Job Description

DESCRIPTION

Amazon.com is looking for high-judgment individuals to join us as a Program Manager. Individual will be responsible for monitoring key metrics associated with quality , cost and customer experience with respect to instore experience. The primary objective is to evaluate the metrics and initiate programmatic interventions to improve the same. The role would require close coordination with internal and external stakeholders. Ideal candidate is supposed to display analytical acumen and right judgment calls towards improving the overall customer experience

Key job responsibilities
• Create and maintain multiple metrics related to Quality , customer experience and cost
• Closely monitoring metric trends and deriving actionable insights
• Working closely with stakeholders for data dive deeps and initiating corrective actions
• Leading programmatic interventions for metric improvement
• Creating and publishing program newsletters and flashes
• Stay up-to-date with industry trends, regulations, and best practices related to retail counter operations and customer experience.
• Maintain strict confidentiality and adhere to the company's ethical standards and code of conduct.

About the team
The InStore Experience team was created to provide a consistent, world-class experience for Amazon Returns customers across geographies and networks. We focus on developing innovative products, processes, and methods that build trust and deliver value for customers, selling partners, and shippers. Our agile, collaborative approach aims to benefit people and the planet by reducing waste. Embracing a startup mentality, we constantly seek new ways to improve the customer experience. Through our customer-obsessed work, we strive to create positive outcomes that support Amazon's broader mission and values.

BASIC QUALIFICATIONS

1. Bachelor's degree in a relevant field such as Business Administration, Retail Management, or Operations Management.
2. 1-2 Years’ Experience in Program or Project Management
3. Familiarity with continuous improvement methodologies (e.g., Lean, Six Sigma).
4. Strong understanding of retail counter operations, customer experience principles, and quality assurance practices.
5. Excellent communication and interpersonal skills, with the ability to effectively interact with various stakeholders.
6. Strong analytical and problem-solving abilities.
7. Proficiency in using Microsoft Excel & Microsoft Office Suite and familiarity with data analysis tools.
8. Willingness to travel frequently to different retail locations.

Job Tags

Full time,

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