Amazon's Andon Cord team is looking for a Senior Manager, Program Management to lead program management initiatives across marketplaces to improve the customer experience and scale Defect elimination efforts worldwide. The role is highly collaborative and requires driving close alignment upstream and downstream, on large-scale initiatives that are a mix of identifying and delivering on new opportunities as well as process standardization to maximize the Defect Elimination impact of the Andon Cord mechanism.
Amazon uses the Andon Cord as a core customer obsession mechanism. We seek to identify and eliminate unsatisfactory purchasing experiences that may edge customers to return items or not return to Amazon. Andon Cord empowers our front-line customer service agents to pull a product off the Amazon website if they think that there is a problem with any of the products sold, in addition to statistical and machine learning-based automated pulls.
The role will require close partnership with Product, Science and engineering teams within Worldwide (WW) Defect Elimination to develop and deliver on complex roadmaps. The role will also work with Retail/3P Business and Operations teams, Fulfillment Center, Customer Service Operations/Amazon Customer Excellence Systems (ACES) in addition to WW Defect Elimination stakeholders to deliver a high-quality customer experience and standardize it across all Amazon marketplaces. The ideal candidate will have proven leadership ability as well as thrive on ambiguity. This candidate should be a self-starter with a penchant for diving deep into large datasets and can influence leadership across multiple organizations to align them towards a common vision. This position will also lead a team of highly skilled Program Managers in order to continuously improve the customer experience.
Key job responsibilities
- Champion Defect Elimination within and outside the Customer Service Org and be the go-to person for all things related to Andon Cord resolution.
- Lead a team of Program Managers to streamline Andon Cord resolution and address resolver pain-points to improve resolution quality as well as speed of resolution.
- Actively and effectively network with other teams, including Retail/3P Business and Operations, Transportation, Fulfillment Center and all Customer Service (CS) support functions to devise solutions that drive a “first-time right” approach to Defect Elimination and safeguard customer experience.
- Proactively identify opportunities for innovation and invention, pilot the best ideas, and then implement broadly if proven to be advantageous.
- Manage prioritization and trade-offs among technical and operational lift, and competing priorities across multiple stakeholder teams.
- Be the voice of the customer and drive strategic product vision and roadmap to amplify the defect elimination impact of Andon Cord.
- Drive alignment with senior leaders and key cross-functional partners; regularly report out to them in an effective and concise manner.
- Partner closely with other program/product leaders, customer & seller facing teams, operations teams and tech leadership to champion resolution to seller concerns.
- Drive process improvements and keep pace with our explosive growth while motivating others to meet the challenges of an extremely deadline-driven environment.
- Hire and develop a high performing team of Program Managers, raising the bar with each hire and mentoring your team to attain their business and career goals.
- Design the right team structure and mechanisms to meet long-term business goals.
A day in the life
You will work closely with senior leaders across cross-functional stakeholder teams within Amazon to drive collaboration and influence them to prioritize projects, meet objects, and adhere to business plans towards shared objectives.
If you are not sure that every qualification on the list above describes you exactly, we'd still love to hear from you! At Amazon, we value people with unique backgrounds, experiences, and skillsets. If you’re passionate about this role and want to make an impact on a global scale, please apply!
Amazon offers a full range of benefits that support you and eligible family members, including domestic partners and their children. Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment. The benefits that generally apply to regular, full-time employees include:
1. Medical, Dental, and Vision Coverage
2. Maternity and Parental Leave Options
3. Paid Time Off (PTO)
4. 401(k) Plan- Bachelor's degree
- 7+ years of team management experience
- Experience in a senior leadership position requiring a high degree of comfort exercising high-judgment leadership decisions in fluid environments, a clear bias for action and a track record of delivering results- MBA
- Experience implementing repeatable processes and driving automation or standardization
- Quantitative analytical abilities, experience with “big data” preferred.
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.
