Program Ops Manager, EU FBA

Amazon currently seeks a creative, dynamic, and experienced Program and Process Improvement Individual to join our EU FBA Support Operations team and drive organization's transformation through Seller Experience, Escalations and automation initiatives. This role will drive strategic change management, oversee organization process and spearhead programs and drive close execution coordination while ensuring seamless integration of AI solutions. A successful candidate must be able to work independently, thrive in ambiguous environments, effectively influence internal/external partners at all levels of the organization. This role will particularly suit someone with a strong innovative mindset, relationship building skills, operational excellence, superior project management capabilities, and strong stakeholder management experience.

Some of the qualities that we are looking for: you are results-oriented (and have a track record of repeatedly delivering great results); you are an innovator (and have already proven it); you have the intellect and horsepower to solve really complex problems (some may say impossible to solve); you are an owner, and do what it takes to make your team successful; you have relentlessly high standards (some may say too high); you are customer obsessed; you operate well in an ambiguous environment; and finally, you have a burning desire to be a part of something really big.

Key job responsibilities

Develop and manage data driven analysis by coordinating with wider organization and set goals, track progress and report in weekly, monthly and quarterly business reviews.

• Drive complex strategic projects that deliver significant improvements in Seller Experience, productivity, and lowest cost-to-serve for Selling Partners and Amazon
• Collaborate with program stakeholders to clarify requirements and objectives. Write business requirements documents and ensure clear communication and coordination of requirements to the business and development teams.
• Establish business goals, as well as supporting metrics and key performance indicators (KPI) for success
• Build and maintain strong relationships with key stakeholders across global product, program and operational teams to build scalable solutions
• Assess escalation eligibility, severity, seller impact, and urgency; prioritise cases against agreed tiered SLAs.
• Dive deep into case histories, operational data, financial records, and stakeholder inputs to establish facts and identify root causes.
• Develop investigation and resolution plans with clear actions, named owners, dependencies, and timelines.
• Resolve ownership gaps, challenge incomplete findings, and escalate blocked decisions with evidence and recommended next steps. A day in the life A typical day will focus on reviewing daily metrics, inflow and status of initiatives to improve Seller Experience and reduce Cost to Serve for Sellers and for Amazon, analyzing data to drive efficiency improvements, and collaborating with global teams to enhance seller services. They'll split their time between identifying process gaps, performing escalations and driving daily executions cultivating AI/automation and program management spirit, working with team, implementing process improvements using Lean/Six Sigma methods, and developing Automation solutions to reduce costs while improving service quality for Amazon's selling partners.

Basic qualifications

- Bachelor's degree or equivalent qualification in Math, Engineering, Science or Business

- Experience recognizing a challenge and working with a variety of teams and data sources to diagnose the problem and recommend solutions

- Experience in stakeholder and communication management

- Experience owning end-to-end programs to drive results

- Experience escalating issues, anticipating and making trade-offs, balance the business need versus other constraints and maximize business benefit while building great customer experiences

- Experience communicating complex information and solutions to senior stakeholders and influencing decisions, or experience in identifying incomplete or inaccurate data, identifying the root cause and creating/implementing an escalation plan

- Experience in identifying incomplete or inaccurate data, identifying the root cause and creating/implementing an escalation plan, or experience delivering results for large, cross-functional initiatives/projects

Preferred qualifications

- Master's degree in Engineering (any domain) or foreign equivalent, Operations, Business Administration, or a related field

- Knowledge of at least one data-focused technology tool, such as Python, SQL, Alteryx, Amazon QuickSight, or similar

- Experience using Lean Process Improvement, Six Sigma methodologies or related performance metrics/process improvements to increase efficiency within processes, forecasting, planning, optimization, and logistics

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.