Description

Are you interested in leveraging your program management skills to join a growing, dynamic team responsible for empowering selling partners on Amazon worldwide? We are seeking an experienced, high-judgment, results-oriented, and inventive Senior Program Manager to join our team and own strategy and execution of quality assurance and insights of our Account Health Support to ensure our selling partners can get the support they need to deliver better customer experiences.

As the Sr. Program Manager / Quality Assurance and Insights role, you uphold a culture of quality by working with a dedicated QA Operations team of Auditors to identify program defects and trends, surface insights to our operations and program teams, then partnering with them to bridge those gaps to deliver superior support solutions to our Selling Partners. This role will foster an environment of positive communication and continuous learning, while ensuring that our organization is successfully equipped to adapt to changes that impact our business do deliver insights to improve our contact operations. You will own a program responsible for measuring quality and compliance with hundreds of thousands of sellers worldwide each week, surfacing insights to our partner teams, then improving current and developing new processes for our specialists to engage with our sellers. This role is a unique blend of quality assurance, detailed insight analysis, and process improvement with the opportunity to drive significant global impact. This opportunity requires a leader with a DNA-level love of data and insights generation, who exudes passion for improving seller outcomes, and can analyze quantitative and qualitative feedback to identify improvements on behalf of our sellers. It’s a role that will appeal to those who are passionate advocates for accurate, replicable processes that benefit customers at scale.

The ideal candidate should have excellent analytical skills, be able to work in a cross functional, fast-paced environment, employ adept program management, and inspire positive change through excellent written and verbal communication skills. This role will work with internal operations and program owners to empower a better support experience for our sellers. The ideal candidate will strike a balance between entrepreneurial spirit and practical implementation, be capable of breaking down complex, ambiguous problems, and embody excellent communication with a keen sense and urgency and time management. This role requires attention to detail, comfort in ambiguous situations, an ability to influence without authority, and a strong ability to communicate effectively and understand the different needs of global customers.

Key job responsibilities

You must be able to:

• Create, optimize and drive programmatic elements of QA program strategy

• Create, analyze, and own internal reporting mechanisms, including QA reporting, and making recommendations to senior leadership

• Assure that daily, weekly and monthly reporting is accurately completed on time.

• Lead insights gathering form quality assurance audits and reports

• Responsible for analyzing trends that focus on improved performance, increased efficiencies, and overall specialist compliance.

• Identify process improvement opportunities and collaborate with internal teams to close performance gaps.

• Ability to understand impact of business decisions on the seller experience to drive appropriate messaging

• Collaborate and build partnerships with other internal QA and Operations teams

• Work across teams to effectively support content, training, and best practices for selling partners

• Understand customer (internal and external) needs, defining clear project plans and executing to high expectations in a fast-paced environment.

• Anticipate bottlenecks and make tradeoffs, balancing selling partner and specialist needs versus technical, program, or operational constraints.

• Advocate for the seller and specialist experiences

• Demonstrated ability to influence strategic and tactical results across diverse cultures from inception to completion

• Track record of delivering at a global scale.

A day in the life

As the Sr. Program Manager / Quality Assurance and Insights, you ensure quality compliance for Account Health Support, to improve seller outcomes. You will build, maintain, and improve quality assurance mechanisms, then generate insights and experiment with innovative ideas to improve adherence to SOPs that support our sellers. The successful candidate must demonstrate strong organizational intelligence, exceptional ability to build trust, strong verbal and written communication skills, and the ability to manage complex cross-team projects. You are self-motivated, solutions-oriented, comfortable with ambiguity, and innovative in developing best-in-class programs to evolve our strategy to connect, engage, and empower our selling partners.

About the team

Selling Partner Support (SPS) is responsible for creating a trustworthy shopping experience across Amazon stores worldwide by protecting customers, brands, selling partners and Amazon from fraud, counterfeit, and abuse as well as empowering, providing world‐class support, and building loyalty with Amazon’s millions of selling partners.

Selling Partner Trust (SPT) focuses on building and maintaining selling partner trust, preventing multiple forms of seller and vendor abuse, and reinforcing customer trust in our store.

Account Health Support (AHS) is a global team that provides Selling Partners with empathetic support while addressing their account health concerns.

Basic Qualifications

• 5+ 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

• Experience defining program requirements and using data and metrics to determine improvements

• Experience implementing repeatable processes and driving automation or standardization

• Experience in complex problem solving, and working in a tight schedule environment

• 5+ years of Microsoft Office products and applications experience

• 5+ years of working cross functionally with non-tech teams experience

• Attention to detail, excellent organization skills, and ability to manage multiple projects and responsibilities.

Preferred Qualifications

• 2+ years of driving process improvements experience

• Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field

• Experience working in an Operations (contact centers, call centers, etc.) or hospitality environment driving improvements that have resulted in measurable business impact

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.