At Amazon Brazil we value Diversity, Equity and Inclusion (DEI) in all our job positions, therefore, we act intentionally so that our internal environment reflect the plurality of the businesses we play and the customers we serve.
In Brazil, we have a Diversity, Equity and Inclusion squad, which is formed by representatives from different roles and areas, as we understand that this agenda must have different perspectives and multiple experiences. Our leadership is committed and understands more and more their role in sharing and acting on our leadership principles, with the purpose of ‘Strive to Be Earth's Best Employer’. Understanding our responsibility and our need for change, we are conscientious that ‘Success and Scale Bring Broad Responsibility’
Our affinity groups are built from and by volunteers from different businesses and they are an active part of our DE&I strategies definition. Besides that, they act as ambassadors of this agenda, and they will support you from Day1. Remember, at Amazon ‘It’s always Day1’. Our groups are organized in the following fronts: BEN - Black Employee Network, Women@Amazon, Glamazon (LGBTQIA+) and People With Disabilities.

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Amazon Brazil is looking for a bright and customer obsessed candidate to join our team as a Program Manager in the Books TAM (Technical Account Management) team. The Program Manager will be responsible for owning or helping in multiple programs in the Books team: improving Support for strategic vendor partners, acting as an expert for Digital Account Setup for Kindle publishers and owning projects to improve the catalog/metadata quality of print and digital Books products in Brazil.

This PM will work closely with global support and technical teams to improve both the Publisher and Customer experience. They will inspect KPIs and drive new solutions across teams to ensure our vendors are receiving the best support and overall experience we can offer, representing and raising the bar for Brazilian publishers in global projects to ensure all local nuances are being considered, and creating local solutions when needed. They will also be experts in our technical part, helping to troubleshoot impactful or urgent issues.

The ideal candidate for this role should possess strong program/project management and data analysis skills, as well as an affinity to understand and solve technical issues. They should be able to deliver services against defined processes and actively contribute to continuous improvement initiatives, while also being comfortable with ambiguity, navigating areas that might not yet be completely structured. They will also be able to Earn Trust across a variety of stakeholder groups, Deliver Results autonomously, and make data driven decisions.



Key job responsibilities
The position will be responsible for the following:

* Consistently improve publisher and customer experience by advocating for publisher requirements, and uphold a high quality bar
* Inspect existing key performance indicators (KPIs) for global operational support
* Consistently define, launch, and improve standard operating procedures (SOPs) for resolving complex publisher inquiries and administering changes to publishers’ accounts and catalogs
* Partner with global teams to drive standardization of publisher support processes, and to leverage technology and process innovation to bring continuous improvement to the operation (scalability, efficiency, scope, etc.)
* Own root cause investigation and resolution across the team for urgent technical issues
* Own small and medium projects to improve Catalog quality and Publisher experience
* Work with global and local product development and shared services teams to improve the publisher experience through tools and education programs
* Drive internal cross-team collaboration to improve efficiency in the Catalog and Support space
* Advocate for Brazilian publishers within global and central teams to ensure local nuances are being considered in global projects, and work with local publishers to test new features, gather feedback and ensure their voices and pain points are being addressed internally

This position offers a unique opportunity to work at the most innovative online retailer with some of our top Brazilian publishers and multiple global teams, while managing small and medium projects and a possibility of expanding scope and impact.

About the team
The BR Books Technical Account Management (TAM) team ensures publishers have a trusted digital ingestion process with minimum defect, so they can deliver high quality books in the fastest way possible. TAM is responsible for a variety of operations and programs, such as operational troubleshooting related to the publication of print and digital books (digital content file, metadata, detail page etc.); improving ingestion processes to reduce defects, helping publishers to deliver higher quality titles and reducing the need for them to contact us for support; business development, improving digital selection metrics and Catalog quality.