Job
Description
Selling Partner Support (SPS) is responsible for creating a trustworthy shopping experience across Amazon stores worldwide by protecting customers, brands, selling partners and Amazon from fraud, counterfeit, and abuse as well as empowering, providing world class support, and building loyalty with Amazon s millions of selling partners. We value individual expression, respect different opinions, and work together to create a culture where each of us is able to contribute fully. Our unique backgrounds and perspectives strengthen our ability to achieve Amazons mission of being Earths most customer-centric company. Within SPS, Global Process Management (GPM) strives to make Amazon the best way for Partners to reach customers locally and globally and to operate their businesses, driven by the accurate and efficient support and solutions we provide them. GPM focuses on both preventing Selling Partner (Seller, Vendor and Brand Registry) contacts based on knowledge obtained during our support interactions, and for handling those contacts with quality and efficiency. Interfacing between Amazon business teams and Selling Support Operations to facilitate changes. Collaborating with operational, training, product, and software development teams to identify, define and specify solutions that create the conditions for Selling Partner and Associate success and satisfaction. Establish collaborative relationships with business teams to build roadmaps that will identify and reduce contacts (both incoming and productivity efforts) and reduce effort and/or improve SP experience. Problem-solving, strategic to real-time, requiring extensive use of data collection and analysis, and preparing and executing regular program updates to senior management. Being a visible and vocal role model across the wider business for Amazon s customer-centric culture, championing Selling Partner needs and using data and technology to anticipate and exceed them. Basic qualifications 3+ years of program or project management experience 3+ years of defining and implementing process improvement initiatives using data and metrics experience Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL Experience using data and metrics to determine and drive improvements Experience working cross functionally with tech and non-tech teams 3+ years of program or project management experience 3+ years of working cross functionally with tech and non-tech teams experience 3+ years of defining and implementing process improvement initiatives using data and metrics experience Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL Experience defining program requirements and using data and metrics to determine improvements 3+ years of driving end to end delivery, and communicating results to senior leadership experience 3+ years of driving process improvements experience Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization Experience building processes, project management, and schedules
