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Senior Program Manager

2 months ago

Beijing, Beijing, China Amazon Joyo Co., Ltd. Full time
Job Title: Senior Program Manager

Amazon Joyo Co., Ltd. is seeking a highly skilled Senior Program Manager to join our China Selling Partner Support Team. As a key member of our team, you will be responsible for identifying service quality and operation efficiency improvement opportunities, proposing solutions, and working with operation teams for implementation through projects.

The ideal candidate will have a proven track record of driving change, leading and facilitating teams that have significantly improved processes, training, and leading in fast-paced, ambiguous environments. You will have a balanced mix of quantitative, consultative, and facilitative/leadership skills, with excellent oral and written communication skills in English.

Key Responsibilities:
  • Work directly with operational site leadership to drive operation quality and efficiency improvements in Selling Partner Support team
  • Work with operations team and site leadership to establish quality standards and processes
  • Work closely with Global Quality team to learn best practices while sharing China success to global network
  • Create and implement a rigorous feedback loop to continuously incorporate new best practices at both the site level and training academy
  • Lead and administer the operations audit program and reporting
  • Provide actionable data to the various internal support groups as and when needed
  • Prepare and analyze internal and external quality reports and provide feedback to team leaders and managers
  • Participate in scoring guidelines that are regularly assessed for relevance and accuracy
  • Lead weekly meetings with operations and training personal to keep the efforts relevant and in line with the needs of our Sellers
  • Develop processes and procedures for all audit feedback data to be implemented into training and operations
  • Develop quality guidelines, a good feedback system, and consistency
  • Work with Training Academy Curriculum Development team regarding the continuous innovation/improvement of training curricula
  • Set up and enhance quality improvement mechanism continuously
Requirements:
  • 5+ years of experience in program or project management
  • Experience defining program requirements and using data and metrics to determine improvements
  • 5+ years of experience working cross-functionally with tech and non-tech teams
  • 5+ years of experience delivering cross-functional projects
Preferred Qualifications:
  • Master degree or MBA
  • Certified PgMP/PfMP and Lean Six Sigma Master Black Belt
  • Experience in online retail is a plus
  • Experience in customer satisfaction or quality initiatives
  • Experience in managing a project team and Business Analyst team
  • Ability to think and act both strategically and tactically
  • Proven track record of taking ownership and driving results in an Internet business
  • Basic SQL, Power BI, and Coding skill, demonstrated ability to build quantitative reporting and dashboards for problem solving