Job Description

DESCRIPTION Job summary
Amazons mission is to be Earths most customer-centric company, and our award-winning Customer Service team is an essential part of that mission. We hire the worlds brightest minds, offering them an environment in which they can identify and relentlessly drive solutions to improve our customer experience. We do this every day by solving complex business and technical problems with ingenuity and simplicity. Were making history and the good news is, weve only just begun. To achieve our mission, SPS is seeking a Senior Operations Program Manager to help build a best in class customer experience for Amazon's emerging delivery programs.
The Program Manager will innovate on and develop the support model for the SWA emerging delivery programs. This person will be based in India, but work globally with product managers, support teams, finance, senior leaders and regional operations teams across multiple Amazon organizations. They will be responsible for delivering a best-in-class customer service experience for Amazon's growing delivery businesses.
The successful candidate will be at the frontline of building best in class support programs, including:
Lead global customer support strategy.
Work with stakeholders across the various partner organizations to innovate and improve upon how we support customers and drivers.
Present regularly to senior leaders in SWA & SPS and different partner organizations.
Review performance and Voice of the Customer (VoC) insights and engage stakeholders to root cause and resolve defects in the customer experience; relentlessly pursue customer support experience improvement opportunities
For this role, we are looking for someone who is a self-starter, outcome focused and can deliver in an ambiguous environment. Excellent written and verbal communication skills are essential.
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. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice to know more about how we collect, use and transfer the personal data of our candidates.

Key job responsibilities
The ideal candidate for this role will be able to:
Interact with stakeholders at multiple levels and dynamically lead business and product teams to define and deliver solutions to establish standard processes.
Identify and analyze data to isolate issues, develop solutions and prioritize opportunities for improving Seller experience.
Determine and implement effective Operations solutions quickly, so as to not impede production
Plan and manage multiple parallel projects.
Maximize resource utilization for the greater good of the organization.
Create, maintain and disseminate project information to stakeholders and senior management
Remain flexible to changing priorities, open to new ideas and have seller quality as the top focus.
Be a visible and vocal role model across the wider business for Amazons customer-centric culture, championing Sellers needs and using data and technology to anticipate and exceed them.
Longer term, this leader will:
Stimulate new innovative thinking and fresh approaches to extend Amazons leadership position in service to our Sellers.
Ensure Amazons Seller Operations effectively scale to meet the needs of the rapidly growing business, including identifying and implementing process improvements throughout our Global Network.
Basic qualifications
Bachelor's degree
5 years of program or project management experience
5 years of experience working cross functionally with tech and non-tech teams
5 years of experience delivering cross functional projects
Data-driven decision making or quantitative analysis skills (including knowledge of Excel)
Excellent communication skills, ability to simplify complex topics for broad audiences
Experience with root cause analysis and process design
Ability to travel if requested - 10 PERCENT .
Preferred qualifications
Advanced degree (MS, MA, MBA) from an accredited university
Comfortable working in a diverse group and contributing to an inclusive culture
Process improvement experience via DMAIC, Six Sigma, Kaizens and use of LEAN tools
Ability to Deep Dive into data, processes, and systems and develop innovative ideas for process improvements

BASIC QUALIFICATIONS
7 years of experience managing a team of production executives
Experience using Microsoft Excel to manipulate and analyze data
Experience with roadmap strategy and definition
Experience using data and metrics to measure impact and determine improvements

PREFERRED QUALIFICATIONS Preferred qualifications
Advanced degree (MS, MA, MBA) from an accredited university
Comfortable working in a diverse group and contributing to an inclusive culture
Process improvement experience via DMAIC, Six Sigma, Kaizens and use of LEAN tools
Ability to Deep Dive into data, processes, and systems and develop innovative ideas for process improvements

Job details
IN, UP

Project/Programme/Product Management--NON-TECH
Education: MBA/ PGDMr r r r r r r Any Graduate
Industry: Consumer Durables/FMCG, Warehousing

Skills Required