Description

　　Job Description

　　Are you passionate about improving the quality of customer experiences? Do you like to identify the operation waste and improve the efficiency? Do you like to dive deep to understand problems? Do you strive to create customer-centric solutions that drive measurable results? Does coordinating across teams and countries sound exciting? If so, the China Selling Partner Support Team is looking for a Program Manager, to build and manage programs that improve the customer experience of our third-party sellers globally.

　　The Selling Partner Support (SPS) organization in Amazon provides world-class support to our global Selling Partners, and is looking for a Program Manager in our Operational Excellence Program team. As a Program Manager in SPS, you will be the primary interface between internal teams. In this high-profile role, you will collaborate with numerous operational, training, product, business and software development teams both inside and outside Selling Partner Support to identify, define and specify solutions that create the conditions for Selling Partners’ success and satisfaction. You will build collaborative relationships with these partners, working closely to identify and resolve defects to create and execute quality change. You will experience a wide range of problem solving situations, strategic to real-time, requiring extensive use of data collection and analysis, and you will prepare and execute regular program updates to senior management.

　　Key job responsibilities

　　The Selling Partner Support Program Manager responsible for identify the service quality and operation efficiency improvement opportunities, proposal solutions and work with operation teams for implementation through projects. Program Manager will set standards of our support as an organization and for individual support Associates. He or she will measure and gauge all activities, training processes, policies and procedures completed by our Selling Partner Support Associates.

　　Roles and Responsibilities

　　Work directly with operation team POCs to drive operation quality and efficiency improvements in Selling Partner Support team

　　Work closely with Global Quality team and WW Operational Excellence team to learn best practices while share China success to global network

　　Work with Business Analysis team to explore the business insight on the target direction and provide the project plan to leadership and stakeholders

　　Provide actionable data to the various internal support groups as and when needed

　　Lead weekly meetings with operations personal to keep the efforts relevant and in line with the needs of our Sellers

　　Develop processes and procedures for all audit feedback data to be implemented into training and operations

　　Develop quality improvement and efficiency improvement mechanism continuously

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

　　Beijing, 11, CHN

　　Basic Qualifications

　　Bachelor degree

　　Certified PMP or Six Sigma Green Belt

　　Ideal candidate will possess a balanced mix of quantitative, consultative, and facilitative/leadership skills. S/he will have a documented track record in driving change; leading and facilitating teams that have significantly improved processes, training, and leading in fast-paced, ambiguous environments.

　　6+ years project/program management is required. 3+ years of experience leading project delivery for medium, cross functional projects

　　Experience developing operational process and technologies to drive service quality and operation efficiency

　　Experience in work in a fast paced environment, dealing with ambiguity and has ability to juggle multiple projects

　　Demonstrated ability to build quantitative reporting and dashboards for problem solving

　　Good oral and written communication skills in English, basic narrative writing skill

　　Preferred Qualifications

　　Master degree or MBA

　　Certified Six Sigma Black Belt

　　Experience in ecommerce is a plus

　　Experience in customer satisfaction or quality initiatives or operation efficiency improvement

　　Ability to think both strategically and tactically

　　Basic SQL skill and Experience in Power BI etc.