We are seeking an experienced Manager of Program Management to lead our FBA Seller Experience and Contact Elimination initiatives within FBA Support Operations. This strategic leadership role will focus on managing a team of Program Managers while driving systematic improvements in seller experience and operational efficiency across the FBA network. The role requires building and developing a high-performing team while collaborating with internal stakeholders to identify and resolve operational gaps.
Primary Objectives:
• Build and lead a team of Program Managers focused on FBA seller experience
• Drive contact elimination strategies through process improvements and automation
• Develop scalable solutions for recurring operational challenges
• Foster cross-organizational collaboration and innovation
Key job responsibilities
People Leadership & Team Development
• Build and mentor a team of Program Managers
• Drive team performance and professional development
• Create an inclusive and innovative team culture
• Establish clear goals and success metrics for team members
Strategic Program Management
• Define program vision and strategy aligned with business objectives
• Oversee multiple concurrent programs and initiatives
• Establish governance and reporting mechanisms
• Drive resource allocation and prioritization decisions
Operational Excellence
• Lead complex program implementations and process improvements
• Develop and execute contact elimination strategies
• Drive automation and efficiency improvements
• Ensure program quality and consistency
Stakeholder Management & Innovation
• Build and maintain senior stakeholder relationships
• Drive cross-functional collaboration
• Lead innovation initiatives and technology adoption
• Represent the team in leadership forums
Data Analytics & Business Impact
• Define and track key performance metrics
• Drive data-driven decision making
• Measure and report program ROI
• Identify trends and improvement opportunities
Critical Competencies:
• People Leadership: Proven ability to build and develop high-performing teams
• Strategic Thinking: Experience in developing and executing program strategies
• Stakeholder Management: Strong influence and communication skills
• Program Management: Track record of delivering complex programs
• Innovation: History of driving technological and process improvements
• Data Analytics: Experience in metrics-driven program management
About the team
About FBA Support Operations:
Fulfillment By Amazon (FBA) is built around Amazon's world-class capability in ordering, fulfillment, transportation, and Customer service. As a strategic long-term opportunity highlighted by Jeff Bezos, FBA enables third-party selling partners to rapidly grow their business while leveraging our billion-dollar logistics infrastructure. The Support Operations team plays a crucial role in managing complex supply chain-related investigations, ensuring accurate seller reimbursements, validating defect signals, and driving proactive contact prevention.
- Bachelor's degree
- 8+ years of program management experience
- 3+ years of people management experience Experience managing multiple concurrent programs
- Track record of influencing senior stakeholders
- Professional fluency in Mandarin Chinese and English- MBA or Master's degree
- PMP certification
- Supply chain or logistics background
- Experience in e-commerce or fulfillment operations
- Experience with contact elimination programs
- Knowledge of AI/ML applications in business operations
- Understanding of GenAI and its potential applications in process improvement
- Six Sigma or Lean certification
- Experience with AI-driven automation projects
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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.
