Amazon.com Services LLC

Sr. Program Manager, PSAS Expansions Process Improvement Specialist

Amazon.com Services LLC

September 14, 2021

  • 5+ years of experience in program or project management
  • Experience using data and metrics to drive improvements
  • Experience owning program strategy, end to end delivery, and communicating results to senior leadership
  • Driving improvements to processes, prioritization and resourcing planning, and decision alignment across functions and levels
  • Helping to define and drive team strategies, and overall program strategy and roadmaps in collaboration with business partners and key stakeholders
  • To support the delivery of better value and greater efficiency through the identification and elimination of unnecessary complexity within processes and identification of better ways of working
  • To actively monitor project risks to foresee/identify potential problems and proactively identify solutions to address in advance ·
  • To assist in the development and implementation of a ‘best-in-class’ continuous improvement strategy
  • To work closely with business partners and key stakeholders to build a continuous improvement environment to support our program
  • Partnering with other teams to understand roadmap dependencies and agreeing prioritization
  • Launching programs and promoting engagement with stakeholders
  • Addressing barriers through problem solving and coordination with stakeholders
ABOUT THE TEAM:
Customer Trust & Partner Support (CTPS) is responsible for creating a trustworthy shopping experience across Amazon stores worldwide by protecting customers, brands, selling partners and Amazon from fraud, counterfeit, and abuse as well as empowering, providing world‐class support, and building loyalty with Amazon’s millions of selling partners. We value individual expression, respect different opinions, and work together to create a culture where each of us is able to contribute fully. Our unique backgrounds and perspectives strengthen our ability to achieve Amazon's mission of being Earth's most customer-centric company.
Within CTPS, Partner Support and Solutions (PSAS) strives to make Amazon the best way for Partners to reach customers locally and globally and to operate their businesses, driven by the accurate and efficient support and solutions we provide them. PSAS focuses on both preventing Selling Partner (Seller, Vendor and Brand Registry) contacts based on knowledge obtained during our support interactions, and for handling those contacts with quality and efficiency.
ABOUT THE ROLE:
Partner Solution and Support (PSAS) Expansions Team is seeking a passionate and experienced Process Improvement Program Manager to join our team in one of our regional corporate locations. You will help build our ability to roll out new marketplaces at scale. As a new Team developing our ways of working, you will focus on continuous process improvement mechanisms and work cross-functionally to create standards of operational excellence within the organization. You will dive deep into our processes and metrics to proactively identify pain areas and manual processes subject to errors, which will be reviewed for automation and process improvement. You will also assess risks, anticipate bottlenecks, make trade-offs, balance the business needs versus technical constraints, and encourage risk-taking behavior to maximize business benefit.
Key responsibilities include:
  • Driving improvements to processes, prioritization and resourcing planning, and decision alignment across functions and levels
  • Helping to Define and drive team strategies, and overall program strategy and roadmaps in collaboration with business partners and key stakeholders
  • To support the delivery of better value and greater efficiency through the identification and elimination of unnecessary complexity within processes and identification of better ways of working
  • To actively monitor project risks to foresee/identify potential problems and proactively identify solutions to address in advance ·
  • To assist in the development and implementation of a ‘best-in-class’ continuous improvement strategy
  • To work closely with business partners and key stakeholders to build a continuous improvement environment to support our program
  • Partnering with other teams to understand roadmap dependencies and agreeing prioritization
  • Launching programs and promoting engagement with stakeholders
  • Addressing barriers through problem solving and coordination with stakeholders
  • Education or certification background such as; MBA, Six Sigma or Lean Techniques
  • Overall experience of over 10 years with minimum 5-7 years proven continuous improvement analytical experience from a similar role, including project management and business analysis
  • Ability to work independently and demonstrate sound judgment in ambiguous situations
  • Ability to define Program Management strategies; ability to deliver independently, with limited guidance and structure.
  • Experience managing, analyzing and communicating results to senior management
  • Experience working with multiple and/or global stakeholders.