Program Manager I, Executive Selling Partner Relations, Social Media

Description

The Selling Partner-Support (SP-S) organization’s goal is to enable 3P Selling Partners and Vendors of any size by helping them build their business and navigate any challenges they may be facing. SP-S 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-S Operations team acts as the primary interface between Amazon and our 3rd Party business partners. The Executive Selling Partner Relations (ESPR) team is a role model for the SP-Support organization and an advocate for the Selling Partner experience.

The ESPR Social Media team is looking for a Program Manager to join our team who is Selling Partner Obsessed and passionate about improving the Selling Partner experience. This person will be responsible for responding to 3P Selling Partner escalations directed Amazon and senior executives (L8+) via social media channels, or through highly escalated SP-Support contacts. The ESPR Social Media team will be responsible for identifying root cause, achieving issue resolution, and driving preventative actions that will avoid a similar experience in the future.

ESPR Social Media Program Managers work independently with little to no guidance, leaning on their skill-based knowledge and program management skills to deliver results. They are responsible for de-escalation and owning the Selling Partner experience to regain trust. Simultaneously while resolving the Selling Partner’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.

Position is located virtually in the United States.


Key job responsibilities
- Address Selling Partner issues by working with the them directly to understand their experience.
- Identify root cause of the Selling Partner experience failure and making recommendations to key business owners throughout the company to fix the process or technology that caused the Selling Partner pain point.
- Communicate effectively and professionally with other departments and lead frequent meetings with L5-L7 stakeholders to drive escalations to resolution.
- Point of contact for high-visibility escalations.
- Maintain high sense of urgency to drive resolution and defect elimination.

Basic Qualifications

- 1+ years of program or project management experience
- Knowledge of Excel at an intermediate level (e.g., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, etc.)
- Bachelor's degree or equivalent
- 2+ years of experience within the Selling Partner-Support organization

Preferred Qualifications

- Knowledge of Lean principles and DMAIC methodology
- Experience in a highly analytical, results-oriented environment with cross functional interactions
- Experience in requirement gathering and ability to write clear and detailed requirement document
- Strong working knowledge of SharePoint, Excel, and project management tools

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.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $50,100/year in our lowest geographic market up to $107,200/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.