Job Description
DESCRIPTION
Join us in reinventing the Premium and Luxury online shopping experience! This role offers an opportunity to define and change the way customers buy Premium and Luxury products online. Are you interested in using the latest advances in machine learning, computer vision, and big-data technologies to build online customer experiences that can equal or even surpass an in-store experience? The Elevated Shopping team is reinventing the shopping experience for Premium and Luxury customers, transforming Amazon into the most trusted high-end online shopping destination.
We are seeking a Program Manager (PM) with a strong background executing complex Customer Experience (CX) initiatives for Retail that involve content integration and workflow improvements in a multi-organizational, fast paced environment.
A PM works cross-functionally and in multiple geographies leading multiple initiatives focused on improving the Premium and Luxury CX customers.
A PM works backwards from Customer requirements and uses data to drive solutions and debates; understands areas to standardize and optimize, and prioritizes and delivers business requirements by promised deadlines.
The initial scope for this role is to support Product Managers and tech teams to build and expand Premium CX features and content integrations on the Amazon Store, spanning Homepage, Detail Page, and Search. You will organize and define programs and implementation paths, and lead the team through tactical execution for multiple new features and feature expansions.
Key job responsibilities
- Manage and prioritize program life-cycles, often complex and cross-functional, and deliver projects to achieve goals that impact one or more organizations.
- Define new programs, scope, set objectives, analyze data and drive improvements quantified with one or more metrics.
- Tactically collaborate with teams in and outside of your organization to deliver results.
- Apply relevant tools and mechanisms to drive and measure progress.
- Partner with various stakeholders including product, legal, operations, software developers, data engineers, and science teams.
- Communicate status to all stakeholders including through regular business reviews, and escalate issues when required.
- Identify and solve ambiguous problems. In particular, identifying customer needs and inventing new ways to meet those needs.
A day in the life
- Effectively partner with all levels of leadership. You are adept at building consensus. You are able to represent, verbally and in writing, complex decisions, trade-offs, and potential solutions clearly to leaders up to 3 levels above to help them understand the decisions they have to make and what options they have.
- You influence within your team the priorities and solutions for systems, workflows, and technologies.
- You manage cross-functional communication to ensure all stakeholders are informed and needs aligned.
About the team
The Elevated Shopping (eShop) team mission is to serve premium and luxury customers and brands with personalized, seamless, and delightful experiences that reflect their discerning tastes and elevate online retail to a new standard of excellence. We combine state of the art technology, scientific precision, and breathtaking product visuals to create exceptional customer experiences.
The Premium Shopping Experience (PSX) initiative is critical to firmly establish Amazon Stores as a destination to shop high quality Premium products. This program has high leadership visibility and spans organizations across Stores and 15+ partner teams.
BASIC QUALIFICATIONS
- 3+ years of program or project management experience
- Experience using data and metrics to determine and drive improvements
- 3+ years of defining and implementing process improvement initiatives using data and metrics experience
- Experience working cross functionally with tech and non-tech teams
- Experience in driving end to end delivery, and communicating results to senior leadership
- Bachelor's degree
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