Sr. Program Manager, Outsourcing Job in Amazon

DESCRIPTION

Amazon.com strives to be Earth's most customer-centric company where people can find and discover virtually anything they want to buy online by giving customers more of what they want low prices, vast selection, and convenience. Within Amazon, the Selling Partner Support (SPS) organizations goal is to enable resellers and brand owners of any size by helping them build the business they want. SPS acts as the primary interface between Amazon and our 1st and 3rd party business partners. We obsess over providing world-class support to merchants selling on the Amazon store on a worldwide scale. SPS strives to predict our Sellers needs before they recognize they may have a problem, create innovative self-help tools, and provide solutions to help our partners to better serve their customers.

The Selling Partner Support team is looking for a Sr. Program Manager to join our WW Outsourcing team. This position will implement new programs and lines of business across a network of multiple outsource partners, manage governance and partnerships with internal and external (outsource) stakeholders, engage with Amazon teams to positively impact customer experience, and effectively expand our network. The role reports to the Head of WW Outsource and Network Expansion and requires a very effective communicator with superior relationship building skills, program management experience, and a passion for process and continuous improvement. The candidate will need to understand the complexities of a high growth, fast-paced, high performing organization and can handle multiple, abstract projects while dealing with constant change. The candidate will also have a strong desire to achieve results, continuously raise the bar, and effectively manage time, priorities and deliverables. The effective candidate will draw from previous work experience in program management, working on a global scale, and corporate representation. Travel will be required up to 20% of the time.

Key Responsibilities of the Role
Relationship management and vendor governance.
Project management and change management with a focus on bias for action and deliver results.
Project manage new site and line of business implementations.
Mitigate risks through Footprint, Capacity Planning, Legal, Tax, Billing, and Risk and Compliance.
Relentlessly advocate for the selling partner, the outsource partner concerns, and their employees.
Work with stakeholder teams to plan, organize and execute both technical and non-technical initiatives. This includes working with cross regional teams, as well as technology teams to execute and build out innovative solutions.
Assess outsourcers for capabilities in multiple countries to deliver the desired customer experience.
Determine and implement outsource network strategic solutions aimed at reducing partner pain points.
Think strategically and tactically to implement creative solutions aimed at reducing pain points.
Remain flexible to changing priorities, open to new ideas and have Selling Partner experience as the top focus

Amazon.com is an Equal Opportunity-Affirmative Action Employer Minority / Female / Disability / Veteran / Gender Identity / Sexual Orientation.

BASIC QUALIFICATIONS

Bachelors degree required.
7+ years of program management experience and demonstrated success.
Proven experience leading programs across geographies.
Strong communication, reading comprehension, and writing skills.
Able to work both on a global team and independently to deliver results.
Proven ability to bring clarity to ambiguous situation.
Highly organized, ability to complete a high volume of tasks and projects with little to no guidance and tight deadlines.
Experience working with contact centers globally.
Proven ability to represent company with external partners.
Demonstrated experience in a strategic role.

PREFERRED QUALIFICATIONS

MBA or advanced degree in business or finance.
PMP Certification.
Proven experience managing a globally distributed team of outsource partners.
Proven experience in the business process outsource industry, and knowledge of market trends and commercials.
Demonstrated contract negotiation experience.
Demonstrated people leadership and development success with large organizations.
Proven ability to conceive and deliver innovative solutions to support customers and business operations.