Job Description

DESCRIPTION Amazon.com strives to be Earth\'s most customer-centric company where people can find and discover virtually anything they want to buy online. By giving customers more of what they want - low prices, vast selection, and convenience - Amazon.com continues to grow and evolve as a world-class e-commerce platform. Amazon\'s evolution from Web site to e-commerce partner to development platform is driven by the spirit of innovation that is part of the company\'s DNA. The world\'s brightest technology minds come to Amazon.com to research and develop technology that improves the lives of shoppers and sellers around the world. The IN Private Brands team is looking for a Senior Program Manager to play a pivotal role in our endeavor to be the most Customer - centric company on earth. Our goal is to deliver a world class experience for heavy, bulky, and high consideration purchases. To meet this goal, we are continually innovating, improving, and eliminating the upstream & downstream defects by implementing repeatable mechanisms. If you\'re inspired by a new challenge and making your mark on a rapidly growing business, this position may be for you. Key job responsibilities We are seeking a results-driven and exceptionally structured leader who will be part of a team that is continually raising the bar on Customer experience to meet the unique challenges related to Pre-& post purchase experience for heavy and bulky products. In this role, you will lead the efforts towards a defect free customer experience by detecting anomalies, identifying their root cause, developing and implementing scalable solutions. . Own and deliver the entire Pre- Purchase customer experience metrics and improvement works streams like IDQ, Premium A+ store, Images Videos & live assistance . Revamp and own the Post-Purchase customer experience metrics and charter related to, Installation, Warranty, Returns, Repairs. . Step up a workstream on Customer concierge service for high ticket purchase . Troubleshoot and improve resolution rate across post purchase customer metrics . Drive Operational excellence through improvement in SLA\'s & visibility on customer facing metrics like speed, replication & visibility. . Lead reviews for the team with Senior leadership across internal & external stakeholders. We are open to hiring candidates to work out of one of the following locations: Bengaluru, KA, IND BASIC QUALIFICATIONS - 5+ years of working cross functionally with tech and non-tech teams experience - 5+ years of program or project management experience - 5+ years of delivering cross functional projects experience - Experience defining program requirements and using data and metrics to determine improvements PREFERRED QUALIFICATIONS - 5+ years of driving process improvements experience - Master\'s degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field - . Proven ability to manage multiple competing projects and priorities simultaneously - . Program management skills with the ability to influence internal and external stakeholders and drive project execution - . Understanding of Heavy and Bulky industry like Furniture or Appliances - . Detail-oriented Technical aptitude and agility to learn web-based tools . - . Innovative, team oriented, and have a desire to participate in change and appreciate a dynamic environment with rapidly changing priorities.

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