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Description

We are looking for a candidate that is interested in building an innovative service that leverages Amazon Global Customer Service's (CS) capability and technology platforms to provide a ground breaking service for cross business line customers. These customers include Cross border shopping, Customer Service by Amazon for Marketplace Fulfillment Network (MFN) Sellers, and other new business expansion at Amazon global sites.

We are looking for a smart, enthusiastic and creative leader with a strong background in leading program management who also has a track record of strategic and tactical program execution. This job will build a new top-grade service that helps customers have a better experience with Amazon stores.

In this position, the ideal candidate will play a leading role diving deep into the customer and seller needs, defining customer and seller service product requirements, developing the opportunities, and finally launching the product. This role requires coordination across CS global teams and external teams in order to build and expand the product to global sites.

This candidate will lead the program management, work with account managers, product managers, multiple technical teams, CS operations, and various supporting teams including HR, Finance, legal, Information Security and international business. They will work with these teams to define the program objective, strategy, and roadmap; draft the strategic program proposal and vision to get buy-in from different stakeholders.

The successful candidate must have exceptional cross-functional team management skills, strong business acumen, analytical skills and operation experience. We are looking for someone who is excited to take on new, ambiguous initiatives with strong program management capabilities to lead multiple programs simultaneously.

Key job responsibilities

- Dive deep into the customer and seller needs under different business lines, define the program objective and product roadmap that appeals to those customer needs and create seller value, and finally launch the product in collaboration with cross functional teams.

- Develop the opportunities to expand the business scope to improve more customer experience.

- Lead the cross-team activities and influence different stakeholders from both internal Customer Service and external teams to drive business strategy.

- Define and manage the end-to-end program management process, including governance and tracking and reporting of the projects, share blockers and escalate as needed to unblock the project deliveries.

- Draft strategic document for planning, executive presence and review.

- Be an effective communicator, have a demonstrated ability to earn the trust of stakeholders across a cross-functional team of individuals, are data-driven, and have experience managing complex product challenges.

- Customer obsessed and not afraid to get your hands dirty navigating requirements from different business teams.

- Have a strong bias toward data driven decision making, and ability to understand how metrics relate to business problems and with each other.

- Be willing to experiment, fail fast, learn and iterate to improve.

A day in the life

If you are not sure that every qualification on the list above describes you exactly, we'd still love to hear from you! At Amazon, we value people with unique backgrounds, experiences, and skillsets. If you’re passionate about this role and want to make an impact on a global scale, please apply!

Amazon offers a full range of benefits that support you and eligible family members, including domestic partners and their children. Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment. The benefits that generally apply to regular, full-time employees include:

1. Medical, Dental, and Vision Coverage

2. Maternity and Parental Leave Options

3. Paid Time Off (PTO)

4. 401(k) Plan

Basic Qualifications

- Bachelor's degree

- Experience using data and metrics to determine and drive improvements

- 5+ years of program or project management experience

- Experience owning program strategy, end to end delivery, and communicating results to senior leadership

- Ability to confidently and accurately communicate in Mandarin and English, both verbally and in written form

Preferred Qualifications

- Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field

- 2+ years of driving process improvements experience

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, 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.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $104,100/year in our lowest geographic market up to $185,000/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.