Sr. Change Program Manager, Partner Support and Solutions

Sr. Change Program Manager, Partner Support and Solutions

5-8 years
Not Specified

Job Description


Job summary
The Change Program Management (CPM), in the Partner Support and Solutions (PSAS) organization, is seeking a passionate and experienced Sr. Program Manager.

CPM Objectives

The Change Program Management (CPM) team reports to the Senior Selling Partner Experience (SPX) Manager, and primarily focusing on project managing the Selling Partner facing program/product changes and minimize resulting variability in contacts or issues volumes to contribute our mission to strive to make Amazon the best place for Selling Partners. These changes are in the form of new features or changes in existing features initiated by business and technical teams in Amazon, and CPM collaborates with business team and PSAS stakeholders to provide a consistent Selling Partner Experience.

Role objectives:
1. Responsible for project management in Japan (JP), and emerging stores like Australia (AU), Singapore (SG) etc.
  • Starting from the project intake planning, process improvements, and driving the assigned Extra Large/Large effort projects.
  • Demonstrate the capability of working among the Business partners and the Operation team to ensure all the stakeholders are pre-notified on the forthcoming launches, identify appropriate resources needed, and develop schedules to ensure timely completion of projects by meeting the project milestones.
  • Plan, schedule and communicate all Seller-facing platform changes to both the Sellers and Seller Support Operations team to ensure they are notified and prepared prior to production release.
  • Influence program strategies with the business team by sharing SPX insights

2. Being the point of contact for new changes within PSAS Organization.
  • Be a Trusted Advisor for the business partners (e.g. Program/Product Owners) by managing the project End-to-End such includes Assess the risks, anticipate the bottlenecks, provide the escalation management, make trade-offs, balance the selling partner experience needs versus business constraints and encourage risk-taking behavior to maximize the business benefits.
  • Partner with business teams to determine preventative actions and for timely communication to executives with accurate details.
  • You will work with all the stakeholders to ensure they are notified on the project status, making sure all project teams complete their assigned responsibilities, identify appropriate resources needed, and develop schedules to ensure timely completion of projects by meeting project milestones.

3. Ensure to share the post-launch outcomes (contact volume, voice of selling partner, insight, PSAS Ops impact) with business stakeholders.
  • Drive postmortem analysis (contact trends, identifies root cause) as required, share the VOS insight, successes and the lessons learned with business partners/SPS cross-functional teams to enhance the perfect selling partner interaction.

Key job responsibilities
The Change Program Manager (CPM), manages the implementation of business critical/cross functional projects that serve major business. High level role & responsibilities are
  • Obtain PSAS and Business processes/policies knowledge effectively influence stakeholders to ensure Selling Partner / Associates experiences are protected for all CPM managed changes.
  • Anticipate, identify and drives resolution of any Selling Partner / Associate facing defects to prevent downstream problems prior to launch.
  • Maintain the strong relationships with their business partners, and PSAS internal project members such are Editorial, SOP/Paragon Workflows (PWFs), Training, Capacity/Work Force Management (WFM), Finance, and CRA (Contact Routing Administration).

About the team
Change Program Manager (CPM) - the overall readiness project/program owners within PSAS who also support ideation phase with business stakeholders to understand the roadmap and strategy, as well as project scope assessment to identify potential risks & mitigations, planning, and execution phases
  • 5+ years of experience in program or project management
  • Experience defining program requirements and using data and metrics to determine improvements
  • 5+ years of experience working cross functionally with tech and non-tech teams
  • 5+ years of experience delivering cross functional projects

1. Ability to thrive in a fast paced environment, manage competing priorities across multiple projects under tight deadlines.
2. Superior verbal and written communication skills and the ability to gain support for programs and initiatives.
3. Attention to details and has problem solving/analytical skills to manage multiple, competing priorities simultaneously.
4. Demonstrated the ability to work in ambiguous situations, across the organizational boundaries (including virtual and globally distributed teams), and able to work independently to create a path forward.
5. Ability to create the scalable process and communication plan with multiple cross functional changes.

1. Belief in the value of participating in, and contributing to a collaborative team environment.
2. Familiarity with six sigma, Kaizen.
3. Experience in customer-facing UI development, Internet products and technologies.
4. Contact Center (Phone, email, chat support) support experience.
5. Master or Bachelor's degree in equivalent work experience.

Job Details

Employment Types:




About Amazon 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 - 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 to research and develop technology that improves the lives of shoppers and sellers around the world.

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