Amazon has spent years building one of the world’s most efficient and optimized supply chains. Amazon Warehousing and Distribution (AWD) is building on that foundation with a bulk storage and distribution service for FBA sellers and innovating towards creating an integrated supply chain offering that can bring sellers' products from factory floor to customer doors seamlessly.
The AWD org is looking for a Program Manager who handles escalation issues that come directly from the executives (ESPR Escalations) for AWD and responds to them. In this role, an individual will be responsible
setting standards and inspecting for the development of clear and concise root-cause analysis (RCA), write-ups and supporting content to help our wider org envision the systemic issue, proposed path forward and resolving/preventative actions for our seller issues. You’ll lead as a voice of the sellers for internal teams to ensure the right bar for seller experience, and root cause fixes are in place to avoid similar issues for our sellers.
Successful candidates will have experience with Program Management in a broad, global organization, have experience working with a variety of cross-organizational stakeholders, and be able to juggle competing priorities. We are looking for someone who is detail-driven, can create processes from scratch, has good problem solving and deep dive abilities. Ability to navigate ambiguous programs while keeping a high bar on quality of outputs is a must.
Key job responsibilities
- Establishes SOP's which promote the adoption of appropriate solutions and sustainability of desired results in complex operational environments and large scale launches (Multi Channel Distribution Launch)
- Work with product managers and leaders to ensure that strategies scale, and make smart trade-offs (e.g., short- vs. long-term account needs). Identify gaps between teams, processes and plans, and demonstrate good judgment in how and when to escalate.
- Work as a point of contact on escalation cases for Band A/Premium sellers for faster resolution to:- a) own the investigations and analysis to identify the root-causes, b) resolution to case,c) driving preventative solution identification by working with cross-functional business owners in local or global, and d) Monitor and track the progress of preventative solutions till closure through continuous follow-up with owner team's progress.
- Manage seller contacts and communications for the MCD product offerings
- The key deliverables this role will be measured against would be improvements across key KPI's (MCD Product Adoption, MCD Related contact resolution time, Reopen Rates)
- Collaborate and build relationships with cross functional teams to ensure seamless execution and process excellence
About the team
We are open to hiring candidates to work out of one of the following locations:
Bangalore, KA, IND
- 3+ years of program or project management experience
- 3+ years of working cross functionally with tech and non-tech teams experience
- 3+ years of defining and implementing process improvement initiatives using data and metrics experience
- Bachelor's degree
- Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL
- Experience defining program requirements and using data and metrics to determine improvements
- 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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