DESCRIPTION

Job summary
The Strategic Account Services (SAS) organization strives to improve the Amazon customer experience by working directly with Selling Partners to enable more selection, reduce defects, and drive growth across their businesses. Our team invents and innovates across technology, processes and people to enhance the services we offer, improve Selling Partner engagement and satisfaction, and build scalable solutions. The Strategic Account Services (SAS) Core ACES team is responsible for building robust processes, identifying opportunities for improvement, and partnering with dependent teams to improve processes, tools and systems for internal and external customers. This role will focus on identifying new opportunities for Pilots and Betas for which SAS Sellers can participate. They will scope, partner, and create pilot opportunities to enhance the Seller experience in SAS Core.

The Sr. Program Manager in SAS Core ACES develops, iterates and executes resilient processes to help Sellers mitigate impediments to business continuity while collaborating with operations, product management, marketing, and account management. ACES (Amazon Customer Excellence System) is Amazon€™s process improvement system that uses tools of Lean, Six Sigma, technology, and analytics to iteratively deliver better customer experience. Success in this role requires leveraging ACES tools and techniques to drive continuous improvement to internal and partner team processes towards Seller growth and satisfaction. An ideal candidate is analytical, autonomous, and cross functionally collaborative with effective communication skills. They are accountable towards organizational goals and work backwards from customers, stakeholders and dependent teams to successfully deliver results in a fast-paced and dynamic business environment. Above all, they should demonstrate a high level of ownership, as they would contribute to seller experience on the Amazon platform.


Key job responsibilities
1. Execute stakeholder engagement processes focused to attain SAS Core ACES€™ goals to improve Seller Experience and drive business growth.
2. Apply analytical skills to identify trends and business impact within reported issues and develop projects to eliminate the root causes.
3. Drive and facilitate complex projects focusing on results and measuring attainment of outcomes.
4. Assist with the definition and design of tools, standard operating procedures and processes.
5. Design scaled processes by gathering functional requirements, identifying resources needed, and defining milestones and launch schedule to ensure timely and successful delivery of the projects.
6. Influence stakeholders (including Global process owners, Site leaders, Operation managers, Account Managers) outside your direct area of responsibility to ensure delivery.
7. Identify and mitigate risks, and remove roadblocks within projects.
8. Drive accountability/alignment from stakeholders for progress on key program actions through active engagement and escalation.
9. Conduct effective meetings (business and program reviews) and able to dive deeply into details as-easily-as convey high-level plans with clear and concise verbal and written communication.
10. Transform raw thoughts into clear documentation and requirements (e.g., project charter, responsibility matrix, functional requirements, implementation approach, reporting, etc).
11. Audit activities impacting selling partners and drive process improvement.

BASIC QUALIFICATIONS

• 5+ years of experience in program or project management
• Experience using data and metrics to drive improvements
• Experience owning program strategy, end to end delivery, and communicating results to senior leadership

• Bachelor's degree in Business Administration, Operations Research, Engineering, Statistics, Finance or equivalent experience
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• 5+ years in online retail, program management, or inventory manmagement
• Proficiency with Excel

PREFERRED QUALIFICATIONS

• MBA or MEng preferred
• Lean/Six Sigma experience
• Experience with business analysis and expertise in Excel
• Proven experience and proficiency in effective written and verbal communication
• Demonstrated ability to manage multiple projects, prioritization, planning and task delegation
• Ability to think and react in a high energy, fast-paced environment
• Sound business judgment and analytical thinking skills as well as a proven track record of taking ownership and delivering results