• Experience with managing cross functional projects, dependencies and bottlenecks, anticipating and making trade-offs
• Experience in taking a leading role in drafting and presenting deep-dive documents, including responses to senior executives and Correction of Errors (COE) reports
• Excellent understanding of continuous improvement concepts including Six Sigma, Lean, value stream mapping
• Minimum 5-10 years of experience working in relevant industries such as law, customer service, investigations, project management, etc.
• 3 years of experience developing and managing strategic, tactical and program goals
• Experience leading deep dives and process execution for delivery of Executive Escalations
• Excellent oral, written, and presentation skills, as well as the ability to problem-solve, scope technical requirements and prioritize tasks
• Excellent cross-functional collaboration skills.
• Demonstrated analytical and quantitative skills to use hard data and metrics to back up assumptions and develop business cases

The Executive Selling Partner Relations (ESPR) team is seeking an entrepreneurial, innovative, and customer obsessed program manager who excels at stakeholder management.

• As a Manager, Program Manager, you will support the ESPR team’s strategy through implementation of programs and operational mechanisms to bring alignment and standardization efforts.
• You will enable scaling, and replication of proven initiatives across business verticals and geographies. -You will be part of a team that innovates and builds new ways to identify Selling Partner experience defects at scale and surface them to product and service owners to develop lasting solutions.

This is a 'big picture' position that innovates and thinks big to define work streams and collaborate across teams.
Key job responsibilities

• Stakeholder management: Build strong relationships with stakeholders to understand and evaluate business priorities, define shared opportunities and requirements, and establish information/data sharing mechanisms. Work alongside stakeholders to define and execute actions, at times influencing without authority
• Deliver Results: Lead large and complex process improvement efforts, including: scope alignment with business leaders, process design, data analysis, journey mapping, and presenting results to senior management/leadership.
• Hire and Develop the Best: People management experience in risk-based, analytical, or investigative functions. Lead and develop a team of Program Managers/Account Managers that meet and exceed performance expectations as outlined by Amazon. Create a healthy team culture through engagement, inclusion, and development. Create and maintain strong people manager routines including but not limited to: talent/performance assessment, one on ones, team meetings, team engagement etc. The role may require cross border reporting.
• Elevate Quality: Create quality mechanisms for Escalations, leverage insights identified in escalations and create comprehensive scorecard for SHs and ESPR teams to have a quality bar.
• Standardization of Processes at the Global Level: Create mechanisms for addressing Escalations at scale taking into account geo specific nuances. Highlight key changes in trends that impact SX and lead to downstream defects.
• Process Identification: Analyze existing business processes across various teams and geographies.
• Training and Development: Facilitate workshops and meetings to gather insights from key stakeholders and subject matter experts.
• Manage Ambiguity: Understand complex business problems across business units, geographies, and product lines to create problem statements and journey maps, then translate them into data collection and analysis requirements to identify meaningful insights that help Amazon improve SX/EX.
• Closely monitor media and global events to anticipate and mitigate potential risks. Be comfortable using data to analyze trends, predict and fix problems before they happen.

About the team
Within Selling Partner-Support (SP-Support), Executive Selling Partner Relations (ESPR) strives to resolve complex Selling Partner issues that have Executive (L8 ) visibility or high Legal/Public Relations (PR) risk. ESPR programs serve as a direct extension from the offices of our Executive leadership (inclusive of Andy Jassy and Doug Herrington) worldwide, and represent the Selling partner at the table amongst our business, policy, and technology teams. As a result, we have set a high (yet realistic) bar for resolving Selling Partner issues, identifying the root cause of defects, and developing scalable preventive actions.
We are open to hiring candidates to work out of one of the following locations:
Arlington, VA, USA

• m• Advanced degree (eg MBA)
• • Proven capabilities in rapidly learning new domains to lead domain-specific discussions about processes, metrics and customer experiences
• • Robust quantitative and qualitative analytical skills, excellent attention to detail, and good business acumen. Advanced ability to draw insights from data and clearly communicate them to the stakeholders and senior management as required
• • High level of integrity and discretion to handle confidential information
• Strong enthusiasm to provide customer service to executive leadership, Selling Partners and other key stakeholders
• Proven ability to bring clarity to ambiguous situation

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.