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Program Manager, SAS ACES

Amazon

Our mission: To be Earth's most customer-centric company.

DESCRIPTION

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. 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.

The Program Manager in SAS Core ACES develops, iterates and executes resilient processes to help Sellers mitigate impediments to business continuity while collaborating with operations, product management, marketing, and account management. ACES (Amazon Customer Excellence System) is Amazon’s process improvement system that uses tools of Lean, Six Sigma, technology, and analytics to iteratively deliver better customer experience. Success in this role requires leveraging ACES tools and techniques to drive continuous improvement to internal and partner team processes towards Seller growth and satisfaction. An ideal candidate is analytical, autonomous, and cross functionally collaborative with effective communication skills. They are accountable towards organizational goals and work backwards from customers, stakeholders and dependent teams to successfully deliver results in a fast-paced and dynamic business environment. Above all, they should demonstrate a high level of ownership, as they would contribute to seller experience on the Amazon platform.

Key job responsibilities
1. Execute stakeholder engagement processes focused to attain SAS Core ACES’ goals to improve Seller Experience and drive business growth. Apply analytical skills to identify trends and business impact within reported issues and develop projects to eliminate the root causes.
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, Customer Success 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 will closely work with diverse internal teams and stakeholders to successfully complete improvement and efficiency projects. 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.

About the team
The SAS ACES Program Managers Team is focused on presenting solutions to existing problems faced by our Sellers or Customer Success Managers, and the team also work on actions that allow us to add value to the different SAS programs.

BASIC QUALIFICATIONS

  • 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.
  • Ability to effectively and independently manage multiple projects and priorities in a fast-paced, deadline-driven environment.
  • Strong service mindset and ability to use metrics to measure service levels.
  • Demonstrated ability in learning tools, processes, and effectively utilizing them for service delivery.
  • Strong written and verbal communication skills. Proficiency in composing concise, accurate and appropriately targeted responses.
  • English language proficiency.

PREFERRED QUALIFICATIONS

  • 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.
  • Attention to details.
  • Graduate degree in related field.
  • Certified Six Sigma Green or Black Belt is a plus
  • Certified Project Management Professional (PMP) is a plus.
  • Advance usage of Excel.
  • Experience with business intelligence tools (Power BI, Tableau, other)

To apply for the job click here

Program Manager, SAS ACES

To apply for the job click here

Contact us

Amazon

Our mission: To be Earth's most customer-centric company.

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