Interested in building an innovative service that leverage Amazon global Customer Service (CS) capability and technology platforms to provide a ground breaking service for cross business line customers (Cross boarder shopping, Customer Service by Amazon for Marketplace Fulfillment Network (MFN) Sellers, and other new business expansion at Amazon global sites). We are looking for a smart, enthusiastic and creative leader with strong background in leading program management office as well as track record of strategic and tactical program execution. This job will build a new top-grade service that helps customer’s better experience on Amazon sites.
In this position, you will play a leading role to dive deep the customer and seller needs, define customer and seller service product requirements, develop the opportunities of service scope, and finally launch the product. This role requires coordination across CS global teams and external teams in order to build and expand the product to global sites. You will lead program management and work with account management, product management, multiple technical, CS operation, and various supporting teams (HR, Finance, legal, Information Security and international business, etc) to define the program objective, strategy, and roadmap; draft the strategic program proposal and vision to get buy-in from different stakeholders.
The successful candidate must have exceptional cross-functional team management skills, strong business acumen, analysis skill and operation experiences. We are looking for someone who is excited to take on new, ambiguous initiatives with strong program management capability to lead multiple programs simultaneously.
Key job responsibilities
- Dive deep the customer and seller needs under different business lines, define the program objective and product roadmap that appeals to customer needs and create seller value, launch the product with collaborating with cross function teams.
- Develop the opportunities to expand the business scope to improve more customer experience.
- Lead the cross team activities and influence different stakeholders from both internal Customer Service and external to initiate the program according to the business strategy.
- Define and manage the end-to-end program management process, including governance and tracking with overall responsible for high quality delivery.
- Draft strategic document for planning, executive presence and review.
- Be an effective communicator, have demonstrated the ability to earn the trust of stakeholders across a cross-functional team of individuals, are data-driven, and have experience managing complex product challenges.
- Customer obsessed and not afraid to get your hands dirty navigating requirements from different business teams.
- Have a strong bias toward data driven decision making, and an innate ability to understand how metrics relate to business problems and with each other.
- Be willing to experiment, fail fast, learn and iterate to improve.
BASIC QUALIFICATIONS
- 5+ years of program or project management experience
- Experience using data and metrics to determine and drive improvements
- Experience owning program strategy, end to end delivery, and communicating results to senior leadership
- Ability to confidently and accurately communicate in Mandarin and English, both verbally and in written form
PREFERRED QUALIFICATIONS
- 2+ years of driving process improvements experience
- Master’s degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field
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 $92,500/year in our lowest geographic market up to $185,000/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.