Senior Program Manager

Senior Program Manager

Amazon
Beijing China
5-8 years
Not Specified

Job Description


Job Description :
ABOUT THE TEAM:
Amazon strives to be Earth's most customer-centric company where people can find and discover virtually anything they want to buy online. By giving customers more of what they want - low prices, vast selection, and convenience - Amazon continues to grow and evolve as a world-class e-commerce platform. To expand the selection of products available to customers Amazon engages with Selling Partners who offer their catalogue of products on Amazons’ global ecommerce platforms.
Selling Partner Support (SPS) strives to make Amazon the best way for Selling Partners to reach customers locally and globally and to operate their businesses, driven by the accurate and efficient support we provide them. CN SPS team is seeking a passionate professional for the Senior Change Program Manager (CPM) role.
ABOUT THE ROLE:
Senior Change Program Manager (CPM) aim to provide the perfect customer experience as Amazon launches changes that impact Selling Partners. We focus on delivering high-quality change, and view every change as a Trustbusting or Loyalty-Building experience.
Changes are in the form of new or existing features/programs/policies initiated by business and technical teams in Amazon. Within CN SPS team, the role will focus on changes that may impact CN-based Selling Partners who are selling on Amazon worldwide.
Responsibilities include:
· Interfacing between Amazon business teams, WW CPMs and Selling Support Operations to enable change.
· Collaborating with operational, training, product, and software development teams to identify, define and specify solutions that create the conditions for Selling Partner success and satisfaction.
· Building collaborative relationships to identify and resolve defects to create and execute quality change.
· Problem-solving, strategic to real-time, requiring extensive use of data collection and analysis, and preparing and executing regular program updates to senior management.
· Being a visible and vocal role model across the wider business for Amazon’s customer-centric culture, championing Selling Partner needs and using data and technology to anticipate and exceed them.
Basic Qualifications :
· 5+ years experience in program or project management
· Experience defining requirements, facilitating progress and identifying blockers
· Experience using data and metrics to drive improvements
· Experience implementing repeatable processes and driving automation or standardization
· Experience working with multiple and global stakeholders
· Ability to deliver independently with limited guidance, and demonstrate sound judgment in ambiguous situations
· A Bachelor's degree or higher
· Excellent written and verbal communication skills in English
Preferred Qualifications :
· Experience in Support Operations (Contact Center)
· Education or certification background such as; MBA, Six Sigma or Lean Techniques
· Experience managing, analyzing and communicating results to senior management
· Experience with commitment towards goals and outcomes and to ensure Customer Experience metrics are maintained

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