Amazon.com, Inc. (NASDAQ:AMZN), a Fortune 500 company based in Seattle, opened on the World Wide Web in July 1995 and today offers Earth's Biggest Selection. Amazon.com, Inc. seeks to be Earth's most customer-centric company, where customers can find and discover anything they might want to buy online, and endeavors to offer its customers the lowest possible prices. Today, we operate retail websites in nine countries, offering millions of products in more than 40 categories worldwide, and we still like to work hard, have fun and make history!
Amazon's Retail Business Services (RBS) team is looking for a Senior Program Manager to help expand its Voice of Customer product APIE (Amazon Product Improvement & Excellence) to Amazon’s Selling Partners WW. APIE consist of Voice of the Customer products, launched in 2019 for 40+ Amazon Owned Brands in US to analyze customer feedback, identify areas of improvement for Private Brands products listed on Amazon.com, and share these insights with business teams to improve product quality. Driven by innovation, the mission of APIE is to improve product quality across Amazon by leveraging customer feedback and our vision is to expand APIE capabilities to WW Selling Partners by 2022. Amazon has over 2 million active sellers WW and has added 367k sellers since Jan 2020. When we are successful, we will be continuously improving the %age of 4+ rated products on the Amazon platform, reduce the negative customer experiences and making it easy for our Selling Partners to get onboard APIE to improve product quality.
As the Senior Program Manager, you will own the development and innovation of products and features to improve brand experience for WW brands. You will be expected to identify the brand requirements using primary & secondary research, gather business and systems requirements from internal and external stakeholders, propose and validate solutions, build proof-of-concepts, write specifications, drive roadmap from design to release, and manage the production launch. You will work with our internal/external product, business and technology teams to align on roadmap, prioritization, execution, navigating ambiguity and removing roadblocks while sustaining launch/expansion velocity. You will leverage your team to provide solutions that address peripheral needs (functional, legal, compliance). In addition, you will work closely on driving adoption of the product in your target segments, improving actionability of the insights you share through the initiative, and maintaining the quality of product features. You will own the reporting of metrics, and launches through business reviews at leadership level.
A successful candidate will be an exceptional strategic thinker and will have exposure to customer experience improvement. Key skills for the role include an extraordinary ability to deal with ambiguity, to network effectively and influence partner teams without authority, to overcome unforeseen obstacles, and a passion for developing a deep understanding of the tech product.
Responsibilities:
1. Build deep knowledge of APIE offerings, and business requirements.
2. Develop trust-based relationships with program’s key stakeholders.
3. Help define the program strategies, develop program roadmap, and organize work steams and milestones; gain buy-in and interlock across functional and regional leaders.
4. Manage timely and successful delivery of the program, working with program’s product owners and cross-functional teams to manage risks, and measure and report on progress. Gather and analyze data on launch performance results
5. Anticipate and resolve bottlenecks, manage escalations, balance trade-offs, and resolve complex execution and operational issues.
6. Build and deliver program’s operational and management reports. Use data and analytics to make day-to-day business decisions and achieve results
7. Work with global and regional teams to lead program’s adoption efforts. Hold regular business reviews with both internal and external partners
8. Define and manage to program KPIs. Use Voice of the Customer, experimentation, data analysis, to set global quality standards and specifications for all product media for Amazon
9. Present strategic program and user insights and recommendations to stakeholders and cross-functional team.
10. Provide ad-hoc support and analysis to senior leaders on strategy documents and research requests.
- 5+ years of cross functional project delivery experience
- 5+ years of program or project management experience
- 5+ years of working cross functionally with tech and non-tech teams experience
- Experience defining program requirements and using data and metrics to determine improvements
- Experience managing teams
- Experience managing, analyzing and communicating results to senior leadership
