Program Manager , Ordering And Delivery, Selling Partner Satisfaction,Rbs

Join the Selling Partner Satisfaction team as a Program manager. We aim to build an environment where Selling Partners can sell with Amazon hassle free. We are looking for someone who can lead the ordering/delivery excellence team and drive improvements in our Selling Partner journey within Amazon. You will have the opportunity to collaborate with internal / external stakeholders within Amazon and pave way for a frustration free experience.
Key job responsibilities
- Spearhead initiatives to optimize the Ordering and Delivery processes for Amazon Selling Partners.
- Deep dive , identify opportunities of Selling Partner dissatisfaction and drive upstream defect elimination.
- Establish communication channels with Selling Partners and drive education.
- Improve Selling partner satisfaction , SLA and quality metrics.
- Collaborate closely with cross-functional teams, including product management, logistics, and technology, to enhance seller/vendor-facing tools and systems.
- Analyze Ordering and Delivery metrics to identify pain points, inefficiencies, and areas for improvement, implementing data-driven strategies.
- Develop and execute projects focused on reducing lead times, improving order accuracy, and enhancing overall fulfillment efficiency.
- Establish and maintain strong relationships with vendors, gathering feedback to inform enhancements and ensuring a positive end-to-end experience.
- Implement performance measurement mechanisms to track the impact of process improvements and drive ongoing optimization.
- Proactively identify and address potential issues in the Ordering and Delivery pipeline, ensuring a seamless vendor experience.
- Communicate regularly with internal stakeholders and external partners to align priorities and drive collaborative solutions.
- Stay abreast of industry best practices and emerging technologies to continually innovate and improve the Ordering and Delivery ecosystem.
A day in the life
The candidate will be working closely with the internal Retail Business Services (RBS) operations teams that support vendors. The candidate will improve Selling partner experience by driving contact elimination, vendor education and improving internal team speed and quality.
About the team
Our vision is to create a hassle free environment for Selling partners. We empower Selling Partners to be self sufficient in conducting business with Amazon. We are implementing this vision thru eliminating the need for Selling partner to contact Amazon , educating / nudging Selling partners to fix their errors and improve internal Amazon teams speed and quality of support.
We are flag bearers of Selling Partner experience along the Selling partner journey (onboarding , listing , ordering , delivery , payments and chargebacks) within RBS and we expect others to meet the bar we establish.
We are open to hiring candidates to work out of one of the following locations:
Chennai, TN, IND
- 5+ years of program or project management experience
- 3+ years of working cross functionally with tech and non-tech teams experience
- 5+ 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
- 5+ years of driving end to end delivery, and communicating results to senior leadership experience
- Bachelor's degree in business, engineering, operations, supply chain, transportation logistics
- Strong analytical skills, with the ability to interpret data and implement improvements based on insights.
- Proactive problem-solving mindset with a commitment to continuous improvement.
- Root cause Analysis / Lean / Six sigma knowledge.
- Master's degree
- PMP
- Six Sigma Black Belt certified
- CPIM/CSCP - APICS certified
- Familiarity with e-commerce logistics, fulfillment operations, and a deep understanding of vendor needs.