Senior Program Manager, Amazon Prints in Seattle, Washington

We are looking for an energetic Senior Program Manager to be an integral member of the growing Operations Team within the Amazon Prints Organization. Join a passionate team responsible for designing and developing the processes that ensure we deliver on our customer promises and exceed customer expectations with our products and services. The Senior Program Manager will be the Amazon Prints key point of contact for relevant business and development teams, and will work cross functionally to build robust, scalable and innovative processes and institute them across the Prints business. Additionally they will identify and lead the implementation of improvement initiatives and serve as an escalation point for emergent and/or escalated customer issues.

Are you customer obsessed? Do you thrive in an entrepreneurial environment? Do you enjoy driving objectives? Are you looking for an opportunity to make a significant difference to the overall success and growth of the business you are in? The successful candidate will be a customer obsessed candidate, who has the ability to keep pace with explosive growth while motivating others to meet the challenges of an extremely deadline-driven, highly ambiguous environment. They must be data-driven and have the ability to roll up their sleeves and help establish systems and mechanisms to scale the business and keep pace with our dynamic environment. They will have a proven record of full cycle project management, from conception and design through implementation, measurement and continuous improvement. The successful candidate will demonstrate emotional maturity and grace under pressure in all situations and communications.

The role will focus on these key areas:

  • Own the relationship with the customer service teams (internal and external) that provide support to Amazon Prints customers. Lead the implementation of new tools and processes that raise the bar on the support experience for associates and Amazon Prints customers.

  • Escalate emerging issues and lead cross functional efforts (with internal and external teams) to drive them to resolution. Continuously, troubleshoot and implement solutions to eliminate customer facing defects.

  • Own customer complaints and drive them to quick and satisfactory resolution. Drive root cause analysis on escalations and implement changes to prevent issues from occurring in the first place.

  • Listen to voice of Prints customers and bring insights for product improvements and customer experience back to the business team.

  • Measure and report overall customer satisfaction metrics, and key findings.

  • Define and deliver quality initiatives, process change initiatives and other Aces/ six sigma initiatives to enable Prints to meet and exceed our business plans.

  • Measure performance, provide feedback and hold vendors and internal teams accountable for quick resolution when customer is blocked from completing their project or placing their order.

  • Collaborate with Marketing to develop self-help “how to” content that can be shared with customers across multiple channels (web, social, physical).

  • Partner with the business team and CS organizations to assess and prioritize Prints needs based on rapidly changing business requirements, develop business case for new initiatives and obtain project approvals.

  • Scale existing programs where relevant.

  • Bachelor’s degree in business, engineering, finance, operations, or related field is required.

  • Strong bias for action; ability to create a sense of urgency in a fast-paced, dynamic environment.

  • Possess solid interpersonal skills and the ability to effectively organize and communicate with cross functional teams.

  • Ability to work independently with limited general supervision.

  • Ability to quickly adapt to changing priorities and generate innovative solutions in an extremely fast-paced environment.

  • Proficiency with Excel or Access required.

  • Travel required 10% -25%.

  • 5+ years of relevant work experience in program management and/or operations role.

  • Proven ability to identify, analyze, and solve ambiguous problems independently with an extreme attention to detail.

  • Proven track record of delivering results in large, cross-functional initiatives. Ability to collaborate with a diverse set of business customers and drive resolution when conflicts or issues arise.

  • Strong written and verbal communication and persuasion skills.

  • Ability to effectively prioritize competing demands.

  • Experience using Six Sigma, Lean or other process improvement methodology to streamline business processes.

  • Experience operating in a global environment.

  • MBA preferred.

  • Approximately 5 plus years of relevant experience.

  • SQL skills are highly desired to access and transform the data needed.

AMZR Req ID: 579588

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