Senior Program Manager, RBS
Chennai, IND
2d ago

Job summary, Inc. (NASDAQ : AMZN), a Fortune 500 company based in Seattle, opened on the World Wide Web in July 1995 and today offers Earth's Biggest Selection., 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 lowest possible prices.

Today, we operate retail websites in nine countries, offering millions of products in more than 40 categories worldwide, and we still like to work hard, have fun and make history!

Amazon's Retail Business Services (RBS) team is looking for a Senior Program Manager to help expand its customer return reduction program (aka) Concession program .

Objective of the Program is to eliminate negative experience of the customer by helping Selling Partners and Vendor Managers to understand root cause for returns and fix the defects proactively, thereby increase their brand equity and sales by enhancing customer experience.

Our end customers are the Buying customer and Selling partner. We work hard to reduce the buying customer’s product dissatisfaction and to improve the profitability of our selling partners.

As the Senior Program Manager, you will own the expansion of concession program to all concession reasons across WW and driving Defect elimination.

The job involves end to end business planning including but not limited to creating annual plans and strategy for execution, ensuring operational rigor, designing high business impact processes and identifying automation possibilities that drives process efficiency.

As a large-program owner, He / she will be the strategic point of contact to business, operations and tech teams of Amazon worldwide and must therefore be comfortable and confident liaising with remote global teams in business and technology at senior leadership levels.

He / She will manage business impact via functional activities and will be accountable for designing and delivering on all KPIs of the same.

He / she should define the program (mission, vision, tenets), set objectives, analyze data, drive improvements that are quantified with metrics, and influence resource allocation.

He / She will solve ambiguous problems and proactively identify and mitigate risks (before they become roadblocks). He / She will data-driven and demonstrate good judgment in how and when to escalate (without damaging relationships).

A successful candidate will be an exceptional strategic thinker and will have exposure to customer experience improvement.

Key skills for the role include an extraordinary ability to deal with ambiguity, to network effectively and influence partner teams without authority, to overcome unforeseen obstacles, and a passion for developing a deep understanding of the tech product.

Key job responsibilities

  • Responsibility for defining and driving functional / business goals.
  • Forming and managing cross-functional project teams to drive key programs for our customers.
  • Building a data oriented culture, adoption of technology solutions and process improvement projects to achieve business goals.
  • Solving Business problems using technology and liaise with the technology and operational teams in identifying use cases / requirements, implementing sustainable solutions and scaling them effectively to support Defect elimination.
  • Managing stakeholder communication across multiple lines of business on various project milestones, process changes, escalations, etc.
  • Designing and developing strong relationships with senior stakeholders in the Retail business.
  • Ensuring high quality standards for interviewing and hiring employees at all levels of the organization.
  • Owning specific people programs on coaching and development and team engagement
  • Provide ad-hoc support and analysis to senior leaders on strategy documents and research requests.

  • 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 in program or project management
  • 5+ years of experience delivering cross functional projects
  • Experience in people management
  • Has a background in quantitative decision making, ability to drive business metrics, automate operational tasks, thereby driving process excellence and adoption of different tools and resources.
  • Exposure to working with technology teams and solving operational issues using technology
  • Has managed critical support functions and processes, with end to end business responsibility.
  • Strong analytical, mediation and problem resolution skills.
  • Track record of employee development (including an emphasis on selection and retention).
  • Demonstrated leadership with a bias towards action, supporting a culture of ownership and learning.
  • Skilled in collaborative management environment, succeeding through regular meetings and clear formal and informal communication with members of the remote and local management teams.
  • Demonstrated ability to hire and develop strong tech-operations team members and leaders
  • Proven expertise and ability to develop processes and procedures which will enhance the overall efficiency with a strong bias towards automation in all operational tasks.
  • Ability to work effectively & independently in a fast-paced environment with tight deadlines
  • Excellent written and oral communication skills as well as team and stakeholder management skills.

  • Masters Degree / MBA(Ops / Strategy), Certification in Project Management / process excellence (PMP, Six Sigma)
  • Experience with presenting to and influencing at all levels within a large, cross-functional organization.
  • Exposure to working with technology teams and solving operational issues using technology
  • Demonstrated leadership and ability to drive projects and ensure closure within stipulated timelines
  • To receive security clearance all candidates must undergo a background check.
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