program management lifecycle, and skilled at project management tools o Experience working in an Operations environment, driving improvements that have resulted in measurable business impact
- Practical knowledge of problem-solving methodologies like Lean, DMAIC, PDCA, Kaizen, process re-designing frameworks, etc. to implement change or improve processes. o Analytical aptitude, including the ability to mine and analyse large, complex data sets
- Certified Lean Six Sigma Green Belt / Similar accreditation
- Demonstrated ability to work well in a team environment and work under tight deadlines
- Strong influencing skills and negotiation skills Excellent oral and written communication skills, including the ability to propose complex solutions and explanations in writing

PREFERRED QUALIFICATIONS

- 3+ years of driving end to end delivery, and communicating results to senior leadership experience
- 3+ years of driving process improvements experience
- MBA or Master’s degree in related field (Certified Project Management Professional (PMP), Certified Six Sigma Black Belt)
- Experience leading large scale complex, cross-functional projects with multiple stakeholders, involving multiple (10 or more) internal/external customers
- Ability to organize and manage multiple tasks simultaneously, and to facilitate multiple discussions
- Experience working as part of a global team with multiple time zones and geographically disperse resources
- Ability to work successfully in a highly ambiguous environment

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