Description
Amazon strives to be the world’s most customer-centric company, where customers can research and purchase anything they might want online or offline. We set big goals and are looking for people who can help us reach and exceed them. Amazon Devices is one of the most innovative and fastest growing businesses at Amazon. Within the Amazon Devices, the Pre-Owned business team offer ... customers selection through a broad portfolio and the opportunity to trade-in and purchase a pre-owned device.
Do you want to work in a role where you are encouraged to build and have the autonomy to push boundaries? Are you looking to create value for millions of customers and drive growth across the Amazon Devices? Do you love to see an immediate impact from your actions? The Pre-Owned Operations team is seeking a customer-obsessed Operations Manager to drive customer and WW operations initiatives, manage our external vendor operations, build new experiences that aim to delight our customers, and solve complex problems. You will play a key role in maintaining our customer expectations to ensure customer orders are handled with speed and accuracy at operations facilities, globally.
Key job responsibilities
• Partner with vendors and relevant partner teams to define priorities and operational goals according to vendor needs
• Understand the key pain points of customers and vendors to improve their experience with Amazon
• Define scalable way to manage and solve operational tasks across a multiple vendors, in multiple countries
• Be the point of contact and a subject matter expert for resolving any operational issues pertaining to assigned vendors
• Audit metrics regularly to continually drive quality of vendor experience while driving operational efficiency
• Identify processes for simplification, tools which are candidates for automation for repetitive, time-consuming tasks to drive productivity with the team
• Influence roadmaps of partner teams to secure automation and reduction of waste
• Develop reverse supply chain strategies to meet program and customer requirements.
• Execute development builds by overseeing technical issue resolution and production schedule.
• Coordinate information flow across teams in support of operations, sales and reverse logistics.
• Drive alignment of processes and initiatives across multiple stakeholder internal and external teams.
• Bring in and incorporate industry best practices into operations business.
• Build mechanisms to track progress of programs and measure impact
• Work independently with internal and external teams to successfully manage the lifecycle of challenging projects, and act as owner in delivering on project objectives and targets. Projects may span organizations or geographies in support of business objectives.
• Lead effective meetings by setting the objectives, putting the right people in the room and driving detailed business and technical discussions/alignment. Document meeting discussions, decisions and future steps, ensuring alignment on expectations with internal partner teams and outside vendors.
• Promptly and accurately communicate project status, risk analysis and risk mitigation plans. Effectively answer project questions in detail, and regularly produce clear and concise summaries for the project to leadership/management team.
• Efficiently manage change order controls, purchase orders, and invoice validation/approvals.
• Excel at building strong working relationships with internal and external stakeholders across multiple projects.
• Travel up to 50%, although travel intensity can be variable based on needs of the operations
A day in the life
This role focuses on delivering results by empowering high-performing operational facilities to seamlessly process customer orders, swiftly resolve any issues, and ensure production remains on schedule. Every day brings new insights as customer and market trends emerge. As the program manager, you will make strategic decisions to continuously enhance the customer experience and foster collaboration across teams. You will work closely with partner organizations throughout Amazon to strategize, implement and refine operational initiatives that drive impact for customers. Through effective leadership and coordination, you will help optimize daily operations and position the program for long-term success.
This Includes
• Daily, weekly, and monthly joint-business meetings with vendor partners.
• Traveling to facilities to inspect, audit, and help train associates.
• Designing, improving, and deep-diving Standard Operating Procedures (SOPs) at vendor locations.
• Deep-diving customer and operations data to find improvement opportunities.
We are open to hiring candidates to work out of one of the following locations:
New York, NY, USA | Seattle, WA, USA | Sunnyvale, CA, USA
Basic Qualifications
• 4+ years of program or project management experience
• 3+ years of defining and implementing process improvement initiatives using data and metrics experience
• Experience using data and metrics to determine and drive improvements
• Experience working cross functionally with tech and non-tech teams
• Experience in reverse logistics, returns, repair and/or refurbishment
• Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level
Preferred Qualifications
• 3+ years of driving process improvements experience
• Experience building processes, project management, and schedules
• Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
• 3+ years of driving end to end delivery, and communicating results to senior leadership experience
• 5+ years of managing external reverse logistics partners (repair, refurb, returns and/or trade-in).
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. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $59,300/year in our lowest geographic market up to $142,800/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.
Company - Amazon.com Services LLC
Job ID: A2579195
