Manager, Program Management - MENA, Retail Business Services

Description
Do you want to enable Amazon to provide high quality products to its customers? Are you willing to ensure seamless onboarding experience for our selling partners and provide right & relevant product information for our customers? Are you willing to improve the quality of Customer Search experience? Are you ready to enrish the Amazon catalog in both complete and comprehensive way for great shopping experience every time? Are you ready to take on the challenge of scaling these programs across MENA region? If so, this is the right leadership role for you.
As part of Retail Business Services (RBS) team, our vision is to enable Amazon to provide defect free and best of available products to its customers. We strive to offer seamless listing experience for our selling partners and a largest & best available selection with right product information for our customers. We ensure best buying and post buying experience to the customer by providing complete and correct information in the detail page. To accelerate and excel in our execution, we want to leverage scalable tech solutions and expand our programs globally.
MENA RBS team is looking for a Manager, Program management to shape and lead our buying and post buying experience, drive customer return reduction program
As a Manager-program manager, you will hold the key role of Single Threaded leader, responsible for driving strategic initiatives to reduce returns and enhance the customer experience at AMAZON.
Manager-Program Manager In This Role At RBS

• Lead strategic initiatives to reduce defects resulting in customer contact and enhance the customer experience as the single point of responsibility.
• Build analytical and problem-solving skills in the team to Communicate effectively to senior Leaders (L8+) about Net concussion rate trend , driver and impact initiatives
• Collaborate cross-functionally with Category teams, Fulfilment centre, CX & technology teams across Amazon and RBS operations teams to analyze customer-reported defects and develop long-term solutions.
• Build scalable solutions to find driver for customers by Partnering with product, technology, and science teams to conceptualize innovative customer experiences.
• Continuously push boundaries of innovation through defect reduction and continuous improvement projects of high visibility.
• Foster accountability across business units and set the tempo through effective prioritization and execution.
• Lead L5, L4 ICs
• Own MBR/ QBR and 6 pager doc for L8+ leaders to update progress, align on approach and support required.
  

A successful candidate will be an exceptional strategic thinker and will have exposure to customer experience improvement. Key skills for the role include an extraordinary ability to deal with ambiguity, to network effectively and influence partner teams without authority, to overcome unforeseen obstacles, and a passion for developing a deep understanding of the tech product.
Key job responsibilities

• Responsibility for defining and driving functional/business goals.
• Forming and managing cross-functional project teams to drive key programs for our customers.
• Building a data oriented culture, adoption of technology solutions and process improvement projects to achieve business goals.
• Solving Business problems using technology and liaise with the technology and operational teams in identifying use cases/requirements, implementing sustainable solutions and scaling them effectively to support Defect elimination.
• Managing stakeholder communication across multiple lines of business on various project milestones, process changes, escalations, etc.
• Designing and developing relationships with senior stakeholders in the Retail business.
• Ensuring high quality standards for interviewing and hiring employees at all levels of the organization.
• Owning specific people programs on coaching and development and team engagement
• Provide ad-hoc support and analysis to senior leaders on strategy documents and research requests.
  

Basic Qualifications

• 7+ years of program or project management experience
• PMP certificate
  

Preferred Qualifications

• Knowledge of Microsoft Excel (macros, pivots, lookups) at an advanced level
• Masters degree in management, business administration, economics, engineering, marketing
  

Company - Amazon Middle East and North Africa FZ-LLC
Job ID: A2691939