Amazon

DESCRIPTION

Please note: Position is based in Tempe, AZ (Remote exceptions not available), with 5 days in office per week.

This is a high-visibility role at the heart of the Account Health Support (AHS) Experience and Insights team, and requires a talented person with a passion for working backwards from our customer – our Selling Partners. Driving positive seller experiences is a core function of the Selling Partner Empowerment, Communities, and Trust (SPECT) organization and AHS is on the support frontlines. We are seeking an experienced, high-judgment, data-driven, and results-oriented senior program manager who can inspire leaders and stakeholders worldwide to join our team to own the strategy to deliver effective communications to deliver improved outcomes for our Selling Partners.

As the AHS Sr. PM, Seller Communications & Insights, you are strategically placed in a key position to identify, drive, and track the effectiveness or our support. In this high-profile role, you will collect and analyze inbound contact volume, seller outcomes, and feedback; then deliver insights to improve the seller experience. The ideal candidate will strike a balance between entrepreneurial spirit and practical implementation, be capable of breaking down complex, ambiguous problems, and embody excellent communication with a keen sense and urgency and time management. This role requires attention to detail, comfort in ambiguous situations, the ability to influence product and program roadmaps, and a strong capability to communicate effectively and understand the different needs of global customers in a cross functional, fast-paced environment.

The AHS Sr. PM, Seller Insights role is a unique blend of customer advocacy and detailed insight analysis, with the opportunity to drive significant global impact. This role requires a leader with a DNA-level love of data, who exudes passion for improving the seller experience, who can analyze quantitative and qualitative feedback to identify improvements to our communication channels on behalf of our sellers. It’s a role that will appeal to those who are passionate advocates for providing world-class support to Selling Partners in Amazon’s stores. We strive to use existing trends to predict seller needs before they recognize they may have a problem, create innovative self-help tools, and provide solutions to help our Selling Partners help themselves to better serve our customers.

Key job responsibilities

You must be able to:

• Execute and track end-to-end operational analysis programs which result in impactful Seller Experience enhancements.
• Drive studies across multiple product lines, manage data collection, analyze data, make recommendations, and present results to senior management worldwide.
• Interact with stakeholders at multiple levels and dynamically lead business and product teams to define and deliver solutions to improve communication channels.
• Lead needs analysis activities to drive insights that ensure that the experiences we create will best support our Seller's success and engagement.
• Ability to understand impact of business decisions on the seller experience to drive appropriate messaging
• Understand customer (internal and external) needs, defining clear project plans and executing to high expectations in a fast-paced environment.
• Anticipate bottlenecks and make tradeoffs, balancing selling partner and specialist needs versus technical, program, or operational constraints.
• Demonstrated ability to influence strategic and tactical results across diverse cultures from inception to completion

A day in the life

As the AHS Sr. PM, Seller Communications & Insights, you ensure Account Health Support delivers positive outcomes for our sellers through our contact channels. You will generate insights and experiment with innovative ideas to optimize the communication channels we use to support our sellers. The successful candidate must demonstrate strong data literacy, organizational intelligence, an exceptional ability to build trust, strong verbal and written communication skills, and the ability to manage complex cross-team projects. You are self-motivated, solutions-oriented, comfortable with ambiguity, and innovative in developing best-in-class communications to evolve our strategy to connect, engage, and empower our selling partners.

About the team

Account Health Support (AHS) is a global team that provides Selling Partners with empathetic support while addressing their account health concerns. The Experience and Insights team within AHS is a reliable source in Selling Partner Empowerment, Communities, and Trust (SPECT) for account health seller experience data, including AHS contact volume, seller feedback mechanisms, and detailed data on seller account health outcomes.

BASIC QUALIFICATIONS

• 6+ 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
• Experience defining program requirements and using data and metrics to determine improvements
• Experience implementing repeatable processes and driving automation or standardization
• Experience in complex problem solving, and working in a tight schedule environment
• 5+ years of Microsoft Office products and applications experience
• 5+ years of working cross functionally with non-tech teams experience
• Attention to detail, excellent organization skills, and ability to manage multiple projects and responsibilities.

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
• Experience in program or project management
• Experience working cross functionally with tech and non-tech teams
• Knowledge of Excel at an intermediate level (e.g., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, etc.)
• Experience working in an Operations (contact centers, call centers, etc.) or hospitality environment driving improvements that have resulted in measurable business impact

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.