Job Description
DESCRIPTION
Are you excited by invention and innovation? Do you thrive in collaborating with both internal and external stakeholders to deliver results? A part of Heavy, Bulky and Services (HBS), Amazon’s Home Services (AHS) mission is to provide in-home services which will improve the customer experience and improve customer trust when purchasing a high consideration product on Amazon. We are looking for a Program Manager to work directly with our vendor, seller and fulfillment partners to support new partners in using in-home services. This role will focus on onboarding, implementing and post launch support for sellers – this role will also look for ways to replicate specific solutions from other WW HBS partners where commonality will support scale and speed.
The Program Manager role will challenge you to innovate in a growing Amazon business, and lead transformative changes with partners, with the ability to make rapid data driven decisions and invent on behalf of the Business and Customers. In this role, you will work cross functionally with members from variable teams including Customer Services; NA Hardlines Vendor Managers; Selling Partner Support, Finance and individually with sellers to grow the services business.
Key job responsibilities
The ideal candidate has an obsession for customers and strong ownership and interest to innovate; must have proven analytical capabilities ((including ability to deep dive, root cause and permanently eliminate hazards and risks) and ability to multi-task; and can thrive in a fast-paced environment with exceptional communication and project management skills. The ideal candidate must have outstanding judgment, compassion, and interpersonal skills with the ability to work collaboratively with colleagues in many areas across the company. This role calls for an individual who can quickly earn trust to gain credibility with customers and stakeholders at various levels of the organization.
A day in the life
The Program Manager role will be the face of services to internal stakeholders and own the business KPIs that attached to those teams. They will work on a daily basis with product and local seller (MFN) partners to identify defects across the services catalog and build resolutions. This role requires knowledge for baseline SQL to mine data for BRs as well as knowledge of other Amazon systems. Balancing the daily communication with partners will run in parallel to launching new service partners.
About the team
Our team is a hyper focused on customers and improving their experience with services. We continue to work to identify how to improve and scale and are continuously building new ways to invent and simplify.
BASIC QUALIFICATIONS
- 3+ years of program or project management experience
- 3+ years of defining and implementing process improvement initiatives using data and metrics experience
- Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL
- Experience using data and metrics to determine and drive improvements
- Experience working cross functionally with tech and non-tech teams
Job Tags
Full time, Local area,