Description

Are you interested in innovating and influencing to improve the WW seller contact experience? Do you strive to create customer-centric solutions that drive measurable results? Do you like to design and implement scalable end-to-end mechanisms to drive progress and increase transparency? If so, the Selling Partner Support Experience team is looking for a Sr. Program Manager to build and manage the strategy to consistently measure and improve the quality of our listening mechanisms for selling partner contacts.

Selling Partner Support (SP-Support) drives success for both third-party sellers and vendors through a combination of people, processes and services. We drive cross-functional initiatives to improve the consistency and quality of the selling partner contact experience.

Key job responsibilities

As a Sr. Program Manager, you will be responsible for identifying, driving and tracking strategic initiatives that improve the associate and selling partner experience and will measure the impact to quality, and efficiency metrics. You will collaborate with operational, training, product, and software development teams both inside and outside Selling Partner Support; build collaborative relationships with these partners; and execute on our roadmap. You will provide regular program updates to senior management.

The ideal candidate for this role will be able to:

• Interact with stakeholders at multiple levels and dynamically lead business and product teams to define and deliver solutions to establish standard processes.

• Identify and analyze data to isolate issues, develop solutions and prioritize opportunities for seller experience improvements.

• Partner with product teams to understand pain points in our selling partner listening mechanisms

• Plan and manage multiple parallel projects.

• Maximize resource utilization for the greater good of the organization.

• Create, maintain and disseminate project information to stakeholders and senior management.

• Remain flexible to changing priorities and open to new ideas.

• Be a role model across the wider org, championing seller’s needs and using data and technology to anticipate and exceed them.

About the team

This role is on the All Amazon Support team, which was formed in early 2024 and is focused on aligning all Amazon teams to deliver a consistent and quality contact support experience for Amazon Selling Partners.

Basic Qualifications

• 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

Preferred Qualifications

• 2+ years of driving process improvements experience

• Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field

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 $104,100/year in our lowest geographic market up to $185,000/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.