Account Health Support Manager, Program Management - Dedicated Services, AHS Help Desk

DESCRIPTION

Please note: Position is based in Tempe, AZ (Remote exceptions not available), with 3 days in office per week.

This is a high-visibility role at the heart of the Account Health Support (AHS) Help Desk team, and requires a talented person with a passion for working backwards from our customer - our Selling Partners. Driving positive seller experiences is a core function of the Selling Partner Empowerment, Communities, and Trust (SPECT) organization and AHS is on the support frontlines. We are seeking an experienced, high-judgment, data-driven, and results-oriented senior program manager who can inspire leaders and stakeholders worldwide to join our team to own the strategy to deliver effective communications to deliver improved outcomes for our Selling Partners.

As the AHS PM, Strategic Services, you are strategically placed in a key position to identify, drive, and track the effectiveness or our support. In this high-profile role, you will collect and analyze inbound contact volume, seller outcomes, and feedback; then deliver insights to improve the seller experience. The ideal candidate will strike a balance between entrepreneurial spirit and practical implementation, be capable of breaking down complex, ambiguous problems, and embody excellent communication with a keen sense and urgency and time management. This role requires attention to detail, comfort in ambiguous situations, the ability to influence product and program roadmaps, and a strong capability to communicate effectively and understand the different needs of global customers in a cross functional, fast-paced environment. This role will oversee the Multi Brand Support team and will create the strategy for all Strategic Support Services within AHS.

The AHS PM, Strategic Services role is a unique blend of customer advocacy and detailed insight analysis, with the opportunity to drive significant global impact. This role requires a leader with a DNA-level love of data, who exudes passion for improving the seller experience, who can analyze quantitative and qualitative feedback to identify improvements to our communication channels on behalf of our sellers. It's a role that will appeal to those who are passionate advocates for providing world-class support to Selling Partners in Amazon's stores. We strive to use existing trends to predict seller needs before they recognize they may have a problem, create innovative self-help tools, and provide solutions to help our Selling Partners help themselves to better serve our customers.

Key job responsibilities

You must be able to:

• Execute and track end-to-end operational analysis programs which result in impactful Seller Experience enhancements.

• Drive studies across multiple product lines, manage data collection, analyze data, make recommendations, and present results to senior management worldwide.

• Interact with stakeholders at multiple levels and dynamically lead business and product teams to define and deliver solutions to improve communication channels.

• Lead needs analysis activities to drive insights that ensure that the experiences we create will best support our Seller's success and engagement.

• Ability to understand impact of business decisions on the seller experience to drive appropriate messaging

• Understand customer (internal and external) needs, defining clear project plans and executing to high expectations in a fast-paced environment.

• Anticipate bottlenecks and make tradeoffs, balancing selling partner and specialist needs versus technical, program, or operational constraints.

• Demonstrated ability to influence strategic and tactical results across diverse cultures from inception to completion

A day in the life

As the AHS PM, Strategic Services, you ensure Account Health Support delivers positive outcomes for our sellers through our contact channels. You will generate insights and experiment with innovative ideas to optimize the communication channels we use to support our sellers. The successful candidate must demonstrate strong data literacy, organizational intelligence, an exceptional ability to build trust, strong verbal and written communication skills, and the ability to manage complex cross-team projects. You are self-motivated, solutions-oriented, comfortable with ambiguity, and innovative in developing best-in-class communications to evolve our strategy to connect, engage, and empower our selling partners.

About the team

Account Health Support (AHS) is a global team that provides Selling Partners with empathetic support while addressing their account health concerns. The Experience and Insights team within AHS is a reliable source in Selling Partner Empowerment, Communities, and Trust (SPECT) for account health seller experience data, including AHS contact volume, seller feedback mechanisms, and detailed data on seller account health outcomes. Within AHS Experience and Insights, the Help Desk team tracks defects from contacts and offer support to strategic seller accounts.

We are open to hiring candidates to work out of one of the following locations:

Tempe, AZ, USA

BASIC QUALIFICATIONS

• 5+ years of working cross functionally with tech and non-tech teams experience

• 5+ years of team management experience

• 5+ years of cross functional project delivery experience

• 5+ years of program or project management experience

• Experience defining program requirements and using data and metrics to determine improvements

PREFERRED QUALIFICATIONS

• Experience managing, analyzing and communicating results to senior leadership

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.