Voice of Seller Program Manager

Job Description

• The AU Voice-of-Seller (VOS) Program Manager supports the JP/AU Selling Partner Support (SPS) organization in raising the bar of Selling Partners experience to contribute for CTPS mission to strive to make Amazon the best place for Selling Partners in Australia Marketplace by driving the contact reduction and Selling Partner Experience Enlightening programs as primary point of contact. This scope also includes bringing awareness on these local initiatives to the Selling Service and the Selling Partner Support (SPS) leadership in both global and local teams.
• The VOS PM drives the Contact Reduction local effort through programmatic approach by involving and influencing appropriate teams.
• Identify reduction opportunities through contact dive deep analysis, understand the root-causes, evaluates the risks and obstacles prior to initiating the local initiatives.
• Determines to recommended corrective actions and engage with respective functional owners.
• Envisions the desired outcomes and success measurement, and proposes solution options to eliminate the existing SX frictions through strategic and continuous process improvements.
• Leads crossfunctional teams to improve the quality of seller facing contents (Seller University, Help pages, and Blurbs), and establish trust from stakeholders by highlighting the existing gaps through detailed attention to quality.
• When the action requires prioritization, VOS PM triages negative SX frictions to isolate the root-cause and makes rights tradeoffs between scope vs. timeline/cost to eliminate frictions, and provide business cases for better prioritization by business/program owners.
• The VOS PM s scope also includes partnering with AU 3P to enlightening the Seller Experience based culture in their team, and influence their decision making across levels to drive SX improvements through local programs. To be successful, this role requires:
• Proficient knowledge of core business and/or functional area to coordinate program design and launch within schedule, and work across the organization and earn trust from stakeholders.
• Gathers requirements through deep understanding on Sellers needs, drives the program objectives, and create the pilot programs as needed.
• Responsible for Identifying/evaluating the potential risks/obstacles with minimal direction from senior manager and determines the appropriate corrective action.
• Conducting the program sessions (e.g. Seller Support Field Day) to share stakeholders on Selling Partners business objectives.
• Overview about your organization:
• The Selling Partner Support is the organization in Amazon that provides world-class support to over 3+MM Amazon Sellers and Vendors in over 10 countries. We consider the Sellers, Vendors, Brand Owner and Buyers are our Customers and help to eliminate their problems associated with selling their products in Amazon.
• Excellent written and verbal communication skills in English (business). Able to create the essay in English on program and escalation update with minimal supervision.
• 5+ years of industry experience as program or product management.
• Ability to thrive and deliver result in a fast paced environment, where tactical and strategic activities are driven in parallel.
• Attention to detail and has problem solving/analytical skills to manage multiple, competing priorities simultaneously.
• Ability to work in ambiguous situations, across organizational boundaries, and able to work independently to create a path forward. Master or Bachelor s degree in equivalent work experience.
• Contact Center (Phone, email, chat support) support experience.
• PMP or similar certification.
• Familiarity with six sigma, Kaizen.
• Experience in customer-facing UI development, Internet products and technologies.

Keyskills :
designindustrydirectionmanagementkaizensigmaactionjavabarsupervisioncommunicationrojectprogramsixskills