North American Stores (NAS) is seeking an experienced, driven Principal Program Manager to lead our Retail Efficiency Program - a strategic initiative focused on delivering transformative productivity across our Retail teams. This senior-level position will drive significant change in how our Retail teams operate, influence technical roadmaps across multiple VP orgs, and deliver measurable improvements in employee productivity and satisfaction.

This Principal Program Manager role is significantly complex, requiring a leader who can quickly build mastery over Retail workflows and tools, use strong judgement to identify top opportunities, navigate a highly fragmented technical landscape, and use technology and process improvement to solve endemic Retail pain points such as data fragmentation and tool proliferation. The role is strategic, requiring a leader who can build new mechanisms to measure progress and collect feedback; make high-judgement, data-driven, prioritization or tradeoff decisions on behalf a broad customer base; and provide thought leadership to apply emerging technologies to difficult problems. The person in this role must also develop a deep understanding of the Retail business, effectively connecting-the-dots between technical feature development and how teams operate in practice. The person in this role will have a broad impact - affecting the daily work of thousands of Retail employees across multiple regions, influencing tech roadmaps across multiple VP orgs, and saving employees hundreds of thousands of hours annually – and must be adept at communicating and influencing at a large scale. Finally, this role requires a person who is able to overcome major obstacles and deliver results at a high level. Many of the problems this role will tackle have been persistent pain points for over a decade – success will require grit, a strong bias for action, creative problem solving, and an ability to influence without authority.


Key job responsibilities
• Own end-to-end strategy development and execution for the NAS Internal Efficiency program, with a goal of driving a step-change in the efficiency of Retail tools and processes
• Establish and deliver on key metrics around employee productivity, tool effectiveness, and operational efficiency; where needed, invent and implement new measurement frameworks to quantify productivity improvements
• Use data and anecdotes to influence roadmaps across dozens of engineering teams in multiple VP orgs, accelerating progress delivering efficient tooling on behalf of Retail employees
• Lead enablement of technology and process best practices, ensuring NAS Retail teams stay up-to-date with tooling changes
• Partner with WW stakeholders across regions to converge on best practices and scale efficiency efforts
• Report on progress and surface open debates in quarterly business reviews up to the SVP level


About the team
North America Stores Amazon Customer Excellence System (NAS ACES) is a centralized efficiency team that works on behalf of NAS Category teams to increase employee efficiency, improve Selling Partner (SP) experience, and accelerate SP growth. NAS ACES consists of Vendor Tooling, Internal Tooling, Vendor Support, and the Retail Efficiency Program. This role supports the Retail Efficiency Program, which is chartered with increasing the proportion of time Retail employees spend on work that both requires high judgement and creates direct value for customers or Amazon.