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Description

Job summary
Amazon.com, Inc. seeks to be Earth's most customer-centric company, where customers can find and discover anything they might want to buy online, and endeavors to offer its customers the lowest possible prices. Today, we operate retail websites in nine countries, offering millions of products in more than 40 categories worldwide, and we still like to work hard, have fun and make history!

Retail Business Services (RBS) leverages technology to improve customer experience and selling partner experience while lowering Amazon’s cost structure. Vision of RBS is to accelerate Amazon’s flywheel by 1) improving the customer experience by identifying and eliminating Buying issues, 2) improving selling partner listing quality to drive GMS and reducing fulfillment defects to drive profitability . We strive to eliminate the root cause of the defect and wherever not possible, we leverage machine learning to find and fix at scale or surface to selling partners.

Key job responsibilities
As a Program Manager, you will work on eliminating customer frustration points with the buying process on Amazon retail shopping experiences. In particular, (1) Identify, validate & size the impact of friction points in the buying experience leading to drop-off at various stages of the purchase journey, (2) Partner with upstream teams, subject matter experts, vendor managers & account managers to help streamline and standardize areas impacting buying experience; (3) Work with tech PoCs in RBS and in the partnering team to develop scalable solutions and (4) Prepare holistic documentation on buying experience levers, insights and recommendations.

A successful candidate will be an exceptional strategic thinker and will have exposure to customer experience improvement. Key skills for the role include an extraordinary ability to deal with ambiguity, to network effectively and influence partner teams without authority, to overcome unforeseen obstacles, and a passion for developing a deep understanding of the program, product and ops excellence.

A day in the life
You will work with internal and external stakeholders to identify, define, and specify solutions meeting our customers’ and vendors’ needs.
The individual would have targets on process standardization, automation and business metrics. Would engage with the business and support/service teams and build customer confidence through quality delivery, robust processes and sound reporting metrics. The individual would be responsible and be a point of escalation for the delivery by the teams working with him/her.

About the team
RBS Storewalk+ program focuses on enhancing CX for shopping missions that are highly sought after but have low conversion rates (one standard deviation below PT mean). Our north star is ‘every customer starting their buying journey on Amazon, completes the journey on Amazon, enabled through a defect-free buying experience’. We analyze the customer journey using customer signals across click, add and purchase rate, reformulation rate, anecdotes, etc. We then do a deep dive to arrive at the exact reason (also known as actionable defect use-case) for drop-off which will enable the partner teams to fix the defect.