Amazon's Selling Experience Protection Operations (SEPO) team's mission to be the most trusted investigations and compliance service provider who empower sellers and brands to create a safe and trustworthy shopping experience on Amazon. Our mission is to deliver AI-first solutions that make quick, accurate decisions at scale and protect Customers while enabling Brands and Selling Partners to succeed. We will leverage expert human judgement mechanisms to further scale these solutions.
An ideal candidate will be a self-starter who is passionate about discovering and solving complicated problems, innovative, analytical and hands-on program manager to drive standardization and innovation in process, layout, material flow as well as learning and development across SEPO Ops. The candidate will also drive AI adoption and projects for SEPO by leveraging AI to improve efficiency.
The Program Manager will play a critical role in enabling Operations by liasioning with business, program and product. We are seeking an individual who utilizes Lean Six Sigma based continuous improvement methodologies to engage teams to solve customer problems by streamlining processes and improving quality. Will be responsible for driving efficiency, defect reduction and improving Seller/Buyer and Brand Experience by leveraging AI. The candidate will execute these priorities through Improvement initiatives, Kaizen events, Defect Analysis and VOC and support critical programs and projects.
Key job responsibilities
The incumbent will own the following -
• Drive Process, Tools and Policy Standardization across SEPO functions, including providing direction, coaching & feedback.
• Drive improvement plans aligned to business goals, providing method and skills for high quality process improvement, and promote Kaizen involving all levels of the organization.
• Responsible for analyzing risks, friction points, and developing scalable prevention solutions. Collaborate effectively across teams to solve problems and deliver against high standards. Utilize various tools and data sources to provide insights effectively. Build operational and business metrics to drive improvements
• Own improvement of cost efficiency and AI first initiatives by collaborating with Operations, Program, SEPO Product and Policy teams.
• Performs quantitative analysis of key process indicators to identify opportunities for process improvement.
• Program manage the development and training of Continuous improvement methodology and concepts for employees and leaders.
• Collaborate with tech/ non-tech leaders to create & guide roadmaps, risks, risk mitigation plans for product/ process enhancement or leverage automation. Partner with SEPO leaders to optimize outcomes and customer , seller and brand experience by making tradeoffs.
• Continuously identify new opportunities which can be scaled across SEPO functions
• Effective communicator driving issue resolution and insights to both technical and non-technical audiences. Conduct weekly metric reviews, identify issues, and hold team members accountable for progress. They will also own writing reports/documents that detail the progress to leadership on a frequent basis.
Continuous drive the AI first mental model to imrpove efficiency and decision accuracy
About the team
Amazon's Selling Experience Protection Operations (SEPO) team's mission to be the most trusted investigations and compliance service provider who empower sellers and brands to create a safe and trustworthy shopping experience on Amazon. Our mission is to deliver AI-first solutions that make quick, accurate decisions at scale and protect Customers while enabling Brands and Selling Partners to succeed. We will leverage expert human judgement mechanisms to further scale these solutions.- 5+ years of working cross functionally with tech and non-tech teams experience
- 5+ years of delivering cross functional projects experience
- Experience defining program requirements and using data and metrics to determine improvements- 2+ years of driving process improvements experience
- 2+ years of managing stakeholders in cross-functional project experience
- 2+ years of delivering cross functional projects experience
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