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Program Manager, Change Integration

Program Manager, Change Integration

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Posted Date 
ADCI - Karnataka
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Job Description

Amazon strives to be Earth's most customer-centric company where people can find and discover virtually anything they want to buy online. By giving customers more of what they want - low prices, vast selection, and convenience - Amazon continues to grow and evolve as a world-class e-commerce platform. To expand the selection of products available to customers Amazon engages with sellers who offer their catalogue of products on Amazons’ global ecommerce platforms. The Seller Support team acts as the primary interface between Amazon and sellers. We obsess over providing world class support, technical assistance and account management services to our global partners. We strive to predict the Seller's needs, create innovative self-help tools and provide solutions to help our partners better serve their customers and grow their businesses.

Seller Support at Amazon provides candidates with an opportunity to join a diverse, multicultural team with direct partnerships across extensive worldwide locations. Amazon and Seller Support pride ourselves on growing talent and leadership from within, offering multiple career paths in areas such as people management, program management, technical support, HR, training and development and workforce planning. Roles within Seller Support at Amazon offer candidates the opportunity to grow and develop skills such as mentorship, coaching, negotiation, process improvement, account management, data analysis, presentation and communication all while contributing to our vision of creating and sustaining a culture of approachable excellence that delivers a remarkable and reproducible Seller experience.

The Program Manager, Change Integration Management (CIM) isresponsible for partnering with the Seller Support Operations Leadership, Associates, Program Managers, and Support Functions (Training, Workforce Management, Associates Experience) to engage in planning and delivering the launch of new processes, programs, and features at Seller Support sites. The CIM Program Manager is accountable for assessing site launch readiness, influencing launch decisions to protect Associates Experience and sites’ needs, and is responsible for the successful integration of ongoing changes to their site.

Summary of Responsibilities

§ Advocate for the voice of the Associates and Sellers and lead mechanisms to share that feedback with business teams and process owners.
§ Ensure site leadership has and maintains communication mechanism for all program launches onsite
§ Provide inputs and requirements to confirm program launch dates and the required site-level integration steps
§ Own site communication for new launches
§ Provide a closed-loop feedback to at all stages of deployment to Program Managers (e.g. knowledge gaps, workflow misses, metrics impact, quality issues).
§ Serve as the primary escalation point for both the local Operations leadership and launch intake owners
§ Ensure project launch information is communicated effectively to minimize any negative impact at the site, while supporting a high level of engagement and launch quality.
§ Identify and evaluate potential site-specific risks/obstacles to a successful launch and make recommendations that may impact overall project schedule.
§ Participate to GO/NO GO decision regarding the launches of projects, advocating for the needs of the sites and Associates
§ Conduct post launch analysis and deep-dives to understand impact of a change to the site, and own post launch issues management
§ Own the success of the change integration activities for new launches and releases, including stakeholders’ satisfaction, training completion, timeliness of change announcements, and Associates adoption of the change.
§ Develop, write, and present comprehensive and data-oriented program reports and status updates
§ Create and maintain comprehensive documentation of program status.
§ Drive value-add programs to drive change integration at scale for Seller Support Operations

Basic Qualifications

Ideal Candidate Profile

We are seeking an individual who is highly organized, efficient, and a true advocate for the best Seller and Associate Experience. The ideal candidate is an excellent program manager, with strong communication skills, stakeholder management abilities, and the ability to deal with ambiguity and changing priorities. A true advocate for Seller and Associate experience, this role requires a candidate with a thoughtful, considered approach to program launches and their impact on contact center operations. Results and action oriented with a strong business acumen and the ability to multitask, prioritize and manage stakeholder expectations.
To be successful in this role you will need to be an innovator, communicator, influencer and problem solver. You will need to think and act fast, deal with ambiguity, and innovate on behalf of our sellers while also being comfortable working with multiple teams at all levels.

§ College degree (BA/BS) or higher in relevant field.
§ 2+ years of relevant program/project management experience
§ Demonstrated ability to manage competing priorities across multiple projects under tight deadlines.
§ Demonstrated analytical skills. Proficiency in Excel and data analysis
§ Strong verbal and written communication skills.
§ Understanding of call center operations
§ Demonstrated ability to assess program or feature impacts on associates and sellers
§ Demonstrated ability to work cross functionally within and outside of a contact center site
§ Demonstrated ability to use hard data and metrics to back up recommendations

Preferred Qualifications

§ Change management experience in contact center environment
§ Entrepreneurial spirit and ability to ‘think big’ and ‘out of the box’
§ Project/Program management or lean six sigma certification