Sr. Program Manager, Network Optimization

3+ months agoArlington, VA


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 worldclass 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.

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 through preventing issues based on knowledge obtained during our support interactions, and for handling those contacts with quality and efficiency. To achieve this vision, we invest in technology to eliminate the root cause defects that cause Selling Partners to seek help, build self-service tools to resolve their issues on their own without waiting for help from Amazon, and provide Associates with the tools that automate routine steps and help them deliver consistent, efficient, quality resolution. We also make daily adjustments throughout our global network to meet the needs of our Selling Partners, employees, and the business. Our team includes product managers, program managers, SDEs, scientists, and a range of operational and other specialty roles, and we operate at scale with over 17K Amazonians in our team, spanning 50+ global locations, and handling over 50M contacts a year.

About the role:
PSAS is looking for a Sr. Program Manager to be responsible for defining the goals, roadmap, and strategic planning around optimizing the PSAS Network. They will ensure the program is focused on the right things through prioritization and support escalations as needed for program success; drive the development of tools and mechanisms that scale to ensure that PSAS' network strategy is proactive, flexible, and adaptable to PSAS' business growth and needs; enables mechanisms across the program for continuous inspection and lessons learned are incorporated into standard work; ensures standard work delivers the right results for the business, is measurable, auditable, and decisions are data driven; enables listening mechanisms to ensure VOC feedback minimizes churn and disruption for the business teams and stakeholders we work with and support; bridges within and outside the PSAS business to negotiate priorities and identify/drive activities where greater scale creates efficiencies, leverage or shared success; drives the development of reporting and updates for visibility to program strategy and deliverables; and supports business leadership inspection mechanisms through WBR, MBR, QBR, deep dives, and OP1/2.

We seek a Sr. Program Manager who can prioritize well, communicate clearly, and consistently deliver results. You must have the capability to create and present whitepapers for senior executives, and align roadmaps with PSAS's strategic goals and business growth. The ideal candidate has worked in a fast-paced, global environment, able to read ambiguous situations quickly, is energized by working on high-profile projects, and is comfortable influencing across a wide range of business and operations professionals across all levels. They possess a hybrid program/project management background, paired with relevant operations and business experience. The ideal candidate has a passion for business growth, process and operational improvement, exhibits strong ownership, and quickly earns stakeholder trust. Additionally, they index high on the ability to dive deep, deliver results, and have a strong bias for action.

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• Experience implementing repeatable processes and driving automation or standardization
• 5+ years of experience in program or project management
• A Bachelor's degree or higher
• Experience owning program strategy and end to end delivery
• Experience defining and executing against program requirements
Experience using data and metrics to drive improvements
Experience defining requirements, facilitating progress, and identifying blockers


• 5+ years experience working cross functionally with tech and non-tech teams.
• Education or certification background such as; MBA, PhD, Six Sigma or Lean Techniques
• 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.
• Experience with commitment towards goals and outcomes and to ensure Customer Experience metrics are maintained

Job ID: Amazon-1374761