Program Manager, Differentiated Support, Selling Partner Relationship Management

Our teams strive to make Amazon the best place for our Selling Partners to reach consumers, driven by the experience and support we provide them in growing their businesses locally and globally. We leverage technology including automation, self-service, associate tools, and machine learning to both prevent Seller, Vendor and Brand contacts based on knowledge obtained during our support interactions, and to handle those contacts with quality and efficiency.

We hire the world's brightest minds, offering an environment in which they can relentlessly detect, design, and drive solutions to improve the Amazon customer experience. We do this every day by solving complex business and technical problems with ingenuity and simplicity.

The Program Manager Selling Partner Relationship Management (SPRM), is a core member of the Selling Partner Support (SPS) program team and will own/lead key programs to improve quality of support and overall experience for our Selling Partners across North America. The ideal candidate will be customer obsessed with high bias for action and deep knowledge in data instrumentation and analytics. There is no shortage of opportunity to relentlessly advocate on behalf of our customers with data to influence and drive results.

The SPRM program is an account management approach to continuously advocating for, and driving improvements on behalf of our customers; 1) fostering a partnership between SPS and Premium SPs to set them up for success in catalog management, 2) Eliminate - detect, solution, and resolve customer-impacting issues upstream by providing relevant and timely insights into the product development cycle as seen by downstream events.

The core responsibilities of this opportunity include:

• \tAdvocate on behalf of Selling Partners in all engagements with SPS and Business teams.

• \tDrive people, process, and technology initiatives to optimize the Selling Partner experience end-to-end.

• \tDeliver program initiatives and improvements based on core SPS performance measurements.

Critical Skills to be Successful:

• \tLeader: Experience leading teams, whether directly or indirectly, to collaboratively deliver valuable results.

• \tInfluencer: Innovative leader with the ability to identify opportunities and influence organizations to gain support and overcome resistance with data and persuasion.

• \tDriver: Ability to successfully deliver end-to-end programs, working through obstacles across multiple teams and organizations.

• \tProblem Solver: Ability to utilize strong analytical and problem-solving skills to work through complex challenges.

• \tCommunicator: Ability to communicate clear and concise expectations and requirements with business and technology teams. Capacity to present well-reasoned and data-driven proposals in both verbal and written form.

We are looking for a candidate to work out of our Arlington, VA offices.

BASIC QUALIFICATIONS

- 2+ years of program or project management experience

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

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

- Experience using data and metrics to determine and drive improvements

- Experience working cross functionally with tech and non-tech teams

PREFERRED QUALIFICATIONS

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

- 2+ years of driving process improvements experience

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

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.

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