Experience Inc. Jobs

Description

The Executive Selling Partner Relations (ESPR) team handles Selling Partner (SP) escalations raised to L8+ Amazon Executives including the CEO (Andy Jassy) via e-mail or social media platforms such as X (formerly known as twitter), Facebook, Seller Forums etc. The Program Team within this group leads the baton to improve overall SP experience by identifying the pain points which led to the escalation and work cross functionally with various stakeholders to solve the issues.

The ESPR Program team is seeking for a seasoned Program Manager who excel in stakeholder Managements, identifying innovative solutions and delivering results. In this global role the incumbent will be expected to conduct thorough study on various reasons of escalation and liaise with broad range of stakeholders across regions to formulate solutions which improves SP experience along with keep Amazon’s interest intact. The incumbent must exhibit skills like self-starter, strong attention to detail, great deep dive skills, and curiosity to step into unfamiliar spaces to drive change for Selling Partners through new and existing mechanisms. Driving stakeholder engagement and managing change is a key skill set expected from the incumbent. This position is a high visibility, high impact position and a successful candidate will possess the ability to multitask, make smart and timely decisions with limited guidance, be curious, and genuinely enjoy the idea of challenging the status quo to innovate for our Selling Partners.

Key job responsibilities

Develop a deep understanding of Amazon Selling Partners' needs and pain points, both existing and potential. Use this knowledge to drive the delivery of studies and services that enable business and operational leaders to provide Selling Partners with an exceptional experience. Tirelessly advocate for improvements to systems and processes that benefit associates and/or sellers. Drive process improvement and operational excellence by reducing defects and time to resolve cases, while increasing innovation, automation, and economies of scale to lower support costs.

• Build strong relationships with internal stakeholders to understand and evaluate business priorities, define shared opportunities and requirements, and establish information/data sharing mechanisms. Work alongside stakeholders to define and execute actions, influencing up to executive level to take ownership of defects and drive solutions to improve the Selling Partner experience. Assist in removing roadblocks for active Selling Partner Advocacy projects.

• Lead process improvement efforts, including scope alignment with local and international business leaders, process design, data analysis, journey mapping, and presenting results to senior management.

• Understand complex business problems across units, geographies, and product lines to create problem statements and journey maps, then translate them into data collection and analysis requirements to identify meaningful insights that help improve the Selling Partner experience.

Basic Qualifications

• 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

Preferred Qualifications

• 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