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Description

Are you passionate about advocating for small businesses while helping shape the future of the Amazon seller experience? We are seeking a results-driven, analytical Program Manager to develop and own a transformative Seller Internal Advocacy role that will optimize how our team supports sellers in our global stores. This role will establish and maintain critical partnerships with product and service teams across Amazon to resolve issues quickly and effectively while addressing the root cause.

The successful candidate will manage daily seller issue resolution operations, develop systematic analysis capabilities, and partner with key stakeholders to ensure efficient resolution. You will facilitate seller engagements with business teams, contributing to seller experience improvements while leveraging relationship building and high judgement to inform aspects of our team strategy.

The ideal candidate thrives in a complex, fast-paced environment, can identify, communicate and influence far-reaching improvements, and possesses the ability to build strategic relationships across multiple stakeholder groups. They should be able to balance reactive issue resolution with proactive engagement while maintaining focus on creating a better seller experience that improves overall seller satisfaction within our store.

Key job responsibilities

• Managing daily seller issue resolution operations and developing systematic analysis capabilities to identify trends and opportunities for seller experience improvements.

• Coordinating with teams across Amazon to manage and resolve highly impactful seller issues through traditional and non-traditional channels to prevent executive-level involvement, requiring high judgment, the ability to influence internal teams, and strategic communication skills.

• Collaborating with cross-functional teams to establish and maintain efficient issue resolution pathways.

• Building and maintaining strong relationships with partner teams to facilitate seller feedback and inform roadmap decisions that enhance seller experience.

• Analyzing seller issue trends to identify root cause, developing comprehensive solutions, and influencing stakeholders to implement improvements that prevent future issues.

• Coordinating communication between sellers and internal teams to ensure clear, consistent messaging and effective issue resolution.

• Championing seller experience improvements with both internal and external teams, including senior leadership, and influencing global stakeholders to align on resolution approaches.

• Creating and maintaining documentation of resolution pathways, best practices, and success metrics to support the scalability and effectiveness of the issue resolution framework.

• Anticipating potential bottlenecks in the issue resolution process, providing proactive solutions, and balancing urgent seller needs with operational constraints to deliver innovative solutions.

About the team

The Seller External Relations team is responsible for ensuring that external perception mirrors the reality that Amazon’s store is a great place for third-party sellers to build and maintain thriving businesses.

Basic Qualifications

- 3+ years of program or project management experience

- 3+ years of defining and implementing process improvement initiatives using data and metrics experience

- Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL

- Experience using data and metrics to determine and drive improvements

- Experience working cross functionally with tech and non-tech teams

Preferred Qualifications

- 3+ years of driving end to end delivery, and communicating results to senior leadership experience

- 3+ years of driving process improvements experience

- Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization

- Experience building processes, project management, and schedules

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.