DESCRIPTION
Our teams in Selling Partner (SP) Support strive to make Amazon the best place for Sellers, Vendors and Brands to reach consumers, driven by the experience and support we provide them. We leverage technology including automation, self-service, associate tools, and machine learning to both prevent Seller, Vendor and Brand contacts, and to handle those contacts with quality and efficiency.
The SP Support leadership team is looking for a Senior Manager, Program Management to lead the Executive Selling Partner Relations team. This person will own vision for and deliver the scaled operation for Executive level case management, and its strategic programs. This highly visible and high profile role includes leading a worldwide team of experts and managers, leading a seller success focused strategic short- and long-term program portfolio, setting standards and inspecting for the development of clear and concise root-cause analysis (RCA), write-ups and supporting content to help our executive leaders envision the systemic issue, proposed path forward and resolving/preventative actions for our seller issues.
You'll manage the strategic direction and delivery for ESPR Lead researchers and internal business partners (such as program managers, Business team leaders and Tech teams), and hold teams accountable for systemic issue resolution. Youll directly interface with our sellers to learn more about what is important to them. Youll lead as a voice of the sellers for internal teams to ensure the right bar for seller experience, and root cause fixes are in place to avoid similar issues for our executive sellers and Amazon executives.
Join us today!
Key job responsibilities
Leading a global team of escalation experts, program managers, and associates. Develop scalable processes and operations metrics for their delivery of day to day work, as well as set strategic objectives for their improvement. Lead ongoing team development.
Set the strategy for selling partner research and analytics programs to develop, review, and validate Executive Write-ups for L8+ escalations. Including but not limited to RCA validation, Document bar raiser review, and stakeholder input review.
Build strong relationships with internal senior stakeholders to understand and evaluate business priorities, define shared opportunities and requirements, and establish information/data sharing mechanisms. Drive stakeholders across all business functions to define and execute actions from identification to implementation. Partner with executive stakeholders to take ownership of defects and drive solutions to improve the Selling Partner experience.
Develop a thorough understanding of Selling Partner needs and pain points through directly interfacing with them. Manage team anecdotes, develop processes for other executives to understand and use these anecdotes and supporting data to derive customer insights. Use that knowledge to drive delivery of studies and services that enable business and operational leaders to provide Amazon Selling Partners with an exceptional experience.
Lead large process improvement efforts, including: scope alignment with local and international business leaders, process design and presenting results.
Develop and manage responsibilities and expectations between the World-Wide Selling Partner Anecdotes, root cause owning and Escalation Insight Program Managers. Shape the direction of the relationship and utilize these resources to accomplish shared goals.
About the team
ESPR resolves seller escalations for Amazon WW executive leadership team and owns presenting a root cause document for executive leaders, to establish long term fixes for the issues, by collaborating with multiple WW teams (Tech, Business, Program, Operations etc.). The team provides 24x7 on call support to all WW Amazon executive leaders (L8+) by attending to every escalation that comes their way.
We are open to hiring candidates to work out of one of the following locations:
Arlington, VA, USA | Seattle, WA, USA
BASIC QUALIFICATIONS
- 7+ years of team management experience
- 7+ years of program or project management experience
- Experience using data and metrics to drive improvements
- Experience managing teams of 6 or more
- Bachelor's degree
- Experience working with, presenting to and influencing senior executives up to VP level
- Experience managing, analyzing and communicating results to senior leadership
- Highly developed writing skills
PREFERRED QUALIFICATIONS
- MBA
- Experience working cross functionally with tech and non-tech teams
- Lean and/or Six Sigma Certified
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $121,100/year in our lowest geographic market up to $225,200/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.
