Program Manager, Ops Tools, Account Health Support
Are you passionate about automating processes and simplifying work? Is the opportunity to contribute toward Amazon's ability to scale operations inspiring? We are looking for experienced Program Manager coming from a technology background with the ability to deep dive, invent and simplify and who have a high degree of ownership.
We want you to help share and shape our mission to be Earth's most customer-centric company. Amazon's evolution from Web site to e-commerce partner to development platform is driven by the spirit of invention that is part of our DNA. We do this every day by inventing elegant and simple solutions to complex technical and business problems. We're making history and the good news is that we've only just begun.
Sellers’ trust in Amazon is our top priority and in this role, you will be tasked with building that trust over time by diving deep into how we measure our progress and helping to identify and prioritize key areas of focus. Amazon’s growth requires leaders who move fast, have an entrepreneurial spirit to create new solutions, have an unrelenting tenacity to get things done, and are capable of breaking down and solving complex problems.
The AHS Tools Program team manages customer relations management (CRM) tools and technology for Amazon's daily operations. The team is responsible for optimizing operational costs and leading security initiatives that protect Selling Partners and their data.
A Tools PM should have problem-solving skills, writing skills and a track record of on-time delivery of global projects. The successful candidate will be a self-starter, comfortable with ambiguity, create and maintain efficient processes, and will not only execute on the required skills but also be able to influence, educate, and drive results in a fast-paced, ambiguous environment.
You are security-minded and you want to make sure you investigate an issue thoroughly to provide the right resolution. You will consistently ask yourself “is there a better way to do this that is scalable while protecting our Customers?” The ideal candidate will strike a balance between an investigative nature to understand access controls as well as Customer focus to ensure operations teams have what they need to support Selling Partners. One must be able to quickly analyze requests against our risk framework, defined processes, and tenants to base decisions for applying an appropriate level of accessYou are security-minded and you want to make sure you investigate an issue thoroughly to provide the right resolution. You will consistently ask yourself “is there a better way to do this that is scalable while protecting our Customers?” The ideal candidate will strike a balance between an investigative nature to understand access controls as well as Customer focus to ensure operations teams have what they need to support Selling Partners. One must be able to quickly analyze requests against our risk framework, defined processes, and tenants to base decisions for applying an appropriate level of access
Key job responsibilities
Responsibilities include program scoping, launch design, collection and analysis, proposal of new standards, communication of results to senior Seller Trust leaders, and subject matter expert (SME) support for implementations of recommended improvements.
- Review and process access requests and maintain all security documentation, files, and records for future audits.
- Investigate access and control issues to ensure teams have the appropriate access, and action when they do not.
- Interact regularly with operations stakeholders at all levels to understand their requirements, document new findings, and make access control decisions.
- Own development and enhancement of access controls and security programs, ensuring they are developed and operated in accordance with internal and customer security policies.
- Drive continuous improvement for processes and initiatives to enhance the operational security efficiency of security programs.
- Monitor project plans, secure resources, drive change management strategies, and collaborate effectively to achieve project goals
- Effectively communicates - understands who needs information, what information is needed, who would provide that information, and when is the information needed. Is also able to write good narratives and business cases.
A day in the life
You will work directly with our international operations, Program Management, Analytics, Product/Tech to launch and maintain Ops tools to sustain and scale operations. You will also establish configuration standards for CRM tools and have data security as a top priority. Having open conversations with individuals will allow you to find the anecdotes that breathe life into what the data is showing. Your role will work to make Amazon build trust with Selling Partners, and ensure that our operations team is set up to provide superior support and insights to improve Seller trust and experience.
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
- Experience in driving end to end delivery, and communicating results to senior leadership
PREFERRED QUALIFICATIONS
- Master's degree in BI, finance, engineering, statistics, computer science, mathematics, finance or equivalent quantitative field
- 3+ years of driving end to end delivery, and communicating results to senior leadership experience
- Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
- Experience building processes, project management, and schedules
- Experience with automatic contact routing, VoIP and any contact center case management tools.
- Working knowledge of data and process modeling (i.e. process mapping, wire framing, simulation, developing logic, scripting and etc.) or Experience with programming/mark up/scripting languages (Java, JavaScript, Ruby, SQL, Markdown, HTML and CSS) is a plus.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability or other legally protected status.
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