Job Description
Amazon strives to be the world’s most customer centric company. To support that, Retail Business services (RBS), Growth which focuses on improving Amazon WW topline by improving CX for our customers.
RBS Growth is looking for a Senior Program Manager who can work at all levels of detail to accomplish team/organization goals, for our Growth Opportunities offering. The Sr Program Manager for the Growth Opportunities team will own end-to-end program execution focused on identifying, quantifying, and driving resolution of customer experience defects that directly impact customer conversion, and Revenue across global marketplaces. This role requires defining program mechanisms to prioritize high-impact opportunities surfaced through CX analytics and defect detection systems, partnering cross-functionally with product, engineering, science, and category teams to translate insights into actionable roadmaps with measurable business outcomes. The ideal candidate will establish scalable frameworks for tracking opportunity pipelines from identification through resolution, drive alignment across stakeholders on prioritization and resource allocation, and deliver regular business reviews quantifying program impact on key metrics including projected Revenue uplift, conversion rate improvement, and defect reduction.
Key job responsibilities
As a Senior Program Manager, you will:
1) Own vision and definition for the Program and Service expansion
2) Own Planning, Forecasting and OP contributions
3) Set and measure goals for the Growth Opportunities team
4) Be responsible for end-to-end program execution and engagement with partners
5) Define the clear requirement of specific business use cases for tech teams
6) Support data analysts and product managers by turning business requirements into functional specifications and then executing delivery
7) Establish scalable, efficient processes for large scale data analyses, model development, model validation and model implementation
8) Be responsible for all communication to Leadership (Flash updates, WBR, QBR, LT Deep dives)
Basic Qualifications
- 5+ years of working cross functionally with tech and non-tech teams experience
- 5+ years of program or project management experience
- 5+ years of delivering cross functional projects experience
- Experience defining program requirements and using data and metrics to determine improvements
Preferred Qualifications
- Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field
- Knowledge of general AI tools
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