Description
The Account Health Support Team is looking for a Manager of Program Management to join our Global Operations and be a leader on our team. We are seeking a talented, data driven, and proven people Manager to support our stakeholder teams worldwide across various functions. The Manager, Differentiated Experience will be a key person to shape Seller Experience, drive Seller adoption and satisfaction within the Account Health Support team. The ideal candidate should be able to work in a cross functional, fast-paced environment; has strong program management and communication skills.
The AHS Manager, Differentiated Experience Program within the Account Health Support team acts as a primary interface between the AHS operations team, and program product teams for differentiated experiences including Account Health Assurance. As the AHS Manager, Differentiated Experience Program, you will lead a team of 6-10 individuals that define requirements to integrate processes, programs, and products into a global operations team. You will create and maintain KPIs that operations teams will be held accountable to, that support the overall program. Successful candidates will focus on proactively identifying upstream process defects that could negatively impact risk mangers, as well as remedying existing process defects. You will work closely with AHS' business and policy stakeholders, asking the right questions and formulating detailed launch plans to ensure new program rollouts are properly executed, and on time. You will liaise closely with the training, content, and quality assurance teams to systematically identify and close knowledge gaps for our team of worldwide risk managers.
You will lead large initiatives, coordinating the work of internal and partner teams. Responsibilities include program scoping, launch design, data collection and analysis, site visits, proposal of new standards, communication of results to senior Seller Trust management, and subject matter expert (SME) support for implementations of recommended improvements.
Key job responsibilities
Understands Amazon culture around leadership principles and values.
Demonstrates values and principles as they interact with peer, employees and managers.
Incorporates values and principles into communication and decision making for employees and managers.
Shares findings for process and tools improvement with the selling partner trust network.
Summarizes the best practices and communicate with the site leaders/Operations managers.
Develops narratives to communicate process findings to leadership.
Able to communicate nuances in risk manager workflow to leadership and external stakeholders.
Defines / scopes programs or deliverables - helps to engage with the business.
Works backwards - demonstrates planning capability to execute on deliverables (manages stakeholders, and coordinates details).
Executes needs assessments (surveys, interviews) and makes process/program improvements accordingly.
Continuously improves needs assessment process.
Helps org to optimize on best practices.
Gathers and does initial analysis on deliverable impact.
Uses appropriate judgement to balance use of and application of anecdotal related to the success of the deliverable and is able to theme it with the other results.
Data collected is internally consumed.
Measure key metrics, process, or control risk to inform product and program level risk assessments.
Taking personal ownership of/or allocating new escalations and ensuring resolution in a timely manner.
A day in the life
Manage and process business escalations including reporting to leadership; accountable for SLA and quality of response.
Taking personal ownership of/or allocating new escalations and ensuring resolution in a timely manner.
Make recommendations to operational leadership and program owners on opportunities for risk mitigation.
Work to remove barriers for teams that are preventing successful compliance with quality or set metric standards.
About the team
The Differentiated Experience program is designed to reduce Seller fear of enforcement and demonstrates Amazon's willingness to invest in Seller Success. It is designed to give Sellers greater peace of mind and confidence that their account would not be deactivated, by stopping account deactivation for Amazon Sellers who maintain excellent account health. Apart from changing perception, it is better for Amazon, Customers, and Sellers to keep Sellers selling by working with them to proactively fix any issues that affect their account health in lieu of account-level enforcement.
Basic Qualifications
5+ years of working cross functionally with tech and non-tech teams experience
5+ years of team management experience
5+ years of cross functional project delivery experience
5+ years of program or project management experience
Experience defining program requirements and using data and metrics to determine improvements
Preferred Qualifications
Experience managing, analyzing and communicating results to senior leadership
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $114,500/year in our lowest geographic market up to $189,300/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.
