Senior Program Manager, Value Added Services
Amazon
Bengaluru, IND
6d ago

Job summary

Amazon.com / Amazon.in strives to be Earth's most customer-centric company where people can find and discover virtually anything they want to buy online.

By giving customers more of what they want - low prices, vast selection, and convenience - Amazon.in continues to grow and evolve as a world-class e-commerce platform.

Amazon's evolution from Web site to e-commerce partner to development platform is driven by the spirit of innovation that is part of the company's DNA.

The world's brightest technology minds come to Amazon to research and develop technology that improves the lives of shoppers and sellers around the world.

Value Added Services (VAS), India : The vision for Value Added Services (VAS) team is to transform how India buys high-consideration products online by offering them Best-In-Class After Sales services throughout the product life-cycle.

VAS launched in Mar 2017 with appliance installations in specific cities. Today, we are focused on building a Pan-India 5* rated life cycle service support for vast majority of Amazon customers across multiple categories.

We aim to do this by leveraging skilled experts to provide services to customers across product life-cycle. We today provide following services at scale : (a) Pre-Purchase Service - Make a new purchase decision, (b) Ready-To-Use Service - Get started with a newly bought product, (c) Return Service - Solve issues with a newly purchased product, (d) Repair Service - Get continuous support during the life of the product, (e) Exchange Service - Help customers extract maximum value for a used product.

Are you customer obsessed, flexible, smart and analytical, strategic yet execution focused, hungry and passionate about e-commerce, experienced, and entrepreneurial leader with a strong work ethic?

If yes, this opportunity will appeal to you.

The ideal candidate will be enthusiastic about managing challenging, lengthy projects across multiple teams and locations.

We are looking for a Senior Program Manager who shares Amazon's passion for the customer someone who understands the importance of compelling programs in creating an overall customer (seller and buyer) experience.

In this role you will be responsible for working closely with external partners, finance and transportation teams. You will also partner with product management teams as well to identify long term features and programs to improve the customer and partner experience on the Amazon platform.

Role and Responsibilities

  • Identify, analyze and work with operational teams to solve partner issues
  • Own program management for partner facing interactions and engage with partner teams to drive adoption for the program
  • Design, implement and audit key customer facing programs by partnering with internal and external teams
  • Own data analysis for the program
  • Monitor and resolve partner impacting operational issues to resolution
  • This position requires a candidate with the proven ability to drive process improvements and the ability to keep pace with our explosive growth while motivating others to meet the challenges of an extremely deadline-driven environment
  • We are seeking a business leader with a broad skill-set which demonstrates analytical horsepower, excellent business judgment, strong negotiation skills, deep curiosity to uncover how things work, and a passion for building a world class shopping experience through services for our customers.

    The successful candidate for this high impact role will be a self-starter with a passion for problem-solving, have proven data analysis skills, have strong relationship management skills, demonstrate great voice and content creation skills, show strong ownership and commitment, have proven leadership experience in managing projects, and bring relevant insights to improve customer experience.

    BASIC QUALIFICATIONS

  • 5+ years of experience in program or project management
  • Experience defining program requirements and using data and metrics to determine improvements
  • 5+ years of experience working cross functionally with tech and non-tech teams
  • 5+ years of experience delivering cross functional projects
  • 6+ years of work experience
  • 4+ year of experience in roles involving data analyses using advanced Excel. Able to draw insights / recommendations based on the analyses.
  • Experienced in gathering and analyzing large amounts of data.
  • Demonstrated strong performance in working with external partners
  • Program management skills (communication, planning, execution); proven ability to identify opportunities, and drive them through to completion
  • Strong team player, behaves like an owner, and ultimately focused on delivering results with high standards.
  • Experience using problem solving and analytical skills to solve business problems
  • Ability to work effectively with tight deadlines in a fast-paced environment.
  • A strong appetite for teamwork, and a just-do-it attitude.
  • Master’s degree in Computer Science, Math, Engineering, Operations Management or MBA
  • PREFERRED QUALIFICATIONS

  • Experience in consumer-facing sectors such as Retail, FMCG, Services is preferred
  • Experience in e-commerce is a plus
  • Experience working with process improvement techniques
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