Description

Amazon has spent years building one of the world’s most efficient and optimized supply chains. Amazon Warehousing and Distribution (AWD) is building on that foundation with a bulk storage and distribution service for FBA sellers and innovating towards creating an integrated supply chain offering that can bring sellers' products from factory floor to customer doors seamlessly.

The AWD org is looking for a Sr.Program Manager responsible for developing and then leading a change management program for AWD. This will include developing a framework for evaluating what kind of change management actions are necessary for each AWD project, initiative, or tech feature development, in order to ensure successful launch and maximum adoption. This role will instrumental in scaling AWD business by proactively figuring out defects for upcoming launches and designing tools and process to mitigate the same.

Successful candidates will have experience with Program Management in a broad, global organization, have experience working with a variety of cross-organizational stakeholders, and be able to juggle competing priorities. We are looking for someone who is detail-driven, can create processes from scratch, has problem solving and deep dive abilities. Ability to navigate ambiguous programs while keeping a high bar on quality of outputs is a must.

Key job responsibilities

•The key deliverables this role will be measured against would be improvements across key KPI's (CPU, TTR, Defect Rate, Reopen Rate, Selling Partner Sentiment)

•Actively monitor and consult on active change management efforts associated with large scaling efforts for AWD Business (SPD launch, SEND Integration, MCD)

•Establishes SOP's which promote the adoption of appropriate solutions and sustainability of desired results in complex operational environments and large scale launches.

•Work with product managers and leaders to ensure that strategies scale, and make smart trade-offs (e.g., short- vs. long-term account needs). Identify gaps between teams, processes and plans, and demonstrate good judgment in how and when to escalate.

• Empower frontline Selling partner associates with SOP's/tools to improve the First Contact Resolution (FTR Rate) & Escalation TAT reduction

• Serve as a key influencer in developing and auditing business strategy, and monitoring key metrics (CPU, EDR, Reopen Rate), seller feedback, and learnings to deliver programmatic optimizations

• Generate and maintain a Change Management Framework & Checklist for which all major projects, initiatives, and tech feature releases will be run through that incorporates methodology for measuring post-launch engagement and adoption of all initiatives.

• Works with AWD and partner team stakeholders to execute NPS surveys, develop/update seller facing content, peaks comms, new product/feature/policy mass mailer/ news room article.

• Manage possible post-launch support plans (e.g., post-mortem, lessons learned) and look for opportunities to improve program quality and operational excellence.

About the team

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

Bangalore, KA, IND

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

Bengaluru, KA, IND

Basic Qualifications

• 5+ years of program or project management experience

• 3+ years of change management experience

• 2+ years of owning program strategy, end to end delivery, and communicating results to senior leadership experience

• Experience using data and metrics to determine and drive improvements

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

• Knowledge of Microsoft Excel (macros, pivots, lookups) at an advanced level

• Strong business acumen, as well as communication and negotiation skills

Preferred Qualifications

• Master's degree

• Experience managing, analyzing and communicating results to senior leadership

• Knowledge of SQL