Prog. Mgr, Latam Support, Seller Experience

Amazon Servicos De Varejo Do Brasil Ltda.; São Paulo; On-site; BRL 180,000 - 260,000; Full time

Job summary

Amazon Servicos De Varejo Do Brasil Ltda. is seeking a Program Manager for Amazon Marketplace to support Operations, Fulfillment, Seller Experience and Seller Performance.

You will surface Trustbusters and drive solutions by building collaborative relationships with cross-functional teams, reviewing performance metrics and driving strategic initiatives that improve seller experience. Responsibilities include analyzing support data, coordinating with product and program owners, and serving as the

Qualifications

• Bachelor's degree required.
• Strong Portuguese and English communication skills.
• Advanced Excel (Pivot Tables, VLOOKUP) and SQL knowledge.
• Experience in program or project management.
• Experience defining and implementing data-driven process improvements.
• Experience working cross-functionally with non-tech teams.

Responsibilities

• Surface Trustbusters and drive solutions with cross-team collaboration.
• Review performance metrics and ensure accountability for initiatives.
• Coordinate with stakeholders to implement strategic operational changes.
• Serve as escalation point for One Amazon Support topics.
• Promote adoption of internal metrics to improve support quality and speed.
• Communicate findings and link root causes to improvements.

Skills

Communication

Presentation skills

Portuguese & English

Excel Pivot Tables

VLOOKUP

SQL

Program management

Process improvement

Cross-functional

Education

Bachelor's degree

Job description

Are you looking for a new challenge in a fast-paced, innovative company? Come make history in Amazon’s Latam team! We are looking for talented Program Manager for Amazon Marketplace to support on several areas of the business, such as Operations, Fulfillment, Seller Experience and Seller Performance. Amazon strives to be Earth's most customer-centric company, where people can find and discover virtually anything they want to buy online. Over 2 million Sellers in 10 countries list their products for sale on the Amazon Marketplace. Sellers are a critical part of Amazon’s ecosystem to deliver on our vision of offering the Earth’s largest selection and lowest prices.

As a Program Manager, you will be responsible to surface Trustbusters and drive solutions by building collaborative relationships with various business and program teams. The Program Manager will work closely with various stakeholders to drive strategic operational initiatives that will have positive impact on our Sellers. He/She will review performance on key performance metrics, facilitate programmatic input and ensure accountability for strategic and tactical initiatives.

Key job responsibilities

• Identify gaps and pain points across One Amazon Support processes and drive improvements with local and global teams to deliver a consistent seller experience.
• Analyze support data to isolate issues and collaborate with Program and Product owners to determine long-term solutions.
• Track progress across support initiatives and move quickly to secure stakeholder help, managing through obstacles to achieve your objectives.
• Serve as the primary escalation point for local leadership teams and Program Managers on all topics related to One Amazon Support.
• Drive adoption of internal mechanisms and performance metrics that raise support quality and speed of resolution.
• Address barriers through problem solving and coordination with stakeholders.
• Communicate performance, articulate root-cause analysis, and link findings to specific improvement areas.

BASIC QUALIFICATIONS

• Bachelor's degree, or BS degree
• Experience in communication and presentation skills, both written and verbal in Portuguese & English
• Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL
• Experience in program or project management
• Experience in defining and implementing process improvement initiatives using data and metrics
• Experience working cross functionally with non-tech teams

PREFERRED QUALIFICATIONS

• Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
• Experience in project management including resource planning, managing schedules, reporting project status and prioritizing tasks

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