Senior Program Manager

5 months ago

Beijing, China Amazon Joyo Co., Ltd. Full time
Are you passionate about improving the quality of customer experiences? Do you like to identify the operation waste and improve the efficiency? Do you like to dive deep to understand problems? Do you strive to create customer-centric solutions that drive measurable results? Does coordinating across teams and countries sound exciting? If so, the China Selling Partner Support Team is looking for a Program Manager, to build and manage programs that improve the customer experience of our third-party sellers globally.
Third-party Selling Partners represent significant value to Amazon’s online retail customers and Selling Partner Support drive success for these Selling Partners through a combination of people, processes and services. We are a primary interface between sellers and Amazon by direct interaction between our associates and sellers, by building communication tools that sellers use to receive help, and by driving cross-functional initiatives to improve the Selling Partner experience. Additionally, we possess a wealth of data regarding the reason sellers contact us for help and we use this information to identify and drive improvements to our seller solutions across the Company.

Key job responsibilities
The Selling Partner Support Program Manager responsible for identify the service quality and operation efficiency improvement opportunities, proposal solutions and work with operation teams for implementation through projects. Program Manager will set standards of our support as an organization and for individual support Associates. He or she will measure and gauge all activities, training processes, policies and procedures completed by our Selling Partner Support Associates.
Roles and 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 share 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

BASIC QUALIFICATIONS

- 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
- · Bachelor degree · Certified PMP and Lean Six Sigma Green Belt or Black Belt · Excellent oral and written communication skills in English, strong narrative writing skill · Ideal candidate will possess a balanced mix of quantitative, consultative, and facilitative/leadership skills. S/he will have a documented track record in driving change; leading and facilitating teams that have significantly improved processes, training, and leading in fast-paced, ambiguous environments. · 10+ years project/program management is required, 6+ years of experience leading project delivery for large, cross functional projects · Experience developing operational process and technologies to drive quality · Experience in work in a fast paced environment, dealing with ambiguity and has ability to juggle multiple projects

PREFERRED QUALIFICATIONS

- 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

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