The Order Performance, Trust, Analytics & Experiences (OPTANE) team manages the performance of our 2.3 million sellers and their billions of product offering with respect to the quality of fulfillment and customer service. This means setting and enforcing minimum performance standards, and ensuring all sellers have the education, coaching, and tools to succeed when selling in our stores. Our goal is to ensure that customers can shop with confidence across our entire catalog, knowing that regardless of the seller or fulfillment channel their order will be delivered in the condition expected, on-time, and in the rare instance where something goes wrong, it will be simple to get a return or exchange.
We do this by developing signals that allow us to understand the holistic performance and risk associated with every seller and every item offered for sale in Amazon's stores. We leverage those signals to make performance management decisions, boosting the discoverability of high-performing offers and filtering out the "worst of the worst" in order to protect the customer experience, while providing targeted insights and coaching to sellers so that they have the necessary information to improve performance, win sales, and scale their businesses.
This role will require the Program Manager to work closely with tech, Business Analytics, Product Managers and other Program managers globally in developing new performance measurement signals that would enable sellers to measure their performance with respect to Customer Service, Shipping and Delivery. In addition, you will interface regularly with country leadership and stakeholders from Amazon stores around the world, and you will work with our performance team to help identify new signals that will help us make holistic performance evaluations internally and deliver performance insights externally to buyers and sellers.
This is a global role that will drive critical buyer- and seller-facing work, with high visibility to senior leadership. You will have the opportunity to innovate and think big on behalf of millions of buyers and sellers on a global scale. The successful candidate will have a track record working across multiple partner and stakeholder teams to prioritize, manage expectations, and drive improvements in a timely and efficient manner.
Key job responsibilities
• Seller experience enhancement: Develop vision for enhancing seller experience by providing visibility to their performance and guidance on how they can improve their performance. Conduct regular reviews with senior leadership, including Directors and VPs, to communicate progress and strategic direction.
• Customer experience enhancement: Leverage various metrics like Downstream Impact to measure Customer experience and implement strategic roadmaps & improvements to enhance CX.
• Cross-functional Collaboration: Foster strong partnerships across various teams including policy, product, legal, customer support, and seller support. Coordinate efforts to develop and implement KPIs, process improvements, and innovative solutions. Act as a central point of contact to facilitate communication and resolve conflicts between partner teams.
• Process Optimization & Innovation: Identify opportunities for automation and efficiency improvements throughout the OPTANE program.
• Analytics & Reporting: Robust knowledge of data analytics and providing guidance to BAs on building data pipelines. Leverage data analysis to drive decision-making and strategy development. Create and present comprehensive performance metrics to stakeholders at all levels.
• Technical know-how: Has experience working with tech teams and leading tech work intensive projects.
A day in the life
Your day would require you to strategize and develop a vision for seller performance enhancement by providing visibility to them about their performance. You will be required to partner closely with Business Analytics in developing pipelines for building new signals and the tech team in doint the front end and back end for developing this interface. You will work with WW legal in aligning with them about the signals that we would showcase and being compliant. You also so be involved in working with stakeholders across the globe in marketing our products.
Collaborate with Trust and Marketing teams to review perception metrics and plan awareness initiatives. Join global syncs with operations teams to monitor processing efficiency and automation opportunities. Partner with product managers and engineers to track the progress of new features and improvements in the claims experience. Review escalations with seller support teams and analyze the effectiveness of recent process improvements.
Between meetings, you'll work on strategic documentation, prepare executive updates, and respond to time-sensitive issues. The role requires constant balancing of immediate operational needs with long-term strategic initiatives.
- 5+ years of working cross functionally with tech and non-tech teams experience
- 5+ years of program or project management experience
- 5+ years of delivering cross functional projects experience
- Experience defining program requirements and using data and metrics to determine improvements
- 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
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