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Description

Selling Partner Support (SPS) is responsible for creating a trustworthy shopping experience across Amazon stores worldwide by protecting customers, brands, selling partners and Amazon from fraud, counterfeit, and abuse as well as empowering, providing world‐class support, and building loyalty with Amazon’s millions of selling partners. We value individual expression, respect different opinions, and work together to create a culture where each of us is able to contribute fully. Our unique backgrounds and perspectives strengthen our ability to achieve Amazon's mission of being Earth's most customer-centric company.

Within SP Support, Partner Engagement team strives to make Amazon the best way for selling partners to reach customers locally and globally and to operate their businesses, driven by the accurate and efficient support and solutions we provide them. We focus on both preventing Selling Partner (Seller, Vendor and Brand Registry) contacts based on knowledge obtained during our support interactions, and for handling those contacts with quality and efficiency.

ABOUT THE ROLE:
The Senior Program Manager, Workfront will play a pivotal role contributing to the success of Change Management and Defect Elimination charters for the Partner Engagement Team. This role will lead the implementation, configuration, and adoption of Workfront platform, managing technology, workflows, and requirements, as well as supporting process improvements to meet the operational needs of the organization. The role is responsible for building, maintaining, and updating the Workfront configuration and preferences, including setup, portfolio, program, and group management, reporting oversight, custom forms, automation, user management and license allocation. In addition, this role drives the roadmap for system expansion and optimization, creating and maintaining process documentation, as well as monitoring systems and workflow standards. The role will also lead the implementation of new functionality and lead software integration initiatives, defining requirements as well as testing and troubleshooting (Including and not limited to Automation, APIs, and Fusion). The PM will be passionate about the selling partner experience, innovation, and cross-team partnerships to deliver business impact . The role regularly collaborates with a large set of individuals and does not afraid to make hard decisions. This role partners/influences extensively with key stakeholders in Product/Program owners, Operations, and Analytics.

Key job responsibilities
- Regularly review intake processes and user feedback to ensure implementation is meeting expectations, making adjustments to processes as needed to improve the end user experience and metrics

- Collaborate with cross-functional stakeholders to understand current state, difficulties and offer Workfront solutions to meet those challenges

- Support day-to-day system needs and adjustments such as user management and experience, data integrity, audits, as well as user troubleshooting. Lead troubleshooting efforts and track support ticket requests shared by users

- Setup scalable mechanisms/process to fix and reduce upstream defects.

- Implement new functionality and drive automation initiatives by partnering with including API and Fusion integrations.

- Configure Workfront platform to meet business requirements and provide work management transparency through accurate and effective reports and dashboards

- Create, share, and update reports and dashboards as requested by leadership, partnering with stakeholders on requirements

-Create and deliver training content for cross-functional teams on system functionality, updated features, and new processes. Maintain documentation for processes, adoption, standardization, alignment.

- Create and lead Workfront Center of Excellence to support the governance and prioritization requirements for the organization

- Review and prepare for Workfront releases, implementing new functionality and communicating new features as needed

- Be a visible and vocal role model across the wider business for Amazon’s customer-centric culture, championing Selling Partner needs and using data and technology to anticipate and exceed them.