Program Manager II, WW FBA - SOps

Fulfillment by Amazon (FBA) enables millions of sellers worldwide to leverage Amazon's world-class fulfillment network - from storage and pick-pack-ship to customer service and returns. FBA Support Operations (S-Ops) is the team that ensures sellers receive best-in-class support throughout their FBA journey. We manage end-to-end seller support across multiple FBA programs, drive contact elimination through automation and process improvement, and continuously raise the bar on seller experience. Our mission is to make every seller interaction effortless - and where possible, eliminate the need for sellers to contact us at all.

The FBA S-Ops org is looking for a Program Manager who will launch and scale new seller engagement use cases, improve seller engagement ops efficiency, and drive Voice of Seller (VoS) solutions to close seller experience gaps. In this role, you will own the end-to-end program lifecycle from intake to launch, surface seller pain points through data-driven root-cause analysis, and partner cross-functionally to implement preventative fixes. You'll lead as a voice of the sellers for internal teams to ensure the right bar for seller experience, and systemic root cause fixes are in place to avoid recurring issues for our sellers.

Successful candidates will have experience with Program Management in a broad, global organization, have experience working with a variety of cross-organizational stakeholders, and be able to juggle competing priorities. We are looking for someone who is detail-driven, can create processes from scratch, has good problem solving and deep dive abilities. Ability to navigate ambiguous programs while keeping a high bar on quality of outputs is a must.

Key job responsibilities

Own end-to-end program lifecycle for new seller engagement use cases: intake, assessment, design, change management, launch, and BAU integration across multiple FBA programs

Establish SOP's which promote the adoption of appropriate solutions and sustainability of desired results in complex operational environments and large scale launches

Partner with WW FBA teams to prioritize and execute new use cases; coordinate across Capacity Planning, WFM, Training, SOP, and Seller Engagement Ops teams for seamless launches

Work with product managers and leaders to ensure that strategies scale, and make smart trade-offs (e.g., short- vs. long-term needs). Identify gaps between teams, processes and plans, and demonstrate good judgment in how and when to escalate

Own the VoS pipeline end-to-end: intake seller pain points, develop clear and concise root-cause analysis (RCA) and write-ups, implement solutions with cross-functional owners, and measure impact

Identify and close SX gaps through data-driven insights and cross-functional partnership with Product, Tech, and Policy teams

Drive ops efficiency improvements - reducing waste, improving throughput, and optimizing seller engagement resource allocation

Serve as escalation point for seller issues: own investigations to identify root-causes, drive resolution, identify preventative solutions with cross-functional business owners, and track progress through closure

Deliver measurable improvements across key ops and SX metrics

Collaborate and build relationships with cross functional teams to ensure seamless execution and process excellence

About the team

We are open to hiring candidates to work out of one of the following locations:

Bangalore, KA, IND

Basic qualifications

- 3+ years of program or project management experience

- 3+ years of working cross functionally with tech and non-tech teams experience

- 3+ years of defining and implementing process improvement initiatives using data and metrics experience

- Bachelor's degree

- Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL

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

Preferred qualifications

- 3+ years of driving end to end delivery, and communicating results to senior leadership experience

- 3+ years of driving process improvements experience

- Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization

- Experience building processes, project management, and schedules

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