Senior Program Manager, Service

Interested in innovating to deliver world-class service to Amazon's Selling Partners? Marketplace Innovation (MPI) is seeking for a Senior Program Manager to lead the Strategic Account Services (SAS). SAS program is designed to improve the Selling Partner experience on Amazon and accelerate their growth through holistic account management by SAS Merchant Consultants working directly with Selling Partners to increase the value, choice, and convenience of their business.

Our team will invent and innovate through technology, expand programs to improve Selling Partner engagement and satisfaction, and enable global solutions by working with the US, EU and China teams. We are seeking a Senior Program Manager, Service Offering to develop and scale our SAS business launched in 2020. This role will be responsible for continuously improving Selling Partner experience by enhancing SAS service offering to dynamically grow our Selling Partner business.

You will be expected to develop new paid programs as well as improve existing ones to achieve the business outcome based on a clear analysis of the voice of the Selling Partners and the market. You will play a key role in developing our portfolio of SAS solutions with cross-functional teams and colleagues in JP, US, EU and China. The ideal candidate will have strong analytical skills, be able to scrutinize ambiguous situations, define and build logic and mechanisms based on large data sets, owning the projects end-to-end with multiple stakeholders, and deliver results.

• Improve Selling Partners growth and satisfaction through designing service offering that meet the demand of Selling Partners
• Design, develop, and track the effectiveness of service offerings that meet the needs of Selling Partners, continuously validating and improving their experience and business growth.
• Identify, assess, and improve the optimal cost to serve in order to ensure profitability while meeting Selling Partners requirements. Validate and optimize the fee model for sustained operation of the paid business.
• Collaborate with domestic and global teams to actively incorporate their best practices and identify and prioritize high-impact improvement opportunities.
• Independently drive projects from end to end to deliver results, working with multiple stakeholders.
• Responsible for documentation for new service launches, business reviews and annual plans.
• Operates in autonomously and seeks leadership input / guidance on decisions impacting the broader business.

• 8+ years of program or project management experience
• 8+ years of Business strategy or Non-Tech Program Management experience
• 8+ years of managing stakeholders in cross-functional project experience
• 8+ years of owning program strategy, end to end delivery, and communicating results to senior leadership experience
• 5+ years of profit & loss 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
• Business level English and Japanese language skills (verbal and written)
• Microsoft Excel and SQL fluency

• 5+ years of change management experience
• MBA
• Experience in influencing senior leadership through data driven insights

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