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. Amazon's evolution from Web site to e-commerce partner to development platform is driven by the spirit of innovation that is part of the company's DNA. The world's brightest technology minds come to Amazon.com to research and develop technology that improves the lives of shoppers and sellers around the world. About RBS Retail Business Services (RBS) leverages technology to improve customer experience and selling partner experience while lowering Amazon’s cost structure. Vision of RBS is to accelerate Amazon’s flywheel by 1) Improving the customer experience by fixing detail page catalog defects at scale, 2) Improving selling partner listing quality to drive revenue and reducing fulfillment defects to drive profitability and 3) Improving store operations efficiency by driving down cost of operations. We strive to eliminate the root cause of the defect and wherever not possible, we leverage machine learning to find and fix at scale or surface to selling partners. RBS has multiple programs/services aimed at reducing the listing friction, improving listing quality, reducing customer returns and improving star ratings of products that are dependent on selling partner support for effective execution. RBS is looking for a Senior Program Manager to join Upstream Defect Elimination (UDE) program which focuses on ensuring customer facing processes are defect free to lower the cost of doing business for Amazon and its Selling Partners. About the role As Senior Program Manager, you will be responsible for owning the key metrics focused towards defect elimination and deliver business value. The role requires you to work closely with senior leadership and other internal/external stakeholders, helping them make data-driven decisions, size up problems through various analysis, convert problem statements into process or product improvement opportunities & drive closure. The individual will interact with the business, automation & technology teams to help drive operation, deploy tools & techniques and system improvements. The successful candidate should have the ability to work at all levels with an eye for detail to achieve quality & process goals, actively seeks to understand Amazon’s core values and translates those into everyday practices. Key Performance Areas - Own the defect elimination goal for the functional unit - Dive deep and understand different upstream systems & processes that lead to product defects, - Drive inputs to improve standard operating procedures, and eliminate defects through upstream process or automation fixes by working with external stakeholders - Identify business impact metrics, align with Stakeholders, establish them and report it across WW MPs - Use data analysis to identify gaps, structure initiatives, recommend solutions and drive consensus on strategic inter-function business decisions - Own the communication and progress updates on multiple projects, assess performance against goals and realign internal/external stakeholders on project deliverables - Use SQL to create dashboards by task, analyze opportunities, identify patterns and implement proactive solutions Responsibilities define and own business goals and establish mechanisms to track them. 2) Should be able to identify and tackle hard business problems within their organization and propose long-term solutions. 3) Should be able to establish SMART goals for the projects aligning with Stakeholders Interpersonal Relations and Influence, Stakeholder Management: 1) Establish a vision, engage and inspire others 2) Leverage strong collaborative relationships to accomplish goals and negotiate for win-win situation 3) Manage conflicts 4) handle WW / large-scale project, with proven ability to interact directly with functions involved in the part of project and deliver results. 5) Ability to work closely with internal product and project teams to design scalable and auto-resolution solution. 6) Ability to work with various internal teams to help drive tools and process improvements that reduces supply chain defects. 7) Own WBR, MBR and QBRs with excellent writing and verbal communications skills Problem Solving: 1) Analytical reasoning including assessing and understanding events; anticipating questions and potential impact 2) Integrating information from several sources to understand an issue 3) Leverage additionally, the expertise of others to assist in addressing issues or solving problems 4) Work and fix root-causes than fixing symptoms A day in the life Key Performance Areas - Own the defect elimination goal through upstream defect fixes, for the functional unit - Drive inputs to improve standard operating procedures - Identify business impact metrics, align with Stakeholders, establish them and report it across WW MPs - Use data analysis to identify gaps, structure initiatives, recommend solutions and drive consensus on strategic inter-function business decisions - Own the communication and progress updates on multiple projects, assess performance against goals and realign internal/external stakeholders on project deliverables - Use Tableau and SQL to create dashboards by task, analyze opportunities, identify patterns and implement proactive solutions - 8+ years of Business strategy or Non-Tech Program Management experience - 5+ years of communicating with and presenting to executive and senior audiences experience - Experience defining program requirements and using data and metrics to determine improvements - Bachelor's degree - Master's degree, or MBA in management, business administration, economics, engineering, marketing 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.
