What are the responsibilities and job description for the Program Manager, Account Health Support, Account Health Support position at Amazon?
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-commerc
interface between Amazon and the internal business partners we support. We obsess over providing world-class support to Sellers selling on the Amazon platform. We strive to predict the Seller's needs before they recognize they may have a problem, and provide solutions to assist our third-party business partners better serve their customers.
Program Managers on the Account Health Support (AHS) team are Subject Matter Experts responsible for measuring and testing processes to inform program-level actions including identifying and escalating potential gaps in risk assessment methodology, controls, and Seller experience. AHS Program Managers specialize in multiple verticals and are closely aligned with policy teams to leverage the ever-changing expertise of their risk colleagues. They are passionate about educating AHS Risk Managers when there are areas of opportunity and partner with policy teams to remove barriers. AHS Program Managers use data to measure the program and craft narrative reviews to inform business partners about opportunities. They collaborate with the AHS Global Process Owner on training, content, and quality to identify and close knowledge gaps for our team of worldwide AHS Risk Managers.
The ideal candidate handles internal escalations to prioritize the Seller appeal process and facilitating program eligibility reviews based on their policy vertical specialty. AHS Program Managers are passionate about resolving issues on behalf of our Sellers and employees. They are responsible for managing escalated interactions with AHS Risk Managers from intake, tracking, reporting, and analyzing trends while partnering with internal stakeholders and service teams in the identification of root cause(s) and corrective action(s) on defect reduction.
Program Managers review issues incurred by Sellers that are not engaging or demonstrating they are actively working to address account health issues. They are focused on detecting risk to ensure we retain vigilance in an ever-evolving risk environment while reviewing risk indicators and past Seller behavior. This enables the team to use their experience and data indicators in the decision-making process. As enforcement decisions need to be made quickly if necessary, AHS Program Managers prevent exposing Sellers to potential defects for a longer period of time. Successful candidates will focus on proactively identifying upstream policy defects that could negatively impact AHS as well as remedying existing process defects. The AHS Program Managers are accountable for escalations and deep diving accounts that require senior leadership review.
Key job responsibilities
* Demonstrate the ability to recognize and identify system, process, and policy issues impacting our Sellers and drive business improvement initiatives proactively providing solutions to program and product managers on areas identified for improvement.
* Perform analysis of data from a variety of sources to identify possible risk indicators and partner with internal stakeholders to drive root cause analysis.
* Communicate identified issues clearly, concisely, and consistently (verbal and written) with all stakeholders as well as oversee responses from Policy Operations to questions from leadership related to the issue.
* Write and publish techniques, guidance, and reports on incident findings.
* Monitor execution of fixes and features changes to ensure progress is made to prevent and/or otherwise mitigate recurrence of high-impact issues.
* Use rigorous logic and methods to solve difficult Seller problems with effective solutions, probe appropriate sources for answers, look beyond the obvious, and doesn't stop at the first answer.
* Create and manage relationships with multiple levels of the business (SPRO, SPS, AHS) to foster collaboration and Seller success.
* Measure key metrics, process, or control risk to inform product and program level risk assessments.
A day in the life
* Manage and process business escalations including reporting to leadership; accountable for SLA and quality of response.
* Taking personal ownership of/or allocating new escalations and ensuring resolution in a timely manner.
* Make recommendations to operational leadership and program owners on opportunities for risk mitigation.
* Work to remove barriers for teams that are preventing successful compliance with quality or set metric standards.
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 (Pivot Tables, VLookUps) at an advanced level and SQL
- Experience using data and metrics to determine and drive improvements
- Experience working cross functionally with tech and non-tech teams
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 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.
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.
