Program Manager, RBS Brand Experience

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!
Retail Business Services (RBS) leverages technology to improve customer experience and selling partner experience while lowering Amazon’s cost structure. Vision of RBS is to accelerate Amazon’s flywheel by
- Improving the customer experience by fixing detail page catalog defects at scale
- Improving selling partner listing quality to drive GMS and reducing fulfillment defects to drive profitability and
- Improving store operations efficiency by driving down cost of operations.
We strive to eliminate the root cause of the defect and wherever not possible, we leverage machine learning to find and fix at scale or surface to selling partners. RBS has multiple programs/services aimed at reducing the listing friction, improving listing quality, reducing customer returns and improving star ratings of products that are dependent on selling partner support for effective execution.
RBS is looking for a Program Manager to join an exciting new product team and help expand its Voice of Customer product ‘APIE (Amazon Product Improvement and Excellence)’ to Amazon’s Selling Partners WW. APIE is a Voice of the Customer product, 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 create and provide a scalable service to brands, that finds actionable insights from customer feedback and drive fixes on products and detail pages, so that Amazon customers have a delightful post-shopping experience. Our vision is to improve the quality of products and detail pages in Amazon by discovering and fixing defects identified from customer feedback at scale.
Amazon has over 2 million active sellers WW. When we are successful, we will be continuously improving the %age of 4+ rated products on the Amazon platform and making it easy for our Selling Partners to get onboard APIE products. We are an innovative, customer-centric team, working on big-bets in an innovative environment. Our organization rewards intellectual curiosity while maintaining the direct to market product focus. Our mission is to invent and simplify large-scale solutions and bring the future to Amazon’s Selling Partners and Customers.
Key job responsibilities
1) Drive the expansion and management of a strategic roadmap involving unique and innovative customer solutions
2) Implementing programs to drive broader and deeper engagement of Amazon Selling Partners, thereby improving the adoption of the product
3) Champion these programs and hold team members accountable for progress on key program actions
4) Creation of reporting and metrics to demonstrate progress towards goals, provide new insights, and allow for regular updates to senior leadership
A day in the life
1) Leader: You’ve lead numerous cross-functional teams against tangible milestones and consistently delivered valuable projects
2) Doer: You’ve successfully delivered end-to-end technology and operations projects, working through the many obstacles along the way
3) Detail Oriented: You have an enviable level of attention to detail, and catch things that others miss
4) Influencer: Innovative leader with the ability to identify opportunities and gain support with data, storytelling, and persuasion
5) Communicator: Ability to communicate expectations, requirements, and progress to senior leaders, peers, and team members
6) Problem Solver: Ability to utilize exceptional problem-solving skills to work through difficult challenges
- 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
- 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