Program Manager, PSI, Program support and insight (PSI)

Job Description

  • Job Title Program Manager, PSI, Program support and insight (PSI)


DESCRIPTIONJob summaryAbout'Many of the problems we face have no textbook solution, and so we-happily-invent new ones.' - Jeff - a place where builders can build. We hire the world's brightest minds and offer them an environment in which they can invent and innovate to improve the experience for our customers. A Fortune 100 company based in Seattle, Washington, Amazon is the global leader in e-commerce. Amazon offers everything from books and electronics to apparel and diamond jewelry. We operate sites in Australia, Brazil, Canada, China, France, Germany, India, Italy, Japan, Mexico, Netherlands, Spain, United Kingdom and United States, and maintain dozens of fulfillment centers around the world which encompass more than 26 million square feet.We are looking for high-potential, flexible, innovative, and forward-thinking professional to join Amazon. Are you ready to drive high-visibility and strategic projects as well as leverage operational excellence methodologies to lead process improvement initiatives Are you equally comfortable digging into business requirements as you are driving operational efficienciesJoin Amazon Program Support and Insights team as a Catalog (Operations) Manager. We are looking for candidates with a strong record of owning and executing strategic, cross-functional projects as well as partnering with other teams to drive key process improvement programs. This role requires working with business teams across the company to provide data driven operations support key to the success of the initiative. You will also analyze operations' data and processes to identify key customer issues/challenges that will help us improve our processes and provide higher value to our customers. This is an opportunity that requires a critical thinker with strong organizational, problem-solving, and communication skills. At the core of the position is passion for protecting Amazon's reputation and the customer experience and trust. Key job responsibilitiesSetup new projects or align existing project to new business goals - work with tech team to help set operational processes, estimate scope of work and build project charter, help build the team, establish SOPs, goals, process controls, governance metrics, recommend revisions and ensure alignment with business goals. Drive operations excellence with focus on quality excellence, SLA, productivity improvement and automation. Ability to effectively lead an operations' team, ensuring career coaching and strength alignment. Ability to ensure associates meet their expectations with highest standards. Manage performance reviews for the team (formal appraisal experience mandatory). Identify business issues and patterns in the operations work and build business case for process improvements using quantitative and qualitative analysis. Perform data analysis on trends observed and recommend solutions to the product and business teams. Build and scale system-level solutions that have metric impact drive adoption of solutions across teams. Collaborate with partner teams and stakeholders across the globe to deliver on key business goals and objectives by driving consensus and building trust. Perform high level failure (error) investigations which may be either operational or business specific in nature. Establishes key reporting/MIS for functional area & write strong, well-structured and detail oriented reports in a clear, concise and audience-specific format. Drives continuous improvement and contribute to COE (Correction of Error) process by documenting any issues/RCAs/action planning in functional area and own specific action or change. Demonstrates the ability to dive deep into a problem, performs 'root cause analysis,' and identifies constraints to recommend a solution. Manage operations, perform capacity and resourcing analysis and provide staffing recommendationsAbout the teamOur vision is to enable TSE business teams to build and maintain customer trust in our stores. We achieve this by generating insights identifying Customer trust breaking scenarios and working with the business teams to mitigate the same by leveraging and deploying right tools, technology and mechanisms.Our mission is to provide structural solves to our business (TSE) teams by auditing and identifying opportunities in our policies, tools, programs and processes enabling our Customers to shop on Amazon with increased trust and confidence. We partner with product, tech, science and program teams to build proactive/reactive mechanisms for better end customer experience, through feature enhancement insights and leveraging analytics. We also drive experiments and pilots to reduce customer friction and improve customer trust in partnership with business teams. We strive to achieve operational excellence, enhanced automation and continuous process improvements that maximize results at optimized costs.We have six core service areas: i) Audit internal systems and processes, ii) Write business rules/gates, iii) Train ML models, iv) Generate insights and recommendations to improve key business metrics, v) Incubate new pilots/programs, and vi) Reporting/Analytics.BASIC QUALIFICATIONS2+ years experience in program or project management2+ years experience in program or project management 2+ years of people management experience. Experience leading process improvements. Bachelor's degree (preferably in technical discipline) and minimum 4 years of relevant working experience including hands on ops experience, designing quality, operations' processes and reporting governance . Familiarity with databases (querying and analyzing) such as SQL, MYSQL, and ETL Manager and ability to work with large data sets . Excellent oral/written communication & data presentation skills, including an ability to effectively communicate with both internal and external stakeholders . Experience communicating and handling cross-functional programs including project stakeholders, technical program managers, and software development teams . Advanced computer literacy in Microsoft Office applications, especially MS Excel, Word & PowerPoint . Passion for innovation, automation, and operational excellence- should show high ownership and institute process improvements wherever needed . Can adapt well to changing circumstances, direction, and strategy Ability to effectively lead a small team, ensuring career coaching and strength alignmentPREFERRED QUALIFICATIONSAbility to write VBA macros in MS Excel aimed at automation & process improvement . Familiarity with Lean, Kaizen, Six Sigma concepts desired and certification is a plus . Has experience in managing critical operational processes, with SLA responsibility

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