Principal Program Manager, Voice of Seller

4 weeks ago

Seattle, United States Amazon Full time

The Strategic Account Services (SAS) organization strives to improve the Amazon customer experience by working directly with Selling Partners to enable more selection, reduce defects, and drive growth across their businesses. Our team invents and innovates across technology, processes and people to enhance the services we offer, improve selling partner engagement and satisfaction, and build scalable solutions.

The Principal Program Management for SAS’s Voice of Seller will be directly responsible for deeply understanding the needs of sellers to improve their experience on Amazon. You will dive deep into data to bridge quantitative data with seller anecdotes to identify the biggest opportunities to improve the selling experience. You will be responsible for setting the vision, crafting a strategy, and will work across multiple organizations to influence product roadmaps.

The ideal candidate will have strong experience in diving deep into data to identify insights and opportunities to accelerate business growth. You will have a track record of influencing multiple organizations and creating shared goals. You will 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.

Your superior communication, organizational and technical skills, will enable you to operate in a fast-moving and sometimes ambiguous environment, where you will have the autonomy to take full control and responsibility for achieving our business objectives. This role provides ample opportunity to develop original ideas, approaches, and solutions in a competitive and fast-moving environment.

Key job responsibilities
• Increase overall seller satisfaction by identifying opportunities across Amazon.
• Partner across multiple organizations to influence product roadmaps and create shared goals that improve the seller experience.
• Create mechanisms that capture the Voice of Seller across a broad range of products and service offerings.
• Establish new processes for multiple teams across Amazon to hear directly from SAS sellers.
• Create a vision for SAS’s Voice of Seller and create a strategy that supports the vision.
• Maintain a complete and thorough understanding of how we capture and calculate seller feedback across multiple systems.
• Develop and maintain relationships with key stakeholders inside and outside the of the SAS team.
• Tirelessly advocate for improvements to systems and processes that will benefit sellers.

- 10+ years of relevant experience in customer support, program management, or related field.
- Bachelor's degree or equivalent practical experience.
- Track record of developing business plans with a demonstrated ability to navigate ambiguous situations while effectively managing multiple projects and priorities across teams.
- Strong verbal/written communication and presentation skills, including an ability to effectively communicate with both business leaders and technical teams.
- Ability to work cross-functionally, building and maintaining trust with stakeholders/business customers.
- Experience using data analysis and reporting to guide business decisions and solve problems.

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