Program Manager, Launch & SX, IN FBA & MCF

Multi-channel fulfillment (MCF) is a nationwide integrated fulfillment solution by Amazon for third-party sellers enabling them to provide fast and efficient delivery to their customers from all their sales channel including D2C. MCF enables Selling Partners to hand over the heavy lifting of warehousing, inventory management, invoicing, logistics, payment processing and delivery returns to Amazon, utilizing the capabilities that Amazon has built over the last 25+ years. This enables third-party sellers to provide Amazon like fulfillment experience to their D2C customers.

The IN MCF-Business team is looking for a Program Manager to bring transformative improvements in Seller experience, Post launch support mechanisms including reimbursement, inventory. You will be responsible for building new mechanisms to improve key areas of externalizing fulfilment technologies and defining the best in class Seller experience for our Selling partners, including post launch support for MCF, drive programmatic improvements, defining and managing SOPs to improve delivery experience. The role is a high impact role which typically involve defining the charter and goals, driving cross functional initiatives to achieve the goals, designing and building complex new processes, and setting up GTM avenues, operating mechanisms including reviews across multiple business verticals. You will work closely with a cross-disciplinary team of account managers, product managers, and external partners across the FBA & MCF business.

A successful Program Manager must be able to work independently, understand rapidly the key pain points of the processes, and influence internal/external partners at all levels of the organization. This role will particularly suits someone with strong analytical abilities, relationship building skills and superb project management capabilities.

Key job responsibilities

• Provide account management support for key MCF customers to ensure retention and growth
• Develop and execute post-launch support strategies to optimize seller performance
• Develop and implement Standard Operating Procedures (SOPs) for reimbursement processes.
• Partner with Seller support to ensure timely resolution of seller queries
• Coordinate with operation teams to improve delivery speed and success rates
• Optimize inventory management processes to increase selection and improve appointment scheduling
• Implement continuous improvement initiatives based on seller feedback and performance data.

Basic Qualifications

• 2+ years of program or project management experience
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Preferred Qualifications

• Knowledge of Lean principles and DMAIC methodology
• Experience in MS Access and SQL
• Experience in requirement gathering and ability to write clear and detailed requirement document

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