Program Manager II, WW FBA - SOps

Amazon Inc.; Bengaluru; On-site; INR 3,500,000 - 5,200,000; Full time

Job summary

Amazon Inc. in Bengaluru, KA, IND is seeking an experienced Program/Project Manager for FBA Support Ops.

The role focuses on end-to-end lifecycle management for seller engagement use cases, establishing SOPs, and coordinating with global teams to ensure scalable, measurable outcomes. The candidate will drive data-driven improvements, handle cross-functional partnerships, and own escalation paths for seller issues, aiming to raise seller experience and process efficiency across large-scale

Qualifications

• 3+ years of program or project management experience.
• 3+ years of cross-functional collaboration with tech and non-tech teams.
• 3+ years of defining and implementing process improvement initiatives using data and metrics.
• Bachelor's degree.
• Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL.
• 3+ years of driving end to end delivery, and communicating results to senior leadership.

Responsibilities

• Own end-to-end program lifecycle for new seller engagement use cases across multiple FBA programs.
• Establish SOPs which promote the adoption of appropriate solutions and sustainability of desired results in complex operational environments and large scale launches.
• Partner with WW FBA teams to prioritize and execute new use cases; coordinate across Capacity Planning, WFM, Training, SOP, and Seller Engagement Ops teams for seamless launches.
• Work with product managers and leaders to ensure that strategies scale, and make smart trade-offs; identify gaps and elevate appropriately.
• Own the VoS pipeline end-to-end: intake seller pain points, develop RCA, implement solutions, and measure impact.
• Identify and close SX gaps through data-driven insights and cross-functional partnership with Product, Tech, and Policy teams.
• Drive ops efficiency improvements — reducing waste, improving throughput, and optimizing seller engagement resource allocation.
• Serve as escalation point for seller issues: investigations to identify root-causes, drive resolution, and track progress through to closure.

Skills

Program management

Cross-functional collaboration

Data-driven decision making

Stakeholder management

SQL

Excel (Pivot Tables, VLookups)

Education

Bachelor's degree

Tools

SQL databases

Excel

Job description

Fulfillment by Amazon (FBA) enables millions of sellers worldwide to leverage Amazon's world-class fulfillment network — from storage and pick-pack-ship to customer service and returns. FBA Support Operations (S-Ops) is the team that ensures sellers receive best-in-class support throughout their FBA journey. We manage end-to-end seller support across multiple FBA programs, drive contact elimination through automation and process improvement, and continuously raise the bar on seller experience. Our mission is to make every seller interaction effortless — and where possible, eliminate the need for sellers to contact us at all.

Key job responsibilities

• Own end-to-end program lifecycle for new seller engagement use cases: intake, assessment, design, change management, launch, and BAU integration across multiple FBA programs


• Establish SOP's which promote the adoption of appropriate solutions and sustainability of desired results in complex operational environments and large scale launches


• Partner with WW FBA teams to prioritize and execute new use cases; coordinate across Capacity Planning, WFM, Training, SOP, and Seller Engagement Ops teams for seamless launches


• Work with product managers and leaders to ensure that strategies scale, and make smart trade-offs (e.g., short- vs. long-term needs). Identify gaps between teams, processes and plans, and demonstrate good judgment in how and when to elevate


• Own the VoS pipeline end-to-end: intake seller pain points, develop clear and concise root-cause analysis (RCA) and write-ups, implement solutions with cross-functional owners, and measure impact


• Identify and close SX gaps through data-driven insights and cross-functional partnership with Product, Tech, and Policy teams


• Drive ops efficiency improvements — reducing waste, improving throughput, and optimizing seller engagement resource allocation


• Serve as escalation point for seller issues: own investigations to identify root-causes, drive resolution, identify preventative solutions with cross-functional business owners, and track progress through closure


• Deliver measurable improvements across key ops and SX metrics


• Collaborate and build relationships with cross functional teams to ensure seamless execution and process excellence

About the team

We are open to hiring candidates to work out of one of the following locations: Bangalore, KA, IND

Qualifications and experience

• 3+ years of program or project management experience


• 3+ years of working cross functionally with tech and non-tech teams experience


• 3+ years of defining and implementing process improvement initiatives using data and metrics experience


• Bachelor's degree


• Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL


• Experience defining program requirements and using data and metrics to determine improvements


• 3+ years of driving end to end delivery, and communicating results to senior leadership experience


• 3+ years of driving process improvements experience


• Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization


• Experience building processes, project management, and schedules

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