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Description

Operations is at the heart of Amazon’s customer experience and differentiation. Our ambition is to be the earth’s most customer-centric business and set the industry standard for customer innovation and experience.

The Program Manager will work on identified big initiatives / projects/ opportunities across the different Programs owned by Operations Risk Compliance vertical. The PM will go through the complete project lifecycle – Problem definition, Scoping the problem out, Designing Solutions, Testing/ Piloting, Rollout of solutions as well as ensuring sustaining the change. The PM will need to collaborate across multiple stakeholders within such as operations, capacity planning, categories, learning & development as well as external teams such as tech partners, program teams towards project delivery. This is a fast-paced, challenging and deadline driven environment.

Key job responsibilities

 Work closely with operations and program team to identify areas for improvement

 Scope the problems out to define root cause bridge, quantification of root causes, identifying key levers to solve as well as prioritize the root causes basis severity

 Design solutions for fixing gaps keeping in mind pros/ cons, short term/ long term, other external changes upcoming, define expected results in terms of input, output, control metrics.

 Test/ Pilot solutions to assess the solutions ability to deliver goals/ iterate solutions

 Rollout across the program/ across programs, track compliance (define ramp plan, ensure training materials, coordinate with on-boarding/ nesting for trainings)

 Design effective ways of ensuring sustainability.

I. Skills

a. Strong written and spoken communication skills

b. Good working knowledge of MS Office Suite

II. Ability to

a. Multi task in a fast paced environment

b. Operate in the system with speed and accuracy necessary to meet Amazon standards

c. Handle stressful situations, maintain composure, and communicate clearly with both internal and external stakeholders

III. Demonstrate

a. Passion for Business Development

b. Strong interpersonal skills

c. Excellent listening skills

d. Excellent data accuracy skills, eye for detail, and commitment to meet deadlines

IV. Critical Qualities / Characteristics

a. Pace of implementation and consistency in performance

b. Willingness to take initiatives and additional responsibilities

c. Willingness to travel

d. Commitment and completion factor

e. Peer respect - establish and maintain cooperative working relationships

f. Creative and analytical problem solvers with a passion for operational excellence

g. Identify areas of possible process improvements

V. Operations

a. Meet and interact with Local vendors on Day-to-Day basis in initial process setup.

b. Flag possible escalation, dive deep to recommend and implement corrective actions

c. Flag any updates received from stakeholders on process to Team Lead/Manager

d. Be part of client calls to raise challenges, lead, and document conference discussions

Key job responsibilities

The Program Manager will work on identified big initiatives / projects/ opportunities across the different Programs owned by Operations Risk Compliance vertical. The PM will go through the complete project lifecycle – Problem definition, Scoping the problem out, Designing Solutions, Testing/ Piloting, Rollout of solutions as well as ensuring sustaining the change. The PM will need to collaborate across multiple stakeholders within such as operations, capacity planning, categories, learning & development as well as external teams such as tech partners, program teams towards project delivery. This is a fast-paced, challenging and deadline driven environment.

Training and Error Resolution: Provide training to vendors on catalog content, PO management, and shipment processes, while identifying and correcting errors, maintaining accurate records of tasks performed.

Process Improvement: Take ownership of process improvement initiatives, identifying areas for operational efficiency, and actively participating in stakeholder meetings and calls.

Communication and Coordination: Maintain strong communication with both internal and external stakeholders, managing vendor relationships through face-to-face interactions and handling escalations or updates.

Multi-tasking and Problem-solving: Operate efficiently in a fast-paced environment, handling multiple tasks, addressing issues proactively, and demonstrating a passion for operational excellence.

A day in the life

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About the team

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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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