Description

Strategic Account Services - North America

The Strategic Account Services (SAS) organization strives to improve the Amazon customer experience by working directly with Selling Partners to enable more selection, reduce defects, and drive growth across their businesses. Today, the 3P Seller business represents approximately 60% of the total Amazon.com sales and continues to accelerate, presenting you with the opportunity to join us to ensure that our customers are engaging with the right SAS services at the right time to best optimize their success on Amazon.

About the role

As the owner of the Program Manager, you will oversee the scientific algorithm and product updates, focusing on data refinement and the adoption of seller-CSM pairing. This role responds to the dynamic nature of sellers' characteristics, needs, and CSM profiles. The ideal candidate is transformational, demonstrating robust judgment in capturing real-time input and output data to enhance operational efficacy. Expectations include interacting with senior-level audiences, Tech, Operations, Analytics, Finance, and Sales, providing updates, and making strategic recommendations. The goal is to achieve a long-term vision that optimally balances business needs with operational costs. Strong attention to detail, high-quality judgment, and effective cross-team coordination skills are essential for success in this role.

Key job responsibilities

We are actively seeking a Program Manager to manage developing a scientific tool to tailor seller-CSM pairing, ensuring an optimal experience for sellers, Customer Success Managers (CSMs), and operational efficiency. You will oversee the model and product updates, focusing on data refinement and adoption of seller-CSM pairing. The ideal candidate demonstrates high judgment in capturing real-time input and output data to enhance operational efficacy. Expectations include interacting with diverse stakeholders (Tech, Operations, Analytics, Finance, Sales), providing updates, and making strategic recommendations. Strong attention to detail, high-quality judgment, and effective cross-team coordination skills are essential for success in this role.

1. Lead scientific approach to optimize seller-CSM pairing.

2. Own model accuracy improvement through updated data gathering, validation, and process changes from other workstreams.

3. Partner with internal stakeholders to build, iterate, update, and launch new features.

4. Act as a thought leader in defining success criteria, understanding business needs, and contributing to strategic plans and documents.

5. Drive and facilitate highly complex projects, focusing on results.

6. Influence stakeholders beyond your direct area.

7. Conduct effective meetings (business and program reviews), with clear and concise communication.

A day in the life

You possess expertise in high-quality data and have a proven track record of leveraging data to influence business decisions

As an immensely analytical professional with a background in program/product management, you boast a solid track record of actively participating in cross-functional collaboration with teams spanning Tech, Operations, Analytics, Finance, and Sales. You excel in leading and supporting crucial business projects. Your profound comprehension of supply and demand in account management, along with a strategic focus on long-term roadmaps, sets you apart. You exhibit a readiness to challenge the status quo and foster innovations within the dynamic and intricate operations landscape.

About the team

The Seller Alignment and Program Optimization (SAPO) team supports the Strategic Account Services (SAS) organization. As a centralized team, we service both our sellers and internal stakeholders within the greater SAS organization. We sit on the Seller Recruitment and Experience Team, which allows us proximity to sellers at every point in their SAS journey; from identification, recruitment, enrollment, service, graduation, and attrition. Leveraging science, technology, and the voice of our sellers, we drive innovation and scalable solutions to improve the seller experience and help our sellers reach their growth potential.

We are open to hiring candidates to work out of one of the following locations:

Chicago, IL, USA | Seattle, WA, USA

Basic Qualifications

• 3+ years of program or project management experience

• Experience using data and metrics to determine and drive improvements

• Experience working cross functionally with tech and non-tech teams

• 3+ years of defining and implementing process improvement initiatives using data and metrics experience

• Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization

• Experience in driving end to end delivery, and communicating results to senior leadership

Preferred Qualifications

• 3+ years of driving end to end delivery, and communicating results to senior leadership experience

• 3+ years of driving process improvements experience

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 $59,300/year in our lowest geographic market up to $142,800/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. This position will remain posted until filled. Applicants should apply via our internal or external career site.