Senior Program Manager, SFP Seller and Customer Experience
Amazon.com
Luxembourg, LU
il y a 8j

In Seller Services, our vision is to offer customers the broadest relevant selection, the best shopping experience, competitive prices, and help Sellers sell globally with a smooth and fair experience.

The Amazon Seller Services business offers e-commerce programs and technologies to individuals and businesses and enables them to sell their products via Amazon and reach tens of millions of potential customers.

Over 2MM Sellers 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.

Seller fulfilled prime (SFP) was launched in 2015 in the US, UK and DE with the goal of connecting sellers directly with customers under the Prime experience.

Our goal is to grow Prime selection and match the Prime experience bar including i) identical Prime badging, ii) free next-

day / two-day delivery, iii) customer service by Amazon, iv) Amazon-like returns experience and v) Amazon- like delivery estimate accuracy.

SFP is a top priority high profile channel for our EU Consumer Business and is our flagship programme to narrow the gap between the Amazon Fulfillment Network and the Merchant Fulfilled Network customer experience.

This is a very exciting time to join the business on top of an already successful base as we plan to double the business size each year.

To support this rapid growth we are hiring a Senior Product and Programme Manager to lead all aspects of our EU-wide seller experience (SX) and customer experience (CX) for the business.

This person will be responsible for architecting and implementing at large scale a roadmap of significant product, technology, and operational initiatives to drive step changes in the seller experience.

This person will also own directly seller insights, seller support operational performance, and customer returns for the EU SFP and broader MFN business.

On the consumer side (CX) this person will be responsible for the end-to-end journey our customers experience while shopping with the programme and be accountable for closing the gap with the AFN (Amazon Fulfilment Network) customer experience and post order customer service performance.

This will be a senior and pivotal role for the growth and success of this high-profile EU business, reporting directly to the EU SFP / MFN director.

You will manage a direct team of 1-2 people but need to influence and manage many other teams and resources. You will work closely with the EU SFP leadership, EU SFP country leaders, WW product and technology teams, and EU 3P directors and VPs.

This role is based in our European headquarters in Luxembourg but will require travel around Europe and to the US.

Responsibilities

  • Define our EU-wide seller experience strategy and operational plan for the SFP business across all European marketplaces
  • Lead the definition of innovative product / technology / operational initiatives to drive step changes in seller experience and remove seller painpoints and barriers
  • Be the EU owner for the voice of the seller’ developing mechanisms to understand and prioritise blockers to seller satisfaction, engagement and commitment to the programme
  • Architect and own a clear operational plan for improving seller experience and support across seller onboarding, seller business growth, and post order sales support
  • Lead the definition of the seller experience product and technology roadmap in partnership with WW technology teams
  • Own the operational performance and all metrics / KPIs for seller satisfaction with seller support (online / digital and offline channels)
  • Own the strategy and performance of customer returns for the EU SFP and broader MFN business
  • Manage and monitor the end-to-end customer experience (CX) for the business including website search / discovery, check-
  • out, delivery experience and post order customer service

  • Own the operational performance and all metrics / KPIs for customer satisfaction with shopping with the programme and post order customer service and support
  • Drive specific initiatives to step-change the customer experience (CX) and drive parity with AFN (Amazon Fulfilment Network)
  • Lead a team of 1-2 directly but large number of other resources indirectly including initiative and business leaders in country teams
  • Basic Qualifications

  • 8 years+ of professional experience including in large scale product management, and / or programme management, and / or business consulting
  • Ability to think strategically and creatively whilst also executing operationally with high attention to detail and operational excellence
  • Outstanding analytical skills. Demonstrated ability to interpret large amounts of data and make sound business judgements and recommendations.
  • Demonstrated ability to analyze and solve ambiguous and highly complex problems, thrive with partial information, manage multiple, competing priorities simultaneously, manage trade-
  • offs and evaluate new opportunities.

  • Superior verbal and written communication in English. Ability to write succinct and compelling written business proposals and recommendations for senior Director / VP audiences
  • Strong ability to influence and drive alignment among a diverse set of stakeholders and teams globally
  • Thrive working in a challenging, fast-paced and high performance environment
  • Preferred Qualifications

  • Experience in B2B and B2C customer insights and customer experience design
  • MBA and / or business consulting
  • Experience managing teams directly and indirectly through influence
  • Experience in European languages, particularly German and French
  • 8 years+ of professional experience including in large scale product management, and / or programme management, and / or business consulting
  • Ability to think strategically and creatively whilst also executing operationally with high attention to detail and operational excellence
  • Outstanding analytical skills. Demonstrated ability to interpret large amounts of data and make sound business judgements and recommendations.
  • Demonstrated ability to analyze and solve ambiguous and highly complex problems, thrive with partial information, manage multiple, competing priorities simultaneously, manage trade-
  • offs and evaluate new opportunities.

  • Superior verbal and written communication in English. Ability to write succinct and compelling written business proposals and recommendations for senior Director / VP audiences
  • Strong ability to influence and drive alignment among a diverse set of stakeholders and teams globally
  • Thrive working in a challenging, fast-paced and high performance environment
  • Experience in B2B and B2C customer insights and customer experience design
  • MBA and / or business consulting
  • Experience managing teams directly and indirectly through influence
  • Experience in European languages, particularly German and French
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