Description
Sr. Program Manager, FBA Support Operations IndiaWW Selling Partner Services (SPS) is focused on making Amazon the safest and most trusted company on earth for customers, brands, and selling partners and the best place to build a successful business. Within SPS, Fulfillment by Amazon (FBA) is a service selling partners engage to make their items available to customers around the world who take advantage of Amazon Prime. FBA Support Operations is a critical bridge between Amazon’s product, technology, and fulfillment network teams and our selling partners. We currently serve the US, CA, EU, JP, AU, MX, and BR marketplaces, but our vision is to build a global team that follows the sun. Our work spans over 70 workstreams – from individualized coaching of selling partners, to resolving cases when something goes wrong in the inbound shipping and fulfillment processes, to identifying and correcting defects in selling partner shipments that can add cost and risk safety and customer experience.The Senior Program Manager is responsible for all aspects of stakeholder management in support of key workstreams within FBA Support Operations. This role will work directly with key stakeholders based in India, China, and USA including Product Management, Operations Support, Change Process Management, Engineering, Business Intelligence, New Business Development, and Operations to ensure process, tools, policy, technology, and reporting updates and changes are clearly communicated, rolled out with appropriate notice, and regularly followed up on. This leader will act as the interface between FBA Support Operations and these teams, serving a critical role to give people leaders the space they need to index toward team leadership and results. This will start as an Individual Contributor role, but may grow into managing a small number of program managers.We are looking for a strategic and data-driven leader who is passionate about innovating and optimizing across people, processes and technology to be a world-class support organization. The ideal candidate is an influential leader with experience managing a large operational team OR global programs, and a proven track record of leading by influence to deliver big results. They are able to continuously improve the operational efficiency of the organization they support through good prioritization, and communication skills, as well as the ability to navigate ambiguity and influence senior stakeholders. They have the capability and passion to identify how technology improvements can complement operational excellence to deliver increasingly better outcomes. They believe at their core that leaders operate at all levels of an organization.Key job responsibilities
We Are Opening 2 Specific Roles
- Be the global single-threaded leader for casework that helps selling partners resolve discrepancies between what was shipped to, and received by, Amazon. (Missing From Inbound workstreams)
- Be the global single-threaded leader for casework that helps selling partners resolve discrepancies, lost and damaged items, and fees charged in error for inventory previously received by Amazon (Non-Missing From Inbound workstreams).
In This Role, You Will
Collaborate with, and influence the engineering, product management, program, and executive teams on key initiatives, metrics and needs for this business.
- Understand trends our selling partners are experiencing.
- Insist on the highest standards to solve selling partner problems quickly, effectively, and transparently.
- Partner with senior Operations leaders in regular Gemba walks, ensuring that associates’ voices are heard and considered in process improvement opportunities
- Act as a 2-way conduit for ideas on improving process, associate experience, and seller experience by fostering ideas from within the Support Operations teams (via Gemba and other mechanisms), and ensuring smooth planning, roll-outs, and adoption of process and technology changes generated by key central stakeholders.
A day in the lifeThis is a high visibility opportunity to lead a critical program in the largest organization in all of FBA. This role will be responsible for executing end-to-end process improvement programs that result in the standardization of business processes and implementation of best practices. You will lead large initiatives, coordinating the work of internal and partner teams. Responsibilities include risk management assessment, program scoping, launch design, data collection and analysis, site visits, proposal of new standards, communication of results to senior management. \You will own business results that are scrutinized at senior levels of FBA and SPS, and will also make time specifically to work with your most junior front-line associates to solve problems and generate innovations on behalf of our selling partners.
About The Team
FBA Support Operations India comprises over 1,400 front line associates and more than 50 exempt leaders, and is based in Hyderabad and Bangalore. The team is responsible to execute 70+ critical workstreams to solve problems for Amazon's Selling Partners. In FBA Support Operations, we obsess over the Seller experience and our front-line associate experience. We believe leaders operate at all levels and treat all employees with respect. Join us! Work hard, have fun, and make history!
Basic Qualifications
- 5+ years of working cross functionally with tech and non-tech teams experience
- 5+ years of program or project management experience
- 5+ years of delivering cross functional projects experience
- Experience defining program requirements and using data and metrics to determine improvements
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
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
Company
- ADCI - KarnatakaJob ID: A3040153
