Program Manager, Executive Selling Partner Relations

4 weeks ago

Seattle, United States Amazon.com Services LLC Full time
The Selling Partner Support (SP-Support) organization’s goal is to enable 3P Selling Partners and Vendors of any size by helping them build the business they want. SP-Support strives to predict our Seller's needs before they recognize they may have a problem, create innovative self-help tools, and provide solutions to help our partners better serve their customers. The SP-Support Operations team acts as the primary interface between Amazon and our 3rd Party business partners. The Executive Selling Partner Relations team is a role model for the SP-Support organization.

The Executive Selling Partner Relations team is looking for an Executive Inquiries Leader to join our team who are Selling Partner Obsessed and passionate about improving the Selling Partner experience. This person will be responsible for responding to 3P Selling Partner escalations directed to senior executives (L8+), or through highly escalated SP-Support contacts. The Executive Inquiries Leader will be responsible for assisting with the resolution of executive write-ups and summaries, and resolving 3P Selling Partner issues.

Executive Inquiries Leaders work at an autonomous level with little to no supervision. They manage multiple Root Cause Analysis (RCA) projects simultaneously, and starting at the director level keep other teams and stakeholders accountable to ensure that RCAs are driven to completion by aggressive deadlines. They are responsible for gathering the necessary information on any escalation received and owning the Seller Experience to regain trust. Simultaneously while resolving the Seller's issue, they deconstruct pain-points from the ground up and work to identify any process gaps through LEAN methodologies. Once they gather all the underlying information needed and are capable of pinpointing root causes, they work with other stakeholders and business teams to create preventative action plans to fix the issue at the root and eliminate the risk of future occurrences. Lastly, they compile all this information into formal reports to be shared directly with senior leadership teams at Amazon.

Position can be located in the following cities:
Seattle, WA
Arlington, VA

Key job responsibilities
* Address’s Selling Partner issues by helping the Seller directly, but also by identifying the root cause of the Seller experience failure and presenting findings and recommendations to the right people throughout the company who can fix the process or technology that caused the Selling Partner pain point.
* Flexible schedule which will include an on-call rotation, occasional weekend coverage, and required to be able to work normal PST hours most days (8-5), regardless of location.
* Provide a root cause analysis document to top level executives that details what preventative actions are being taken to address the root cause(s) of an escalation.
* Communicate effectively and professionally with other departments and lead frequent meetings with L5-L7 stakeholders to drive escalations to resolution.
* Periodically send detailed reports to Senior Leadership from various business teams.
* Maintain aggressive service levels.
* Timely and accurate reporting on escalation status’s by maintain data entries in a SharePoint and other mechanisms.
* Point of contact for high-visibility escalations.

We are open to hiring candidates to work out of one of the following locations:

Arlington, VA, USA | Seattle, WA, USA

BASIC QUALIFICATIONS

- 3+ years of program or project management experience
- 3+ 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

- 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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