Senior Program Manager MFN 3P

Description

At Amazon, we're working to be the most customer-centric company on earth. Customer Service (CS) is at the heart of what we do. Are you interested in joining our acclaimed Amazon's Emerging Markets Customer Service Management team to help shape the future of Amazon Customer Service in The Netherlands, Sweden, Poland and Turkey and being involved in some of the most exciting initiatives for our customers?

In this role, you will have the existing opportunity to build, lead and deliver on the short-long term customer service strategy for the Merchant Fulfilled Network (MFN) and third-party sellers in Emerging Markets. You will be a major key player in strategic planning, defining business requirements and will have the freedom to innovate in your scope. You will be responsible for building key Customer experience improvement processes, customer facing self-service improvements alongside with revamped policies and tools.

To deliver on your scope, you will be partnering with Amazon’s category Retail teams, business leaders of customer and celivery experience teams, marketing, supply chain and finance. The successful candidate will be a highly collaborative, high-energy, self-starter, with strong business acumen, and acute analytical skills in a fast-paced, data-driven environment. This person needs to be a talented strategic Program Manager who has experience and capability to create and present documentation for senior executives and align plans with Amazon’s strategic objectives.

If you thrive in a constantly evolving business environment, work well with stakeholders across functions and locales, enjoy the freedom to create new initiatives and have a proven track record of growing business in challenging and ambiguous environment, this role is for you!

Key job responsibilities

Lead MFN & 3P Customer Service strategy for Emerging Markets (Turkey, Netherlands, Sweden, Poland) and create business plans to improve MFN & 3P CS customer experience.
Establish and implement strategic initiatives to enhance and boost Amazon CS features offerings in both Desktop & Mobile experiences. These include managing prioritization and trade-offs, getting buy-in for initiatives among internal stakeholders.
Identify opportunities and develop plans to improve Delivery experience based on data analysis and seller performance, with coordination among Retail business partners across the four countries and other EU marketplaces.
Collaborate with central EU and US teams to define and influence regional and global roadmaps so that it aligns with priorities for the four countries.
Surface and investigate new creative ideas. Drive pilot initiatives and deliver recommendations on top priority items.

Your profile

Basic Qualifications

Bacherlor’s degree in Engineering, Business and Management or related area.
6+ years of experience managing cross-functional programmes or projects.
Thrive working in an energizing, fast-paced and high performance environment.
Entrepreneurial spirit and ability to ‘think big’ and ‘out of the box’ being comfortable with ambiguity.
Customer Experience Evangelist and role model on Customer Obsession.

Preferred Qualifications

MBA or other advanced degree
Proficient in SQL and Microsoft Excel
Experience working with International stakeholders
Excellent organizational skills and ability to effectively multi-task and manage multiple projects in parallel.
Exceptional verbal and written communication skills are essential: clear, organized, concise with an ability to adapt to the appropriate audience in a business setting.
Knowledge/Certification of Six Sigma/Lean
Knowledge/Certification of PMP
Capacity to develop original ideas, approaches, and solutions to typical, unusual, or difficult situations or problems.

Interested?

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