Job ID: 2711960 | Amazon.com Services LLC
Do you want to play a role in the transformation of Selling Partner Support? We are recruiting a PM to help us craft our next-generation workflows solution.
Over the last seven years, we have built guided experiences that SPs and Support Associates use to get quick, accurate resolution when they encounter problems. We now have 67 self-service and 49 Associate Workflows in 21 marketplaces, translated into 34 languages, covering 55% of Seller issues, used 138MM times in 2023. In 2023, our team eliminated 1.15MM Seller contacts by automating resolution to their problems without requiring an Associate. We also eliminated nearly 1500 defects in our production experiences, reducing handle time and case re-open rates.
In 2024, we are busy transforming our legacy Workflows into Actions so that we have a library of capabilities that our new "Get Help" LLM-driven support experience will use to improve Selling Partner problem intent prediction, solution accuracy, and response quality. Once we complete re-implementation of our Workflows as Actions, those components will be LLM-learnable, -predictable, and -orchestratable; and we will turn our focus to automation expansion and building capabilities so that we can learn from our Associates about the improvised solutions they execute and get those codified in our model and scaled across the Associate population so that we can resolve more cases automatically and improve the Associate experience and resolution accuracy when human in the loop is required.
Key Responsibilities
- Build business cases, articulate strategy, sell your vision to leadership, understand the market, analyze consumer engagement, lead your team, etc.
- Make hard, high-judgment trade-offs between features and speed-to-market
- Develop a long-term strategy for your area of ownership and execute go-to-market plans for new features and offerings.
- Present your findings to large groups, including senior leaders
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
PREFERRED QUALIFICATIONS
- 2+ 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
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 this link.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $104,100/year in our lowest geographic market up to $185,000/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit this link.
Posted: September 27, 2024 (Updated about 22 hours ago)
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