6+ years of relevant experience in customer support, program management, or related field.
- 4+ years of professional experience developing and leading teams while driving organizational goals.
- Bachelor's degree or equivalent practical experience.
- Track record of developing business plans with a demonstrated ability to navigate ambiguous situations while effectively managing multiple projects and priorities across teams.
- Strong verbal/written communication and presentation skills, including an ability to effectively communicate with both business leaders and technical teams.
- Ability to work cross-functionally, building and maintaining trust with stakeholders/business customers.
- Experience using data analysis, reporting, and forecasting to guide business decisions and solve problems.
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 Manager of Program Management for SAS Selling Partner Support will be directly responsible for providing high-quality support services to Amazon's Strategic Account Services sellers. You will be responsible for the operations of the Seller Support team and for setting the direction and vision for the team. You will lead a team of managers and associates to improve the seller experience, increase productivity and maintain service levels.
Your broad responsibilities will include ramping up the size of your team to accompany the growth of our business, managing team performance to deliver on Service Level Agreements targets, inventing and implementing new processes to drive team efficiency as well as analyzing business results to influence Amazon's strategy.
Your superior communication, organizational and technical skills, will enable you to operate in a fast-moving and sometimes ambiguous environment, where you will have the autonomy to take full control and responsibility for achieving our business objectives. This role provides ample opportunity to develop original ideas, approaches, and solutions in a competitive and fast-moving environment.
Key job responsibilities
- Manage a team of managers setting the strategy and vision for the team.
- Ensure seller satisfaction and that existing Service Level Agreement measures are met; Be fully accountable for results of seller support.
- Identify, optimize, and scale improvements that can benefit a large set of customers, e.g. driving efficiencies through tools and processes, simplifying SOPs, partnering with external teams to align programs.
- Develop and drive the overall direction, coordination, and evaluation of SAS seller support.
- Manage the operations of SAS seller support and ensure the operation is in accordance with established procedures and practices. Continually measure and evaluate all work processes.
- Identify and implement change or develop new processes to provide the ability to better direct multiple queues while keeping pace with our explosive growth and changing customer offer.
- Own people and performance management responsibilities, driving career development and team productivity.
- Maintain a complete and thorough understanding of technical systems in a complex Seller Support center, and ensure adequate training for staff.
- Maintain open communications with business management teams to keep them appraised of operational situations that impact or may impact their respective areas.
- Develop and maintain relationships with key stakeholders inside and outside the of the seller support team.
- Manage recruiting and hiring efforts across direct team and broader organization.
- Tirelessly advocate for improvements to systems and processes that will benefit Associates and/or Sellers.
San Jose, CRI
- MBA or other advanced degree.
- 4+ years of driving process improvements experience.
