Sr Manager, Program Management, Amazon Warehousing and Distribution
Amazon.com
The Amazon Warehousing and Distribution (AWD) team is looking to hire a data-driven, customer-obsessed, and visionary Sr. Manager to lead the AWD Seller Success team to accelerate the growth of the AWD business through defining and designing best in class Seller experience for all AWD selling partners and enterprises worldwide.
AWD innovating on behalf of global sellers everywhere to power maximum supply chain optimization, cost savings, and growth for their on and off-Amazon sales channels worldwide. This strategic product is at the center of Supply Chain by Amazon, a key initiative to offer Amazon’s logistics solutions to sellers to help them streamline their supply chain, save cost, and grow their business by easily reaching millions of customers in marketplaces worldwide.
AWD’s vision is to become the global bulk storage and distribution of choice for sellers globally, by creating a white glove, best in class experience that transforms what it means for sellers to work with Amazon to become an enjoyable experience at every step of the process. Not only will managing their inventory and sales channels be easy to do, but they’ll have complete confidence in their end-to-end supply chain with 360 transparency into how their products are performing, where their inventory is, and how they can save cost while growing their business exponentially. AWD will do this by building a suite of loveable experiences that power the umbrella suite of supply chain solutions under the Supply Chain by Amazon brand.
This leader will be responsible for designing and implementing programmatic and analytical infrastructure for measuring and reporting on the quality of the seller experience, and driving cross-functional mechanisms that enable business, product, and tech leaders across the seller experience to inspect and deliver experiences that consistently and measurably meet defined standards.The role's peers and day-to-day collaborators include senior leaders across the AWD, SP Support (SPS), DP&R (FBA Support Ops), Global Mile (GM), PCP (Partner Carrier Program), SCI (Supply Chain Innovation), FBA, MCF (Multi Channel Fulfillment) & BWP (Buy with Prime)organizations, and this role's deliverables will have visibility at the director and VP levels.
The successful candidate will be exceptional at working backwards from selling partners to understand their customer journey, is skilled at communicating with cross-functional, global business leaders, has business judgment, is exceptional at diving deep, has experience with controllership, and possesses analytical capabilities. The candidate will dive deep into core pain points experienced by selling partners and work with builder teams to innovate new solutions to alleviate those pain points in a measurable, impactful way. The candidate should have a track record in building a team and driving them to deliver on stretched goals.The candidate should also have a demonstrated ability to think strategically about business, product, and technical challenges, along with the ability to come up with original approaches and operational improvements.
Key job responsibilities
Selling Partner-Focus:
Develop a thorough understanding of Selling Partner needs and pain points, both existing and potential. Use that knowledge to drive delivery of studies and services that enable business and operational leaders to provide Amazon Selling Partners with an exceptional experience. Tirelessly advocate for improvements to systems and processes that will benefit associates and/or sellers.
Manage operational and SX metrics:
Ensure seller satisfaction and that existing Service Level Agreement measures are met; Be fully accountable results of the seller success teams. Manage seller support service levels including: time to resolve, aged cases, false positives, time for first response, and cases per SP. Drive process improvement and operational excellence by improving defects and time to resolve cases
Stakeholder management:
Build relationships with internal and partner team stakeholders to understand and evaluate business priorities, define shared opportunities and requirements, and establish information/data sharing mechanisms. Work alongside stakeholders to define and execute actions from identification to implementation. Influence stakeholders, up to executive level, to take ownership of defects and drive solutions to improve the Selling Partner experience.
Team leadership:
Lead and develop a large team of people managers to drive Seller Experience (SX) initiatives and leadership goals including Contacts Elimination and Contacts Reductions, contacts resolution SLAs, managing escalation. Carry out full people and performance management responsibilities, driving career development and team productivity.
Strategy & Innovation:
Work with stakeholders team to set strategy, define the priorities and mechanisms, and make appropriate high-judgment trade-offs between deep dive and speed-to-action. Drive roadmap, prioritization, and metric ownership, definitions, segmentation, and instrumentation decisions, etc. Anticipate bottlenecks, manage risk and escalations, and balance the business needs versus technical constraints.
AWD innovating on behalf of global sellers everywhere to power maximum supply chain optimization, cost savings, and growth for their on and off-Amazon sales channels worldwide. This strategic product is at the center of Supply Chain by Amazon, a key initiative to offer Amazon’s logistics solutions to sellers to help them streamline their supply chain, save cost, and grow their business by easily reaching millions of customers in marketplaces worldwide.
AWD’s vision is to become the global bulk storage and distribution of choice for sellers globally, by creating a white glove, best in class experience that transforms what it means for sellers to work with Amazon to become an enjoyable experience at every step of the process. Not only will managing their inventory and sales channels be easy to do, but they’ll have complete confidence in their end-to-end supply chain with 360 transparency into how their products are performing, where their inventory is, and how they can save cost while growing their business exponentially. AWD will do this by building a suite of loveable experiences that power the umbrella suite of supply chain solutions under the Supply Chain by Amazon brand.
This leader will be responsible for designing and implementing programmatic and analytical infrastructure for measuring and reporting on the quality of the seller experience, and driving cross-functional mechanisms that enable business, product, and tech leaders across the seller experience to inspect and deliver experiences that consistently and measurably meet defined standards.The role's peers and day-to-day collaborators include senior leaders across the AWD, SP Support (SPS), DP&R (FBA Support Ops), Global Mile (GM), PCP (Partner Carrier Program), SCI (Supply Chain Innovation), FBA, MCF (Multi Channel Fulfillment) & BWP (Buy with Prime)organizations, and this role's deliverables will have visibility at the director and VP levels.
The successful candidate will be exceptional at working backwards from selling partners to understand their customer journey, is skilled at communicating with cross-functional, global business leaders, has business judgment, is exceptional at diving deep, has experience with controllership, and possesses analytical capabilities. The candidate will dive deep into core pain points experienced by selling partners and work with builder teams to innovate new solutions to alleviate those pain points in a measurable, impactful way. The candidate should have a track record in building a team and driving them to deliver on stretched goals.The candidate should also have a demonstrated ability to think strategically about business, product, and technical challenges, along with the ability to come up with original approaches and operational improvements.
Key job responsibilities
Selling Partner-Focus:
Develop a thorough understanding of Selling Partner needs and pain points, both existing and potential. Use that knowledge to drive delivery of studies and services that enable business and operational leaders to provide Amazon Selling Partners with an exceptional experience. Tirelessly advocate for improvements to systems and processes that will benefit associates and/or sellers.
Manage operational and SX metrics:
Ensure seller satisfaction and that existing Service Level Agreement measures are met; Be fully accountable results of the seller success teams. Manage seller support service levels including: time to resolve, aged cases, false positives, time for first response, and cases per SP. Drive process improvement and operational excellence by improving defects and time to resolve cases
Stakeholder management:
Build relationships with internal and partner team stakeholders to understand and evaluate business priorities, define shared opportunities and requirements, and establish information/data sharing mechanisms. Work alongside stakeholders to define and execute actions from identification to implementation. Influence stakeholders, up to executive level, to take ownership of defects and drive solutions to improve the Selling Partner experience.
Team leadership:
Lead and develop a large team of people managers to drive Seller Experience (SX) initiatives and leadership goals including Contacts Elimination and Contacts Reductions, contacts resolution SLAs, managing escalation. Carry out full people and performance management responsibilities, driving career development and team productivity.
Strategy & Innovation:
Work with stakeholders team to set strategy, define the priorities and mechanisms, and make appropriate high-judgment trade-offs between deep dive and speed-to-action. Drive roadmap, prioritization, and metric ownership, definitions, segmentation, and instrumentation decisions, etc. Anticipate bottlenecks, manage risk and escalations, and balance the business needs versus technical constraints.
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