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DESCRIPTION

Amazon Search Relevance organization is seeking a Sr Technical Program Manager, Search Relevance Customer Operations, to lead a team of BIEs, PMs, BAs, QAEs and Search Support Specialists responsible for the growth and development of some of the critical Search Relevance aspects including Leadership escalations, creating benchmarking studies for Search Relevance, seeking customer anecdotes across trending / popular queries in Hardlines, Consumables, Softlines and Media. He/she is single handedly responsible for ensuring that our Top 4 Organic Results accurately capture the highest relevant products for our customers. This team will follow Search Debug SOPs to narrow down potential root causes of Search Relevance degradation and in case the root-cause is not clear, they will ask the SDEs to help and then document the process in a new SOP. This team will build analytics to surface pockets or segments of search which can improved in matching and ranking layers and will report Top Line metrics and their trends as regular callouts in Weekly Business Reviews and Monthly Business reviews.

The ideal candidate thrives in an ambiguous environment where they must develop, implement, and iterate on business strategies to deliver growth and positive experience for Search end customers. This person has relentlessly high standards and operates as a business owner who understand key levers to achieve results through their team. They have a passion for people management and are at their best when they’re building, developing and guiding high-performing teams.
In this role, you will be responsible for all business and operational objectives of your Customer Operations Management team. You’ll drive the creation and execution of strategies to achieve business goals and collaborate across your team to explore innovative ways to identify and optimize growth levers such as matching quality expansion, ranking strategy, brand positioning, and catalog quality. You will be able to dive deep and understand data patterns and write extensive Search metrics callouts which are presented to Search leadership during business and escalation reviews.

Key job responsibilities
* Should have experience of reporting metrics and business escalations to Business Leadership, very detail and data oriented person capable of excellent written and oral communication skills. Able to produce High Quality Search Escalation and Callout documents for Search Leadership Business Reviews
* Create business and operational objectives for your Customer Operations team. You’ll drive the creation and execution of strategies to achieve business goals, including identifying the correct input metrics to track progress against these goals.
* Collaborate across your team to explore innovative ways to identify and optimize growth levers such as seeking customer anecdotes across trending / popular queries in Hardlines, Consumables, Softlines and Media and ensuring that our Top 4 organic results accurately capture the highest relevant products for our customers.
* Collaborate across you team to narrow down potential root causes of Search Relevance degradation during Escalations using well documented SOPs. In case the root-cause is not clear, talk to Search SDEs to help and then document the process in a new SOP.
* Collaborate across your team to build analytics to surface pockets or segments of search which can improved in matching and ranking layers and will report TopLine metrics and their trends as regular callouts in Weekly Business Reviews and Monthly Business reviews.
* Contribute to goal setting and business strategy development for your peer team to align with Search organizational goals.
* Deliver against complex goals where strategy is not defined.
* Make tradeoffs between short-term Customer needs and longer-term strategic investment.
* Implement and track key input metrics to (1) Measure your team’s success in driving growth for your Customers and (2) Evaluate the quality of the end-Customer experience. Use these metrics to guide your work and uncover hidden areas of opportunity.
* Build and cultivate strong relationships with Search Relevance team, along with internal stakeholders; be a trusted advisor and a business advocate.
* Monitor Customer satisfaction survey results, and investigate both positive and negative feedback trends.
* Use Customer feedback, market insights, and internal data to contribute to the development of features and programs that accelerate Customer growth.