Amazon

DESCRIPTION

We are seeking an experienced Issue Assistance Program Manager to lead our dealer support issue assistance program and initiatives. This role will be instrumental in enhancing dealer satisfaction, optimizing support processes, and driving cross-functional collaboration to deliver exceptional dealer experiences. This position will play a crucial role resolving high impact and complex issues to improve dealer experience.

Key job responsibilities

Dealer Support Strategy & Operations

• Lead strategic initiatives to improve dealer satisfaction and issue resolution rates
• Manage intake, triage and resolution of complex issues for dealers and develop dealer-centric solutions
• Create standardized processes for dealer issue prevention and resolution
• Drive continuous improvement in dealer support metrics

Cross-functional Leadership

• Partner closely with Account Management, Customer Success and Business Development team.
• Lead joint initiatives across teams to improve dealer experience
• Establish clear workflows and handoffs between departments
• Drive cross-functional process improvements

Program Management & Analytics

• Own dealer support issue resolution program KPIs and success metrics
• Develop data-driven insights to identify systemic dealer issues
• Create improvements for issue prevention
• Drive knowledge sharing and best practices

Stakeholder Management

• Partner with senior managers across organization for process improvements
• Work with Amazon autos program, product and tech team to develop/implement short term and long term solutions

BASIC QUALIFICATIONS

• 3+ years of program or project management 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 using data and metrics to determine and drive improvements
• Experience working cross functionally with tech and non-tech teams
• Experience identifying and resolving complex issues
• Experience of Six Sigma/ Lean analytical techniques

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

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.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $66,800/year in our lowest geographic market up to $142,800/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.