Are you passionate about improving the quality of Customer experiences? Do you like to dive deep to understand complex problems? Do you strive to create Customer-centric solutions that drive measurable results on metrics that matter for company’s success? Does owning and building a scalable seller-facing charter, ground up, sound exciting ? If yes, then we have the role for you!
Key job responsibilities
• Define seller experience for thousands of small and growing sellers on the marketplace
• Work with multiple internal/global partner teams to chart a seller-growth centric experience
• Conduct deep dives on trends and identify program, policy or process improvements to reduce seller frustrations
• Effectively communicate trends, focus areas, solutions and impact to product and tech teams
• Drive root cause elimination projects (eg. Seller friction studies, FGDs, experience deep-dives) in partnership with product and tech teams
• Drive standardization of operational procedures; partnering with frontline seller support team, account management team etc. to build repeatable and predictable structures in areas of ambiguity to increase consistency and reliability of operational performance
• Identify and implement mechanisms and solutions for continuous improvement in the charter
A day in the life
We are seeking an entrepreneurial and motivated individual with a strong user support and project management background, a passion for customers, exceptional communication skills and a logical mindset with a supreme attention to detail. The ideal candidate will have an intense drive to get to the root cause of complex issues and enjoys deep diving. They will also thrive on challenges to simplify complex operational processes, and have a successful track record of simplifying business processes.
About the team
The IN-Seller Enablement and Success (IN- SE and SS) team identifies, onboards and accelerates high-potential, high-intent Sellers to fulfill their potential more quickly. We will drive success assisted by Service Provider Network (SPN) focused on (i) External (3P) Account Management, (ii) Selling Partner Education (SPE) (iii) 3P Business Enablement & Seller Retention, (iv) On-site Marketing and (v) Seller Communication. We assist growth for a large number of small and growing sellers on the Amazon India marketplace through bespoke, scalable and effeciency-driven programs that lead to sustainable business growth
- 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
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