Job Description
Over the past 20 years, Amazon has invented on behalf of the sellers and customers to build a global marketplace supporting millions of sellers fulfilling products directly to customers. Thousands of Amazon Sellers ship their orders directly from their own warehouse and we are building software to help them offer their items through programs like Merchant Fulfilled Network, Seller Fulfilled Prime. True to Amazon’s tenets, customer and seller obsession are always at the forefront of our decisions. We innovate and design our services and tools with a focus on customer and seller experience, followed by our focus on technology and worldwide scaling.
The Seller Fulfillment Services team is looking for a Program Manager. The ideal candidate will have experience in influencing stakeholders, proven program management experience, and experience in online, e-commerce or fulfillment. You will be responsible for creating and improving operational processes that support new products and fulfillment solutions that shape the future of the customer and delivery experience for millions of sellers globally. You will work closely with business stakeholders and technology teams to develop automated solutions for complex problems globally. You will work in a dynamic and fast-paced environment. You will be responsible for driving strategy, program vision, roadmap, implementation (with technology teams), and operations. This role provides opportunities to develop original ideas, approaches, and solutions in a competitive and ever changing business climate. You will roll up your sleeves and dive deep to invent on behalf of sellers and customers. You are comfortable communicating strategy, results, and insights to various stakeholders at all levels of the business. You are highly analytical, resourceful, customer focused, team oriented, and have an ability to work independently under time constraints to meet deadlines.
Key job responsibilities
Key job responsibilities
Results & Accountability:
• Strong commitment towards goals and outcomes and to ensure Customer Experience metrics are maintained
• Interprets metrics, diagnoses underlying issues, and recommends solutions to fix root cause
• Drive a Zero Defect culture by managing controllable root-cause defects and ensure implementation of controls and minimize losses
Continuous Improvement:
• Build and document the SOP specific to the investigation and quality assurance processes, and work to deploy globally
• Develop and/or influences new ideas/approaches
• Establish procedures, plans and practices which promote the adoption of appropriate solutions and sustainability of desired results in complex operational environments
• Develop tools/mechanisms to enhance and expedite decision making
Communication:
• Prepare daily/weekly reports to update senior management
• Provide updates during weekly meetings to review metrics, misses and actions taken
• Identify root causes and create action plans to address. Hold team members accountable for progress on key program actions
A day in the life
A day in the life
• Develop plans/ strategize to increase the pool of seller participating in SFP program
• Communicate findings to the wider audience such as program/ business teams
• Work/ implement operational improvement coming from audits conducted
• Support queue management wherever required - 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
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $66,800/year in our lowest geographic market up to $142,800/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.
The Seller Fulfillment Services team is looking for a Program Manager. The ideal candidate will have experience in influencing stakeholders, proven program management experience, and experience in online, e-commerce or fulfillment. You will be responsible for creating and improving operational processes that support new products and fulfillment solutions that shape the future of the customer and delivery experience for millions of sellers globally. You will work closely with business stakeholders and technology teams to develop automated solutions for complex problems globally. You will work in a dynamic and fast-paced environment. You will be responsible for driving strategy, program vision, roadmap, implementation (with technology teams), and operations. This role provides opportunities to develop original ideas, approaches, and solutions in a competitive and ever changing business climate. You will roll up your sleeves and dive deep to invent on behalf of sellers and customers. You are comfortable communicating strategy, results, and insights to various stakeholders at all levels of the business. You are highly analytical, resourceful, customer focused, team oriented, and have an ability to work independently under time constraints to meet deadlines.
Key job responsibilities
Key job responsibilities
Results & Accountability:
• Strong commitment towards goals and outcomes and to ensure Customer Experience metrics are maintained
• Interprets metrics, diagnoses underlying issues, and recommends solutions to fix root cause
• Drive a Zero Defect culture by managing controllable root-cause defects and ensure implementation of controls and minimize losses
Continuous Improvement:
• Build and document the SOP specific to the investigation and quality assurance processes, and work to deploy globally
• Develop and/or influences new ideas/approaches
• Establish procedures, plans and practices which promote the adoption of appropriate solutions and sustainability of desired results in complex operational environments
• Develop tools/mechanisms to enhance and expedite decision making
Communication:
• Prepare daily/weekly reports to update senior management
• Provide updates during weekly meetings to review metrics, misses and actions taken
• Identify root causes and create action plans to address. Hold team members accountable for progress on key program actions
A day in the life
A day in the life
• Develop plans/ strategize to increase the pool of seller participating in SFP program
• Communicate findings to the wider audience such as program/ business teams
• Work/ implement operational improvement coming from audits conducted
• Support queue management wherever required - 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
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $66,800/year in our lowest geographic market up to $142,800/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.
