Amazon.com, Inc. seeks to be Earth's most customer-centric company, where customers can find and discover anything they might want to buy online, and endeavors to offer its customers the widest of selection at low price that drives Amazon’s flywheel.
The vision of Retail Business Services (RBS) Organization at Amazon is to accelerate Amazon’s flywheel by improving customer experience and enabling our Selling Partners (SPs) to grow their business with Amazon. RBS provides catalog augmentation and correction technologies for the Amazon selling community. Our solutions ensure information in Amazon's catalogs is both complete and comprehensive enough to give our customers a great shopping experience every time.
RBS is looking for a Senior Program Manager to lead a Strategy for Shopping Mission Completion for Customers. Amazon Store Walk analysis uncovers critical defects across the Amazon shopping journey — spanning across product discovery, evaluation, and purchase completion. These systemic problems impact the customer shopping journey- from how customers discover and evaluate products to their ability to complete purchases. These issues are categorized into four key defect themes: Data, Search, ASIN, and Customer Experience. To resolve these issues, we recommend a coordinated, cross-functional engagement with partner teams that will improve overall customer shopping experience . This role will be at the center of collaboration between multiple world wide teams in re-imagining the title experience for customers and selling partners.
Key job responsibilities
Shopping Mission is an essential part of the consumer experience and can fundamentally influence the way customers shop on Amazon as well as shape their perception of Amazon. As a Senior Program Manager - Discovery, you will
* Think Big and own vision for building a Strategy that enables customers to complete their shopping journey.
* Disambiguate the problem space and size the problem and opportunity for RBS
* Be responsible for end-to-end business strategy, goal setting, program management, review and collaboration mechanisms.
* Break down ambiguous problems into clear abstract use cases and solution workflows for Tech and Product teams.
* Be responsible for end to end program management with multiple parallel tasks.
* Establish accountability with partner teams and influence them without authority on a common goal.
* Identify risks and develop strategies to mitigate them.
* Be responsible for reporting and review mechanisms and communication to Leadership (Flash updates, WBR, QBR, Deep dives)
To be successful in this role, you should be comfortable and confident liaising with remote global teams in business, design and technology at senior leadership levels. You will solve ambiguous problems and proactively identify and mitigate risks (before they become roadblocks). You will be data-driven and demonstrate good judgment in how and when to escalate (without damaging relationships). Representing the voice of customers, you will be an evangelist for the program vision, maintaining support for your cause, keeping engineering teams energized and excited, and driving your program roadmap at all levels. You will be very comfortable with written communication skills and a proven track record of delivering projects from concept to launch.
About the team
The 'Shopping Mission' program is part of the Customer Experience vertical of RBS. The program is responsible for defining the Vision and long term strategy of improving Customer Experience through improving the quality of Amazon products. RBS is the global sponsor of the program, bringing together multiple world-wide product, design and engineering teams to execute in a federated manner.- 5+ years of working cross functionally with tech and non-tech teams experience
- 5+ years of program or project management experience
- 5+ years of delivering cross functional projects experience
- Experience owning program strategy, end to end delivery, and communicating results to senior leadership
- Experience defining program requirements and using data and metrics to determine improvements
- Master's degree in engineering, technology, computer science, machine learning, robotics, operations research, statistics, mathematics or equivalent quantitative field, or Master's degree and 9+ years of building machine learning models for business application experience- Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field
- 5+ years of change management experience
- Experience in practical work applying ML to solve complex problems for large scale applications
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