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Job Information

Amazon Senior Program Manager, Amazon Autos in Arlington, Virginia

Description

The Amazon Autos Customer Experience Sr PgM will define how we care for our dealers as they launch and manage their businesses in our online marketplace.

We are looking for a customer obsessed and data driven thought leader to own our tier-one dealer support and our advertising support programs.

This individual will drive innovation across teams to deliver direct impact – this could include creating troubleshooting paths across diverse stakeholder sets, building mechanisms that leverage contacts and escalations to inform product strategy, and writing the policies which guide our Support population to improve the dealers' experiences. They will work closely with multiple partners across our product and partner teams, service partners and customer service operational teams.

The ideal candidate will be highly confident with data with an analytical mindset. They will deep dive into new and complex problems to identify root causes and partner on corrective actions. They will be comfortable in a fast-moving environment, and confidently able to shift gears from driving process changes and tech product improvements to optimizing multiple systems. They will be customer-obsessed and able to combine customer anecdotes with data to drive the right improvements. They should have strong influencing skills, able to drive large scale changes across multiple teams and engaging leaders at all levels.

Key job responsibilities

We're a small team, so expect to wear many hats in our fast-paced launch environment!

Your initial task will be to stand up our dealer support program. You will work closely with Dealer Account Management, Dealer Operations, CS Tech, and CS Operations to define and align on the right policies and processes, create escalation paths, and implement the tools to support the vision. You will propose program KPIs, create feedback loops to keep product and operations aware of defects in the system, and provide regular reporting against goals.

In parallel, you will learn and be curious about the new advertising tools launching to support these new dealer-customers in growing their online business. You will benchmark other advertising support programs to develop a vision for support in a scrappy, test and learn environment, using metrics and anecdotes to guide learning and decision making.

About the team

Amazon Autos is building a new customer experience which enables shopper to complete their entire vehicle discovery and purchase journey in Amazon’s online store, providing better convenience and selection than the traditional car shopping process.

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

Arlington, VA, USA | New York, NY, USA | Seattle, WA, USA

Basic Qualifications

  • 5+ 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

Preferred Qualifications

  • 2+ 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

  • Experience with Seller Support tools such as Paragon, AC3, Research and Resolve, Lens, and Seller Central.

  • Experienced in Seller Support Program management.

  • Familiarity with operations metrics and management techniques.

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $104,100/year in our lowest geographic market up to $185,000/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.

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