Sellers are a critical part of Amazon’s ecosystem to deliver on our vision of offering the Earth’s largest selection and lowest prices. These Sellers offer hundreds of millions of unique products providing a broad and diverse inventory of products from Books, Electronics and Apparel to Consumables and beyond. Fulfillment By Amazon (FBA) enables Sellers to provide fast and efficient deliver to their customers using Amazon fulfillment services and now make up the majority of the business on Amazon.com.

Amazon is seeking an experienced and motivated Program Manager to lead our FBA Voice of Sellers Team. This role plays a crucial role in bridging the gap between our company and our valued sellers, ensuring their feedback, needs, and concerns are heard and addressed. They are responsible for driving initiatives that enhance seller engagement, satisfaction, and retention through meaningful interactions and continuous improvement strategies. This role spans cross functionally with a broad range of business stakeholders to define detailed requirements and implement process/system-based solutions for enhancing Seller Experience.

This role will expose you to Seller pain points and ability to reshape their experience by owning continuous improvements for a strategic global supply chain program. You will develop and report on business metrics that enable your program goals, work cross functionally with product, finance, engineering, and analytics stakeholders, and develop automation mechanisms to drive scalability.

Key job responsibilities
• Lead and develop a team of Investigation Specialist to drive Seller Experience (SX) initiatives and leadership goals including Time To Resolve (TTR, Average Handling Time (AHT), Contacts Resolution SLAs and managing escalations.
• Drive operational excellence, design and implement a comprehensive strategy for capturing, analyzing, and prioritizing seller feedback and insights.
• Set delivery/completion dates of program milestones and establish a regular review cadence to report on the state and impact of your initiatives according to established goals
• Utilize metrics to deep-dive into issues and uncover business-driving trends and patterns. Set-up mechanisms to audit and perform necessary course corrections where needed to meet business objectives
• Partner closely with other program/product managers, category teams, operations associates and tech leads to deliver on your roadmap Continuously iterate on feedback collection methods and communication strategies to optimize the seller experience.