Sr. Program Manager Seller Support Change Project Management

Description

Seller Support is the organization in Amazon that provides world-class support to over 2 million Amazon sellers. Sellers are our customers and we help eliminate problems associated with selling their products in Amazon.

The Seller Support Change Project Management (CPM) team is responsible for ensuring that Amazon Sellers and Associates are ready for any changes we make at Amazon. We view every change as a Trustbusting or Loyalty Building experience. Changes are in the form of new features/programs or changes in existing features initiated by business and technical teams in Amazon. CPM has the following objectives:

  • Understand proposed change: Provide feedback to Amazon teams and positively influence the Seller and Associate experience. Our advice is grounded in the valuable feedback we gather across Amazon's worldwide, Seller experience.
  • Manage the change experience: Plan, schedule and communicate all Seller-facing platform changes to ensure Sellers and Associates are notified and prepared prior to production release. CPM is uniquely positioned to look proactively at all Seller-impacting changes across Amazon. We follow a proven methodology to move great ideas into global operations which supports Amazon's high-velocity decision making, experimentation and adoption of emerging trends.
  • Measure and share: Drive post-launch analysis, and share successes and lessons learned for continuous improvement.

Seller Support CPM is seeking a passionate and experienced Program Manager. You will work with all stakeholders to assemble project teams, assign responsibilities, identify appropriate resources needed, and develop schedules to ensure timely completion of readiness projects by meeting project milestones. You will also assess risks, anticipate bottlenecks, provide escalation management, make tradeoffs, balance the business needs versus technical constraints, write draft seller and associate-facing content and encourage risk-taking behavior to maximize business benefit.

Seller Support is the organization in Amazon that provides world-class support to over 2 million Amazon sellers. Sellers are our customers and we help eliminate problems associated with selling their products in Amazon.

The Seller Support Change Project Management (CPM) team is responsible for ensuring that Amazon Sellers and Associates are ready for any changes we make at Amazon. We view every change as a Trustbusting or Loyalty Building experience. Changes are in the form of new features/programs or changes in existing features initiated by business and technical teams in Amazon. CPM has the following objectives:

  • Understand proposed change: Provide feedback to Amazon teams and positively influence the Seller and Associate experience. Our advice is grounded in the valuable feedback we gather across Amazon's worldwide, Seller experience.
  • Manage the change experience: Plan, schedule and communicate all Seller-facing platform changes to ensure Sellers and Associates are notified and prepared prior to production release. CPM is uniquely positioned to look proactively at all Seller-impacting changes across Amazon. We follow a proven methodology to move great ideas into global operations which supports Amazon's high-velocity decision making, experimentation and adoption of emerging trends.
  • Measure and share: Drive post-launch analysis, and share successes and lessons learned for continuous improvement.

Seller Support CPM is seeking a passionate and experienced Program Manager. You will work with all stakeholders to assemble project teams, assign responsibilities, identify appropriate resources needed, and develop schedules to ensure timely completion of readiness projects by meeting project milestones. You will also assess risks, anticipate bottlenecks, provide escalation management, make tradeoffs, balance the business needs versus technical constraints, write draft seller and associate-facing content and encourage risk-taking behavior to maximize business benefit.

Basic Qualifications

  • Bachelor's degree or equivalent work experience
  • 3+ years of industry experience doing program /project management in the support and services industries
  • Experience using problem solving and analytical skills to solve business problems and drive process improvements

Preferred Qualifications

  • Six Sigma, Kaizen, Agile, or other Process Improvement methodologies
  • Experience in external user/customer/partner experience design, Internet products and technologies
  • PMP or similar certification
  • Experience with CRM and other contact management support tools
  • Global experience and distributed teams
  • Contact Center (Phone, email, chat support) experience
  • Experience with JIRA/Atlassian products
  • Excellent writing skills for non-technical audience
  • Experience gathering and analyzing of data and delivering continuous business improvements
  • Excellent communication skills
  • Ability to work effectively with tight deadlines in a fast-paced environment
  • Attention to detail and proven ability to manage multiple, competing priorities simultaneously
  • Demonstrated ability to anticipate and manage change in a highly dynamic environment
  • Demonstrated ability to work in ambiguous situations and across organizational boundaries
  • An ability to effectively develop key processes and procedures that facilitate efficient planning, reporting and control processes
  • Belief in the value of participating in and contributing to a collaborative team environment

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