Program Manager, Global Store

4 months ago

Beijing, China Amazon (China) Holding Company Limited Full time

Amazon China is seeking an ambitious, experienced customer-oriented Program Manager for Amazon Global Store with great communication skills and team-working spirit to help develop solutions that benefit all CN customers. Our mission is to create a best-in-class store where customers will discover, research and buy from the largest selection of genuine and high-quality products in China. This position is based in Amazon headquarter in Beijing.

The role requires customer focus, creativity, a data-first orientation and experience with performance and scale. You will have the opportunity to make a difference in a fast paced, dynamic environment where your ability to deep dive, communicate, collaborate and drive changes will be a key. You will play a very important role in ensuring a great customer experience improving customer trust in shopping experience with an eye on automation to help developing scalable solutions.

Key job responsibilities
The Program Manager will be responsible for post-sale customer experience related projects/programs/products on cross-border shipping. The area of responsibilities for this role includes:
- Collaborate with cross-functional teams on initiatives to improve post-sale customer experience;
- Investigate customer experience issue cases reported from CS teams, work with stakeholders to find the root causes and solutions;
- Supporting key events and responsible for import fee accuracy, seeking opportunists to reduce business cost with stakeholders;
- Analyze operational metrics and seek to optimize operation effectiveness.

BASIC QUALIFICATIONS

- 5+ years of program or project management experience
- 5+ years of working cross functionally with tech and non-tech teams experience
- 5+ years of defining and implementing process improvement initiatives using data and metrics experience
- Bachelor's degree
- Knowledge of Excel at an intermediate level (e.g., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, etc.)
- Experience defining program requirements and using data and metrics to determine improvements

PREFERRED QUALIFICATIONS

- 8+ years of driving process improvements experience
- Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
- Master's degree

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