Description

　　The Order Performance team helps maintain a consistent buyer experience across all Amazon stores, regardless of seller or fulfillment channel. We do this by setting performance standards for fulfillment quality and customer service quality. We are constantly looking for new and innovative ways to improve the buying experience by maintaining a trustworthy shopping experience for all of our customers.

　　We own an enforcement program to ensure we filter out the "worst of the worst" performing sellers and offers in order to protect the CX from risky sellers and offers. This role is a new role within our CX vertical that will be responsible for defining what bar-raising customer service looks like, developing a set of signals, and working with the product and policy teams to ensure that we educate and publish these metrics for sellers - in other words, rather than be satisfied with enforcing sellers for poor performance, we will invest in developing a set of proactive metrics that sellers can work toward in order to improve their performance well beyond the minimum standard for avoiding enforcement. We will integrate those signals into Amazon's shopping algorithms and improve buyer experiences, in so doing we will close the trust gap between AFN and MFN, and improve seller trust in Amazon.

　　That means working hand in hand with our customer experience product managers to ensure that the products we build will increase the likelihood that every customer has a perfect order experience on every order, every time they buy from Amazon. We are constantly innovating on behalf of our customers, and this role will directly impact their experience by influencing policy, product, and the Amazon shopping journey for customers. You will also work to implement solutions to our compliance obligations in certain of our international stores, while also ensuring our solutions do not impact the trustworthiness of our stores. In addition to compliance, you will help stand up new customer experience programs within our team, improve how we measure success by developing key performance indicators, and work with our business analysts to forecast and measure impact. You will own highly visible goals and initiatives to deliver them.

　　This is a global role that works on some of the most impactful and highly visible work we are doing to improve seller performance and reduce order defects. You will have the opportunity to innovate and think big on behalf of millions of buyers and sellers on a global scale. The successful candidate will have a track record working across multiple partner and stakeholder teams to prioritize, manage expectations, and drive improvements in a timely and efficient manner.

　　Key job responsibilities

　　Drive initiatives to reduce order defects and improve the buying experience with respect to the speed and ease of customer service for all of our buyers when they purchase any offer on Amazon

　　Influence and coordinate the efforts of stakeholders to drive key initiatives related to our customer experience

　　Develop, track, measure and report on key metrics to demonstrate the impact of the program and to constantly iterate and improve on that impact

　　Develop mechanisms to stay closely engaged with our product and policy teams, and key partner/stakeholder teams

　　Work closely with our International Team to drive critical performance improvement goals on orders fulfilled by out of country sellers

　　Work with our business analysts to forecast operational needs and trends in the business that impact the customer experience

　　Work with our policy team to identify where, when and how we can improve the customer experience without compromising the seller experience

　　· Keep stakeholders and leadership updated on efforts and progress through regular written communications and in-person meetings

　　About the team

　　The Order Performance team was started in 2021 and continues to grow and increase its scope. We are highly visible to Leadership and work in a problem space that is complex, dynamic, global, and high-impact. The team itself is brilliant, hard-working, resilient, fun, energetic, diverse, and prioritizes personal health and wellness above all else. This role is a senior position on the team, and we are looking to add a leader that embraces these values.

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

　　San Jose, CRI

　　Basic Qualifications

　　8+ years of program or project management experience

　　Experience using data and metrics to determine and drive improvements

　　Experience owning program strategy, end to end delivery, and communicating results to senior leadership

　　5+ years of leading large complex programs experience

　　Experience in complex problem solving, and working in a tight schedule environment

　　Experience working cross functionally with tech and non-tech teams

　　Experience using data and metrics to drive improvements

　　Experience defining program requirements and using data and metrics to determine improvements

　　Preferred Qualifications

　　8+ years of driving process improvements experience

　　Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field

　　Proven ability to work autonomously, triage and prioritize work, and operate in ambiguity