PM, DIFFERENTIATED SUPPORT

DESCRIPTION Our teams strive to make Amazon the best place for our Selling Partners to reach consumers, driven by the experience and support we provide them in growing their businesses locally and globally.
We leverage technology including automation, self-service, associate tools, and machine learning to both prevent Seller, Vendor and Brand contacts based on knowledge obtained during our support interactions, and to handle those contacts with quality and efficiency.
We hire the world’s brightest minds, offering an environment in which they can relentlessly detect, design, and drive solutions to improve the Amazon customer experience.
We do this every day by solving complex business and technical problems with ingenuity and simplicity.
DS Sr Program Manager, is a core member of the Selling Partner Support (SPS) program team and will own/lead key programs to improve quality of support and overall experience for our Selling Partners across North America, Europe and Middle East along with India marketplaces.
The ideal candidate will be customer obsessed with high bias for action and deep knowledge in data instrumentation and analytics.
There is no shortage of opportunity to relentlessly advocate on behalf of our customers with data to influence and drive results.
The Contact Resolution Specialists have a 360-degree approach to continuously advocating for, and driving improvements on behalf of our customers; 1) Eliminate – detect, solution, and resolve customer-impacting issues upstream by providing relevant and timely insights into the product development cycle as seen by downstream events, 2) Automate – assess and identify opportunities to provide automated, self-service solutions for our customers when and where needed, and 3) Optimize – when a customer does contact SPS for support, optimize the experience by ensuring SPS associates have the tools, resources, policies and protocol to exceed the customer’s expectations.
The core responsibilities of this opportunity include.
• Advocate on behalf of Selling Partners in all engagements with SPS and Business teams.
• Drive people, process, and technology initiatives to optimize the Selling Partner experience end-to-end.
• Deliver program initiatives and improvements based on core SPS performance measurements.
Critical Skills to be Successful.
• Leader.
Experience leading teams, whether directly or indirectly, to collaboratively deliver valuable results.
• Influencer.
Innovative leader with the ability to identify opportunities and influence organizations to gain support and overcome resistance with data and persuasion.
• Driver.
Ability to successfully deliver end-to-end programs, working through obstacles across multiple teams and organizations.
• Problem Solver.
Ability to utilize strong analytical and problem-solving skills to work through complex challenges.
• Communicator.
Ability to communicate clear and concise expectations and requirements with business and technology teams.
Capacity to present well-reasoned and data-driven proposals in both verbal and written form.
We are open to hiring candidates to work out of one of the following locations.
Barcelona, B, ESP BASIC QUALIFICATIONS - Experience in program or project management - Experience using data and metrics to determine and drive improvements - Experience owning program strategy, end to end delivery, and communicating results to senior leadership - Bachelor's degree - Experience working cross functionally with tech and non-tech teams - Experience defining program requirements and using data and metrics to determine improvements - Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL PREFERRED QUALIFICATIONS - Experience leading process improvements - Experience implementing repeatable processes and driving automation or standardization - Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization Amazon is an equal opportunities employer.
We believe passionately that employing a diverse workforce is central to our success.
We make recruiting decisions based on your experience and skills.
We value your passion to discover, invent, simplify and build.
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obs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.