Senior Program Manager, Global Process Management - Amazon

Description Global Process Owners (GPO) will have cross functional responsibilities and will be passionate about the selling partner experience, innovation, and cross-team partnerships to deliver business impact. The position involves regular interactions with the senior management on status, risks and is a key contributor to weekly Selling Partner (SP) Support mechanisms which aim to provide the perfect SP experience as Amazon launches initiatives or initiates changes, makes improvements across tools, adds new features, or creates/updates policies or programs. The GPO will own a portfolio of business teams and play an integral role in the defect elimination and change management process and needs to interact and influence stakeholders in Finance, Product/Process Teams, Operations, and Analytics. Key job responsibilities - Interfacing between Amazon business teams and Selling Support Operations to facilitate changes. - Collaborating with operational, training, product, and software development teams to identify, define and specify solutions that create the conditions for Selling Partner and Associate success and satisfaction. - Establish collaborative relationships with business teams to build roadmaps that will identify and reduce contacts (both incoming and productivity efforts) and reduce effort and/or improve SP experience. - Problem-solving, strategic to real-time, requiring extensive use of data collection and analysis, and preparing and executing regular program updates to senior management. - Being a visible and vocal role model across the wider business for Amazon's customer-centric culture, championing Selling Partner needs and using data and technology to anticipate and exceed them. We are open to hiring candidates to work out of one of the following locations: Arlington, VA, USA | Seattle, WA, USA Basic Qualifications - 3+ years of operations management in a contact centre environment experience - Knowledge of Excel at an advanced level - Experience using data and metrics to drive improvements - Experience leading continuous process improvement in a technical support environment - Experience owning/driving roadmap strategy and definition - Strong executive level written and verbal communication skills Preferred Qualifications - Knowledge of process improvement, ideally including Lean, Kaizen and Six Sigma - Experience in project management 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. Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $66,900/year in our lowest geographic market up to $161,000/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. Applicants should apply via our internal or external career site.