Senior Program Manager - Upstream Defect Elimination, Retail Business Services

Description

At Amazon we seek to be Earths most customer centric company. Every day, millions of customers rely on Amazon to give them access to one of the world's largest selections of consumer goods.
Retail Business Services (RBS) vision is to accelerate Amazon’s flywheel by improving customer and brands experience across WW Amazon stores and lower the cost of doing business for Amazon.
RBS Business Excellence vision is to make RBS the most customer obsessed team in Amazon by proactively identifying and eliminating defects root causes at its source. Upstream Defect Elimination (UDE) is a mechanism to identify high impact customer problems, analyze the underlying system gaps, surface them to owning teams and drive fixes through the owning team to eliminate the defect.
We seek an experienced leader to drive Selling Partner Satisfaction (SPSAT) and Internal Partner Satisfaction (IPSAT) through UDE within Retail Business Services. SPSAT and IPSAT aim at eliminating defects at its root to improve partner satisfaction and reduce Vendor Cost to Serve. This role will champion data-driven problem-solving approaches and implement sustainable solutions for complex operational challenges.


Key job responsibilities
Key Responsibilities:
1. Selling Partner Satisfaction Management
a. Lead SPSAT measurement, develop and implement strategies to reduce negative sentiments
b. Design solutions to minimize vendor cost to serve
2. Defect Elimination Leadership
1. Identify and prioritize defect elimination opportunities
2. Drive upstream root cause analysis and fixes
3. Strategic Collaboration
1. Partner with BU Leaders and STLs
2. Lead cross-functional projects
3. Facilitate knowledge sharing across teams
4. Program Management
1. Drive complex, multi-stakeholder projects
2. Establish and track key performance metrics
3. Create and present executive-level business reviews

Basic Qualifications

- 8+ years of working cross functionally with tech and non-tech teams experience
- 5+ years of program or project management experience
- 5+ years of delivering cross functional projects experience
- Experience defining program requirements and using data and metrics to determine improvements
- Certified Lean Six Sigma Green Belt from a reputed institute or organization
- Demonstrated ability in leading cross functional, global complex projects
- Prior experience on working with statistical tools
- Ability to interpret, analyze, and understand complex data sets

Preferred Qualifications

- Certified Black Belt from a reputed institute or organization
- Has led responsibilities of establishing knowledge management practices
- Is comfortable to work with technology
- Certified in Program Management

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