Experience Inc. Jobs

Description

Amazon.com strives to be Earth's most customer-centric company where people can find and discover virtually anything they want to buy online. By giving customers more of what they want - low prices, vast selection, and convenience - Amazon.com continues to grow and evolve as a world-class e-commerce platform. A Sr. PM for Policy Process Program within the Account Health Support (AHS) team acts as the primary interface between Amazon and our selling partners. We obsess over providing world class support to Sellers selling on the Amazon. We strive to predict the Seller's needs before they recognize they may have a problem, create innovative self-help tools, and provide solutions to help our partners better serve their customers.

The Account Health Support Team is looking for a Sr. PM to join our Global Operations and be a leader on our team. We are seeking a talented, data driven, and proven program manager to support our stakeholder teams worldwide across various functions. The Sr. PM , Policy Process Program will be a key person to shape Seller Experience, drive Seller adoption and satisfaction within the Account Health Support team. The ideal candidate should be able to work in a cross functional, fast-paced environment; has strong program management and communication skills.

A Sr. Program Manager within the Account Health Support team acts as a primary interface between AHS and the internal business partners we support. You will set program strategy for new program rollouts within AHS, define the processes that make up that strategy, and develop the tools to execute and measure it. Successful candidates will focus on proactively identifying upstream process defects that could negatively impact AHS Specialists, as well as remedying existing process defects. You will work closely with AHS’ business and policy stakeholders, asking the right questions and formulating detailed launch plans to ensure new program rollouts are properly executed, and on time. You will liaise closely with the training, content, and quality assurance teams to systematically identify and close knowledge gaps for our team of worldwide Specialists.

This is a high visibility opportunity to improve and define the best way to solve problems throughout the AHS organization, using the power of your communication and analytical skills. This role will be responsible for executing end-to-end process improvement programs that results in the standardization of business processes and implementation of best practices. You will lead large initiatives, coordinating the work of internal and partner teams. Responsibilities include program scoping, launch design, data collection and analysis, site visits, proposal of new standards, communication of results to senior Seller Trust & AHS management, and subject matter expert (SME) support for implementations of recommended improvements.

As a Sr. PM you must be an excellent communicator (written and verbal English), who can clearly and concisely articulate results and liaise with your peers, and all levels of management, including senior leadership. Your strong subject matter expertise, the ability to learn new technology concepts quickly, and passion for innovation will also ensure we deliver and implement high quality processes that heavily rely on optimized tools and scale across all our work types.

Key job responsibilities

Continuous Process Improvement:

· Shares findings for process and tools improvement with the global AHS network.

· Summarizes the best practices and communicate with the site leaders/Operations managers.

· Develops narratives to communicate process findings to leadership

· Able to communicate nuances in AHS Specialist workflow to leadership and external stakeholders.

· Serve as primary process improvement liaison to local site leadership.

Consultant and Business Partner:

· Defines / scopes programs or deliverables – helps to engage with the business.

· Works backwards – demonstrates planning capability to execute on deliverables (manages stakeholders, and coordinates details).

· Executes needs assessments (surveys, interviews) and makes process/program improvements accordingly.

· Continuously improves needs assessment process.

· Focuses on the optimal Specialist experience and makes suggestions for improvement.

· Helps org to optimize on best practices.

Measures and Delivers Results:

· Conducts surveys, makes improvements, and creates reports.

· Gathers and does initial analysis on deliverable impact.

· Uses appropriate judgement to balance use of and application of anecdotal data related to the success of the deliverable and is able to theme it with the other results/data.

· Work cross functionally with peers/colleagues globally to support training, best practices, and shared opportunities.

· Develop new methodologies and standards for measuring and bench marking internally.

We are open to hiring candidates to work out of one of the following locations:

Tempe, AZ, USA

Basic Qualifications

• 5+ years of program or project management experience

• Experience using data and metrics to determine and drive improvements

• Experience owning program strategy, end to end delivery, and communicating results to senior leadership

Preferred Qualifications

• 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

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.