Description

Amazon Go is a new kind of store with no lines and no checkout—you just grab and go! Customers simply use the Amazon Go app to enter the store, take what they want from our selection of fresh, delicious meals and grocery essentials, and go! Designed and custom-built by Amazonians, our Just Walk Out Technology uses a variety of technologies including computer vision, sensor fusion, and advanced machine learning. Innovation is part of our DNA! We need people who want to join an ambitious program that continues to push the state of the art and impacts the daily lives of our customers.

At Amazon, our mission is to be the most customer-centric company on earth. To get there, we need extraordinarily talented, bright, and driven people. We are looking for a dynamic, organized self-starter to join our Retail Program Management Team.

The Team: How often have you had an opportunity to be a member of a team creating a unique customer experience? You can expect all the challenges and benefits of a high-profile business: wide-open space for improvement and innovation, a strong team, and a fast-paced environment. These will require a willingness to dive into the details, solve problems as they arise, leverage high judgment and gut instinct, look around corners, and always obsess over customers. Everyone on the team wears different hats, and ownership of the customer experience is key.

The Role: You are someone who is willing to roll up your sleeves. The pay-off is high ownership, an ability to deliver results, an awesome variety in what we work on at any one time and the ability to grow in role. You love diving deep and using data to identify opportunities and guide improvements. You will interact closely with the operations team and identify/manage critical projects that create new customer experiences, improve productivity, increase capacity, and drive efficiency improvements. Overall, you will focus on operational innovation and excellence.

Note - Per Amazon’s return to office update, beginning January 2nd, 2025, employees will be expected to work 5 days a week out of the office.

Key job responsibilities

The Senior Retail Program Manager is the single threaded owner of complex customer facing instore programs (ex: Online Returns, Made to Order Kitchen, Espresso). You will create and iterate on the vision for the customer and associate experience in partnership with cross-functional experts, and work backwards from that vision. A Retail PM owns the P&L for their program, working with cross-functional teams on the various inputs (e.g. machine costs from Procurement, labor costs from Planning, and Volume from Category Managers), to drive informed decisions on a program’s short-term and long-term path to profitability. They are responsible for creating the process flow and ensuring functional team SOP development to sustainably operate a program. They own the sequencing of initiatives within their program to ensure successful field adoption and design the right sized implementation plan (SOPs, Comms, Standard Work Integration) in partnership with communications and L&D.

Retail Program Managers work cross-functionally to build, test, launch, and iterate. As program owners, they will work with functional owners to oversee unresolved issues, make key program decisions and escalate to ensure consistent program performance and customer experience. In addition to defect resolution the PM will manage newly identified initiatives and process improvement driven by cross-functional teams through a future facing roadmap for the program.

A day in the life

• Develop test plans and defines solutions to solve operational problems and bring new products and services to life in the store

• Serve as operations SME in store design, procurement and equipment maintenance planning

• Write Operational SOPs, write and maintain program documentation

• Develop implementation plans to integrate new processes into existing stores and define ongoing store audit content to ensure operational success

• Monitor customer feedback and works cross functionally to resolve program papercuts to improve Associate and Customer experience

• Use data to evaluate program performance and identify top and bottom line improvement opportunities

• Serve as process SME for technology and product servicing the program, identify opportunities and drive business requirements for future facing technological improvements

• Lead weekly cross functional program calls to manage multiple workstreams across the program

• Own project management for highly cross functional projects

• Regularly report out progress in weekly, monthly and quarterly business review forums

Basic Qualifications

• 6+ years of program or project management experience

• Experience using data and metrics to determine and drive improvements

• Experience owning program strategy, end to end delivery, and communicating results to senior leadership

• 6+ years' leading and owning significant projects from concept to deployment

• Demonstrated ability to build strong working relationships and work cross-functionally to align to solve shared problems

• Experience innovating in a start-up environment

• Demonstrated excellence in written, verbal and interpersonal communication, can author an Amazon document

• Experience providing metrics inputs to various reporting decks; communicate key performance indicators to stakeholders/Sr. leaders

• Experience with advanced data analysis

Preferred Qualifications

• 6+ years of experience leading teams in Brick and Mortar Retail as well as supporting in a corporate environment

• Experience leading teams in Brick and Mortar Retail as well as supporting in a corporate environment.

• Experience writing technical process documentation

• Ability to adapt well to rapidly changing environments with evolving circumstances, direction, and strategy.

• Ability to prioritize, run and complete projects with tight deadlines.

• Dream to thrive in a dynamic environment.

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $104,100/year in our lowest geographic market up to $185,000/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.