Sr. Program Manager, Strategic Account Services

hace 4 meses

San José, Costa Rica Amazon Support Services Costa Rica SRL A tiempo completo

6+ years of program management experience in leading multi-organizational initiatives, and driving team accountability to achieve impactful goals.
- Proven track record of building and cultivating relationships with internal and external stakeholders driving decisions collaboratively, resolving conflicts, and ensuring follow-through. Proven track record of delivering results through a team.
- Demonstrated success identifying business opportunities for clients and increasing adoption and utilization of company products.
- Excellent verbal and written communication.
- Analytical problem-solving ability. Uses data analysis, reporting, and forecasting to guide business decisions.
- Track record of developing business plans with a demonstrated ability to effectively manage multiple projects and priorities across teams in a fast-paced, deadline-driven environment.
- Demonstrated ability to work in a fast-paced environment where continuous innovation is desired and ambiguity is the norm.

The Strategic Account Services (SAS) organization strives to improve the Amazon customer experience by working directly with Sellers to improve inputs to seller growth including increasing selection, improving catalog quality, maximizing Prime commitment, optimizing deals and advertising spend while educating on account health to drive seller growth. Our team invents and innovates across technology, processes and people to enhance the services we offer, improve Seller engagement and satisfaction, and build scalable solutions.

The SAS Business Accelerator Team (SBAT) focuses on accelerating the 3P Flywheel inputs through strategic initiatives and relentless focus on inputs. We provide best in class services to SAS Sellers through programs that focus on the growth flywheel, in partnership with SAS CSM teams and internal Amazon teams. SBAT focuses on reducing laborious and mundane tasks for CSMs through automation and centralization in collaboration with Product/Tech along with standardization of initiatives to enable SAS teams to deliver services at scale.

Key job responsibilities
1. Execute programs focused on the delivery of a new and existing features, processes, product, or systems with high ownership. Drive and facilitate moderately complex projects; focuses on results and measuring attainment of outcomes.
3. Drive and facilitate complex projects focusing on results and measuring attainment of outcomes.
4. Assist with the definition and design of tools, standard operating procedures and processes.
5. Design scaled processes by gathering functional requirements, identifying resources needed, and defining milestones and launch schedule to ensure timely and successful delivery of the projects.
6. Influence stakeholders (including Global process owners, Site leaders, Operation managers, Account Managers) outside your direct area of responsibility to ensure delivery.
7. Identify and mitigate risks, and remove roadblocks within projects.
8. Drive accountability from stakeholders for progress on key program actions through active engagement and escalation.
9. Conduct effective meetings (business and program reviews) and able to dive deeply into details as easily as convey high-level plans with clear and concise verbal and written communication.
10. Transform raw thoughts into clear documentation and requirements (e.g., project charter, statement of work, responsibility matrix, functional requirements, implementation approach, reporting, etc).
11. Audit activities impacting selling partners and drive process improvement.

San Jose, CRI
- Experience in E-Commerce, Corporate Retail, Consulting and/or B2B.
- Ability to effectively manage team and juggle multiple projects and priorities in a fast-paced, deadline-driven environment.
- Experience in change management and driving adoption of new tools, processes, and decision support.
- Superior communication and presentation skills
- Strategy development with multi-phase execution and delivery: planning, opportunity qualification and creation, stakeholder and executive communication, needs analysis, value engineering, services/partner engagement, opportunity management, and negotiation.
- Strong attention to detail and excellent problem solving skills.
- Graduate/Master’s degree in related field
- Certified Six Sigma Green or Black Belt is a plus

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