Prog. Mgr, Latam Support, Seller Experience

Amazon Inc.; São Paulo; Hybrid; BRL 180,000 - 240,000; Full time

Job summary

Amazon Inc. LatAm Program Manager for Seller Experience leads initiatives across Operations, Fulfillment and Support to improve the seller journey. You will surface issues, drive data-backed solutions, and coordinate with regional and global teams to raise service quality.

Expect to analyze performance metrics, manage cross-functional projects, and communicate findings clearly to leadership. Fluency in Portuguese and English is required; strong Excel and SQL skills are essential.

Qualifications

• Bachelor's degree required.
• Fluent written and spoken Portuguese & English.
• Advanced Excel incl. Pivot Tables and VLOOKUP; SQL knowledge.
• Experience in program or project management.
• Experience using data and metrics to drive process improvements.
• Experience working cross-functionally with non-tech teams.

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 objectives.
• Serve as the primary escalation point for local leadership teams and Program Managers on 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.

Skills

Portuguese & English

Program management

Cross-functional collaboration

Data analysis

Excel advanced

SQL

Education

Bachelor's degree

Tools

Excel Advanced

Pivot Tables

VLOOKUP

SQL

Job description

Prog. Mgr, Latam Support, Seller Experience

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

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.

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. Veterans, military spouses, and people with disabilities are encouraged to apply.