3+ years' experience in retail or other operationally intensive industries with focus on program management.
- 3+ Experience in change management and driving adoption of new tools, processes, and decision support.
- Demonstrated ability in learning tools, processes, and effectively utilizing them for service delivery.
- Strong written and verbal communication skills.
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.
Key job responsibilities
2.
Drive and facilitate complex projects focusing on results and measuring attainment of outcomes.
3.
Assist with the definition and design of tools, standard operating procedures and processes.
4.
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.
4.
Influence stakeholders (including Global process owners, Site leaders, Operation managers, Account Managers) outside your direct area of responsibility to ensure delivery.
Identify and mitigate risks, and remove roadblocks within projects.
Drive accountability from stakeholders for progress on key program actions through active engagement and escalation.
5.
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.
Transform raw thoughts into clear documentation and requirements (project charter, statement of work, responsibility matrix, functional requirements, implementation approach, reporting, etc.)
6.
Audit activities impacting selling partners and drive process improvement.
A day in the life
The SAS ACES Program Manager works on executing diverse project tasks that can serve to positively impact our Sellers perception with the services provided by the different SAS programs.
The SAS ACES Program Manager will closely work with diverse internal teams to successfully complete improvement projects.
About the team
The SAS ACES Program Managers Team is focused on presenting solutions to existing problems faced by our Sellers, and the team also work on actions that allow us to add value to the different SAS programs.
- Experience in setting up or refining operational metrics.
- Participation in metric based reviews and making decisions based on metrics.
- Strong attention to detail and excellent problem solving skills.
- Graduate degree in related field
- Certified Six Sigma Green or Black Belt is a plus
- Certified Project Management Professional (PMP) is a plus
- Ability to effectively manage multiple projects and priorities in a fast-paced, deadline-driven environment.
- Strong service mindset and ability to use metrics to measure service levels.
- Proficiency in composing concise, accurate and appropriately targeted responses.