Sr. Program Manager, Delivery Experience, Emerging Stores

Amazon · Retail & E-commerce

Bengaluru, Karnataka, India
On-site
Posted today
Operations & Supply Chain
full-time

About the job

Amazon is seeking a Senior Program Manager to enable India and Emerging Markets of Amazon build a fast, reliable, and sustainable customer shopping and delivery experience. The individual in this role will collaborate across a cross-country team of program, product, tech, BI and Science leaders to plan, execute, validate, and deploy complex customer experience capabilities across International Emerging stores. This role will partner with teams across the globe to launch and drive impact through bespoke solutions. The ideal candidate will obsess over customers and have a proven track record of delivering results while managing high level of complexity. Successful candidates will have experience with Program Management in a broad, global organization, have experience working with a variety of cross-organizational stakeholders, and be able to juggle competing priorities. This candidate must have crisp communication skills, and have experience communicating project status and updates across a global audience. Ability to navigate ambiguous programs, influence without authority, and a high bias for action are critical for success in this role.

This role requires willingness to travel internationally across our key IES markets, including Latin America (Brazil and Mexico), Australia, and the Middle East (UAE, Saudi Arabia), to engage directly with local teams, understand market-specific customer behavior, and drive alignment.

Key job responsibilities

As a Sr. Program Manager in the team, you will be responsible for

Managing the programs for international expansion charter for IES DEX. This will entail working with technical partners like PMs, TPMs, SDEs, SDMs, as well as with local counterparts/product managers across Emerging countries.

You will own delivery and tracking of critical leadership goals to enable capabilities globally, and hold partner teams accountable to drive impact from the enabled capabilities.

You will establish mechanisms viz. setup and own the Monthly Business Reviews, progress flashes, etc. to socialize with Senior leadership across IES.

In partnership with local teams, you will identify new problem sets, cost-saving and CX improvement opportunities, missing product/tech capabilities to inform and shape the IES DEX Roadmap.

About the team

As Amazon International Emerging Stores’s DEX team, we are at the forefront of the Customer Experience product thought leadership - working on some of the most difficult Customer Experience problems while partnering with research scientists, software developers, and business leaders. With the focus on driving real impact on Amazon's long-term profitability, we build new analysis from ground up, proposing new concepts and technology to meet business needs, and translating these concepts into robust scalable products that deliver tangible value to our customers and to the IES business.

Basic qualifications

5+ years of program or project management experience

Experience using data and metrics to determine and drive improvements

Experience owning program strategy, end to end delivery, and communicating results to senior leadership

Experience identifying and improving business processes

Experience in written and oral communication, including the ability to communicate with all levels in the organization (technical, business, executive)

Experience in data analysis and problem solving

Experience in building financial and operational reports/data sets that inform business decision-making, or experience in identifying incomplete or inaccurate data, identifying the root cause and creating/implementing an escalation plan

Experience creating and improving processes

Experience with analytical tools and ability to dive deep into metrics and reporting

Experience developing tools, reports, process maps, scorecards, and data visualizations that improve upon those currently employed for understanding the business and making decisions

Preferred qualifications

Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field

2+ years of driving process improvements experience

Experience dealing well with ambiguity, prioritizing needs, and delivering measurable results in an agile environment

Experience making business recommendations and influencing stakeholders

Experience working with global cross-functional teams

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