Job Description
DESCRIPTION
Are you a customer experience enthusiast who thrives on creating innovative solutions? Come join the team to help create a new shopping experience in Japan!
Amazon Home Services is looking for a Sr. Program Manager with a strong record of achieving results, to own and execute high visibility strategic initiatives. This role will manage large scale, complex initiatives, deal with ambiguity, balance speed with quality, and advocate on behalf of the customers to revamp the end-to-end customer experience of Heavy and Bulky (HB) shopping on Amazon. HB items like sofas and refrigerators are high-priced, high-consideration products that require dedicated customer experience from product discovery to delivery and post-purchase claim resolution. In this role, you will be the single threaded leader of the program with special focus on the total cost-to-serve and the post-purchase experience. You will have opportunity to closely work with stakeholders across multiple functional teams in JP Operations, Fulfillment Centers, Tech teams and product counterparts in WW markeplaces like US, EU and India.
We are looking for a candidate who can continuously raise the bar for customers through benchmarking, customer insights, gemba walks and learnings from internal stakeholders. The successful candidate will be self-motivated, passionate, highly strategic and detail-oriented, possessing solid interpersonal and communication skills. The ability to influence others without any authority and speed to execution will be critical for success in this role. Japanese language proficiency is a plus, but not a must.
Key job responsibilities
- Create business strategy, set priorities and communicate across business partners and stakeholders including operations, retail/3P category and product engineering
- Translate program initiatives into a roadmap with business impact
- Bring creative ideas, pilot and implement program / tech interventions
- Manage and conduct quick pilot projects to gather learnings, identify and implement the best scalable solution for an E2E network
- Identify process gaps and drive projects for sustained improvement, influencing and working with technology, operations, business teams & leaders
- Write crisp, clearly articulated and logically supported recommendations to senior management with minimal supervision
A day in the life
【What's a day in the Amazon office like? 】
【Employee Benefits】
About the team
Amazon Home Services is a product team within JP Hardlines organization. Our mission is to offer "guaranteed happiness" across all HB products from basic products like sofas and refrigerators to complex products like air conditioners. We own and deliver value-added services like installation, assembly, haul-away for HB items, in close collaboration with dedicated tech team (VASTech) and operations team (AMXL). While the team is very lean with a handful of PMs each having clearly defined goals, it regularly engages with key stakeholders in Japan and other regions.
BASIC QUALIFICATIONS
- Bachelor's degree
- 5+ years of program or project management experience
- Experience defining program requirements and using data and metrics to determine improvements
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