Senior Program Manager, Account Health Support - Contact Experience

- 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 - 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.
Please note: Position is based in Tempe, AZ (Remote exceptions not available), with 3 days in office per week.
This is a high-visibility role at the heart of the Account Health Support (AHS) Contact Strategy and Integration team, and requires a talented person with a passion for working backwards from our customer – our Selling Partners.
Driving positive seller experiences is a core function of the Selling Partner Empowerment, Communities, and Trust (SPECT) organization and AHS is on the support frontlines.
We are seeking an experienced, high-judgment, data-driven, and results-oriented senior program manager who can inspire leaders and stakeholders worldwide to join our team to own the strategy to deliver effective communications to deliver improved outcomes for our Selling Partners.
As the AHS Sr.
PM, Contact Experience, you are strategically placed in a key position to engage with a global operations team and tech stakeholders to improve the effectiveness or our support.
In this high-profile role, you will collect and analyze the contact experience from a seller perspective to drive product driven solutions.
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, the ability to develop and influence product and program roadmaps, and a strong capability to communicate effectively and understand the different needs of global customers in a cross functional, fast-paced environment.
The AHS Sr.
PM, Contact Experience role is a unique blend of customer advocacy and detailed insight analysis, with the opportunity to drive significant global impact.
This role requires a leader with a DNA-level love of data, who exudes passion for improving both seller and internal operations associate experience.
It’s a role that will appeal to those who are passionate advocates for providing world-class support to sellers in Amazon’s stores.
We strive to use existing trends to predict seller needs before they recognize they may have a problem, create innovative self-help tools, and provide solutions to help our Selling Partners help themselves to better serve our customers.
Key job responsibilities You must be able to: - Work backwards from customer pain points to identify product and program solutions that will surprise and delight the customer -Execute and track end-to-end operational analysis programs which result in impactful Seller Experience enhancements.
- Create a roadmap that will require buy in from multiple external dependencies, bridging the gap between operations, program managers, product managers and SDEs to deliver on high complexity initiatives.
- Interact with stakeholders at multiple levels and dynamically lead business and product teams to define and deliver solutions to improve communication channels.
- Ability to understand impact of business decisions on the seller experience to drive appropriate messaging - 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.
- Demonstrated ability to influence strategic and tactical results across diverse cultures from inception to completion A day in the life As the AHS Sr.
PM, Contact Experience, you ensure Account Health Support delivers positive outcomes for our sellers through our contact channels.
You will generate insights and experiment with innovative ideas to optimize the communication channels we use to support our sellers.
The successful candidate must demonstrate strong data literacy, organizational intelligence, an 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 communications to evolve our strategy to connect, engage, and empower our selling partners.
About the team Account Health Support (AHS) is a global team that provides Selling Partners with empathetic support while addressing their account health concerns.
The Experience and Insights team within AHS is a reliable source in Selling Partner Empowerment, Communities, and Trust (SPECT) for account health seller experience data, including AHS contact volume, seller feedback mechanisms, and detailed data on seller account health outcomes.
We are open to hiring candidates to work out of one of the following locations: Tempe, AZ, USA - 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 in program or project management - Experience working cross functionally with tech and non-tech teams - Knowledge of Excel at an intermediate level (e.
g.
, pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, etc.
) - 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.