Program Manager, Policy and Process, Account Health Support

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.

The AHS Policy and Process Manager within the Account Health Support team acts as a primary interface between AHS and the internal business partners we support.

As an AHS Policy/Process Manager, you set the strategy for new program rollouts within AHS, define the processes that make up that strategy, and develop the tools to execute and measure it.

This role will be responsible for executing end-to-end process improvement programs that results in the standardization of business processes and implementation of best practices.

A successful candidate will demonstrate strength in the following competencies:
Continuous Process Improvement:

- Shares findings for process and tools improvement with the global AHS network.
- Summarizes the best practices and communicate with the site leaders/Operations managers.
- Exhibits mastery of AHS process and tools
- Develops narratives to communicate process findings to leadership
- Able to communicate nuances in AHS Specialist workflow to leadership and external stakeholders.
- Serve as primary process improvement liaison to local site leadership.

Consultant and Business Partner:
- Defines / scopes programs or deliverables – helps to engage with the business.
- Works backwards – demonstrates planning capability to execute on deliverables (manages stakeholders, and coordinates details).
- Executes needs assessments (surveys, interviews) and makes process/program improvements accordingly.
- Continuously improves needs assessment process.
Focuses on the optimal Specialist experience and makes suggestions for improvement.
- Helps org to optimize on best practices.

Measures and Delivers Results:
- Conducts surveys, makes improvements, and creates reports.
- Gathers and does initial analysis on deliverable impact.
- Uses appropriate judgement to balance use of and application of anecdotal related to the success of the deliverable and is able to theme it with the other results.

Key job responsibilities
Responsibilities include program scoping, launch design, collection and analysis, site visits, proposal of new standards, communication of results to senior Seller Trust & AHS management, and subject matter expert (SME) support for implementations of recommended improvements.

As a Policy/Process manager you will:
- Create roadmaps for project implementation and brief various teams on requirements
- Set measurable milestones for projects as well as continuous goal setting for ongoing programs
- Collect and analyze data to drive project decisions and provide business insights
- Run meetings with partner teams to track progress, implement new initiatives, and improve existing programs
- Manage internal and external stakeholders
- Own and develop SOPs, guided workflows, call guides, and other resources used by AHS specialists

A day in the life
Every day is different as a Program Manager.

You’ll work both independently and collaboratively on projects, which may be at different stages of the project lifecycle, from development to delivery.

You might spend your morning gathering data and feedback to assess a program pilot, then spend your afternoon discussing a resourcing plan for another project.

You will collaborate with other teams, track project progress, and share updates with key stakeholders.

About the team
The Policy Process Management Office (PPMO) starts the AHS flywheel as we work with policy teams to identify use cases and set the vision for processes.

PPMO assumes end-to-end ownership for programs, including forecasting volume, establishing annual goals, supporting new use case launches for Seller preventative enforcement and reinstatement, and driving operational improvements.
Basic Qualifications
- 3+ years of program or project management experience
- 3+ years of defining and implementing process improvement initiatives using data and metrics experience
- Knowledge of Excel at an intermediate level (e.g., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, etc.)
- Experience using data and metrics to determine and drive improvements
- Experience working cross functionally with tech and non-tech teams
- Bachelor's degree OR 3 years of experience
Preferred Qualifications
- 3+ years of driving end to end delivery, and communicating results to senior leadership experience
- 3+ years of driving process improvements experience
- Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
- Experience building processes, project management, and schedules

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers.

If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information.

If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

Our compensation reflects the cost of labor across several US geographic markets.

The base pay for this position ranges from $66,800/year in our lowest geographic market up to $142,800/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 https://www.aboutamazon.com/workplace/employee-benefits .

This position will remain posted until filled.

Applicants should apply via our internal or external career site.

Required Skill Profession

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