- Execute programs focused on the delivery of a new and existing features, processes, product, or systems with high ownership. Drive and facilitate moderately complex projects; focuses on results and measuring attainment of outcomes.
- Gather requirements, develop process plans, identify appropriate resources needed, assign individual responsibilities, and develop milestones and launch schedule to ensure timely and successful delivery of the programs.
- Influence stakeholders outside your direct area of responsibility to ensure program execution. Identify and mitigate risks, and remove roadblocks within program.
- Create Business Metrics and Reports (including Quality Assurance plan, Functions Metrics, Variance to Goals) for senior management to depict progress of programs and projects. Ability to independently drive operations and program review meetings with leadership.
- Ability to dive deep into the root causes of issues / metrics performance and be able to come up with a logical solution / action plan to address the issues.
- Partner with (advises and supports) multiple stakeholders (including Global process owners, Site leaders, Operation managers, Customer Success Managers) in identifying, defining and executing various process improvement. Drive accountability from stakeholders for progress on key program actions through active engagement and escalation.
- Process improvement capabilities such as Lean Six Sigma and experience in deconstructing processes and metrics, to identify areas of opportunity and lead the development and implementation of new processes.
- Strong problemsolving skills and the ability to analyze quantitatively and effectively prioritize program deliverables are essential.
- Strong Oral and Written communication skills are essential, as is the ability to build effective partnerships with crossfunctional stakeholders and senior leaders across a variety of groups throughout Amazon.
- Strong influencing and negotiation skills
- Experience in change management and driving adoption of new tools, processes, and decision support.
- Ability to effectively manage multiple projects and priorities in a fastpaced, deadlinedriven environment.
- Strong service mindset and ability to use metrics to measure service levels.
- Experience in setting up or refining operational metrics.
- Participation in metric based reviews and making decisions based on metrics.
- Strong attention to detail and excellent problem solving skills.
- Graduate/Master's degree in related field
- Certified Six Sigma Green or Black Belt is a plus
- Proven knowledge of SQL
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Program Manager, SAS Business Accelerator Team - San José, Costa Rica - Amazon Support Services Costa Rica SRL
Descripción
The Strategic Account Services (SAS) organization strives to improve the Amazon customer experience by working directly with Sellers to improve inputs to seller growth including increasing selection, improving catalog quality, maximizing Prime commitment, optimizing deals and advertising spend while educating on account health to drive seller growth.
Our team invents and innovates across technology, processes and people to enhance the services we offer, improve Seller engagement and satisfaction, and build scalable solutions.
The SAS Business Accelerator Team (SBAT) focuses on accelerating the 3P Flywheel inputs through strategic initiatives and relentless focus on inputs.
We provide best in class services to SAS Sellers through programs that focus on the growth flywheel, in partnership with SAS CSM teams and internal Amazon teams.
SBAT focuses on reducing laborious tasks for CSMs through automation and centralization in collaboration with Product/Tech along with standardization of initiatives to enable SAS teams to deliver services at scale.
A Program Manager on the SBAT team will own and drive critical programs for SBAT.They will work closely with internal SAS teams like CSM teams, product, tech, marketing, L&D to improve the Seller experience and drive business results.
They will also drive key initiatives in collaboration with external Amazon teams and represent SAS within the organization.The ideal candidate is highly analytical, resourceful, customer-focused and team oriented, with clear communication skills and the ability to build effective relationships with key stakeholders.
They are highly autonomous and have a proven track record in taking on end-to-end ownership and successfully delivering results in a fast-paced and dynamic business environment.
Key job responsibilities- +3 years of program management experience in leading multi-organizational initiatives, and driving team accountability to achieve impactful goals.
- + 3 years of experience working in Retail, Business environments, driving improvements that have resulted in measurable business impact.
