Selling Partners (SPs) are a critical part of Amazon’s ecosystem to deliver on our vision of offering the Earth’s largest selection and lowest prices. Over 2 million SPs sell on Amazon and we obsess over providing world class support to them. The Account Health Support (AHS) Help Desk (HD)team is seeking a Program Manager in support of Help Desk operations. We are seeking a talented, data driven, and proven Program Manager to support our internal and stakeholder teams worldwide across the functions of HD Operations Support (HDOS), HD Escalations Support (HDES), and Defect Identification, Control, and Elimination (DICE). The AHS HD Program Manager will be a key influencer in shaping both the AHS Specialist and Seller Experience, while driving Seller adoption of policies, standard paths towards self-help resolution, and process satisfaction. The ideal candidate should be able to work in a cross-functional, fast-paced environment; has strong program management, stakeholder influence, and communication skills.
The Program Manager II, AHS Help Desk serves as a primary interface between the AHS HD and the internal business partners we support. As the Program Manager II, AHS Help Desk, you will set the strategy for new program roll outs within AHS HD, define the processes that make up that strategy, and develop the tools to execute and measure it. Successful candidates will focus on proactively identifying upstream process defects that drive controllable contacts and could negatively impact AHS Specialists, and Sellers, as well as remedying existing process defects. You will work closely with AHS’ business and policy stakeholders, asking the right questions and formulating detailed launch plans to ensure new program roll outs are properly executed, and on time. You will liaise closely with the training, content, and quality assurance teams to systematically identify and close knowledge gaps for our team of worldwide AHS Specialists.
Key job responsibilities
Key job responsibilities
1. Project Management - Own and lead initiatives for operations productivity improvement from conception through execution. Create effective program plans, collaborate with stakeholders to define and execute program goals and maintain effective communication and engagement with stakeholders throughout the program lifecycle, identifying, assessing, and mitigating potential risks to program success.
2. Communication and Collaboration - Distill complex information into clear and concise content for stakeholder group. Collaborate with cross functional teams to ensure execution of program plan. Collaborate closely with partner teams on release scope, considering team capacity, business roadmap, and any backlog. Streamline and communicate any interdependencies with partner teams, ensuring all components move forward cohesively. Prepare detailed release notes and identify areas needing documentation enhancements.
3. Technical acumen – Manage trade-offs and make critical tactical or strategic decisions on behalf of the end-users. Collaborate closely with the AHS HD team on release scope, considering team capacity, business roadmap, and any backlog.
4. Change Management - Understand change and use change management strategies and tactics to support projects. Implement effective change management strategies to minimize disruption and ensure stakeholder buy-in, establish and track key performance indicators (KPIs) to measure program progress and success.
5. Executive Escalations Write up- Finalize and approve delivery of escalation write ups related to AHS by collaborating with AHS Escalation Managers to gather inputs on Root Cause and Preventive Actions. Tracking and driving completion of Preventive Actions through project plans and stakeholder follow up.
6. Continuous Process Improvement -Shares findings for process and tools improvement with the global AHS network. Summarize best practices and communicate with AHS Site Leaders and Operations Managers. Develop narratives to communicate process findings to leadership. Able to communicate nuances in AHS Specialist workflow to leadership and external stakeholders. Serve as primary process improvement liaison to local site leadership.
- 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- 3+ years of driving end to end delivery, and communicating results to senior leadership experience
- 3+ years of driving process improvements experience
- Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
- Experience building processes, project management, and schedules
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