Over the last seven years, we have built guided experiences that SPs and Support Associates use to get quick, accurate resolution when they encounter problems. We now have 67 self-service and 49 Associate Workflows in 21 marketplaces, translated into 34 languages, covering 55% of Seller issues, used 138MM times in 2023. In 2023, our team eliminated 1.15MM Seller contacts by automating resolution to their problems without requiring an Associate. We also eliminated nearly 1500 defects in our production experiences, reducing handle time and case re-open rates.
In 2024, we are busy transforming our legacy Workflows into Actions so that we have a library of capabilities that our new "Get Help" LLM-driven support experience will use to improve Selling Partner problem intent prediction, solution accuracy, and response quality. Once we complete re-implementation of our Workflows as Actions, those components will be LLM-learnable, -predictable, and -orchestratable; and we will turn our focus to automation expansion and building capabilities so that we can learn from our Associates about the improvised solutions they execute and get those codified in our model and scaled across the Associate population so that we can resolve more cases automatically and improve the Associate experience and resolution accuracy when human in the loop in required.
The Quality Experience PM owns creating a program that defines what quality SP Support experiences are, the metrics required to monitor experiences for quality, the mechanisms to evaluate those experiences, and the model to evaluate the entitlement opportunity from addressing the opportunities for improvement.
The PM will work with our team’s product managers, process engineers, UX researchers, upstream experiences product managers (e.g., Listings, FBA, etc.), business intelligence engineers to define and operate the program, all in service of improving the Selling Partner and Support Associate experience.
The PM will evaluate a range of mechanism options from metrics dashboards, Selling Partner & Associate listening tools, Walk the Stores reviews, and more to source insight and create recommendations for experience improvements.
Key job responsibilities
* The role requires a strong analytical background, building metrics-based models to evaluate experiences, processes, and etc.
* The role must be able to influence without authority to ensure that the quality program is useful to compel adoption by abroad range of stakeholders.
* The role should have a strong sense of determine what are good and bad customers experiences.
* The role requires the development of prioritization models that metrically reveal experience improvement opportunities, and hold stakeholders accountable for using them to measure metric improvements as they address action items the program highlights for resolution.
* The role requires the ability to dive deep, past surface level data to identify real root causes, themes of problems, and isolate metrics so they are relevant and controllable by stakeholders.
* The role will require advising L7 and L8 leaders through routine mechanisms and deep dive narrative.
* The role will own L8 and L10-level goals to improve the quality experience for Selling Partners and Associates.
* The role owns managing our overall defect elimination program which determines how we define defects, our priority for fixing them, the SP and Associate impact resulting from fixing them, and the capacity allocation we make to our defect elimination investment.
About the team
We are a team of product managers, program managers, and process engineers, constructing guided solutions for Sellers and Support Associates so that we can quickly and accurately solve the problems our Sellers encounter everyday.
BASIC QUALIFICATIONS
- 5+ years of program or project management experience
- Experience using data and metrics to determine and drive improvements
- Experience owning program strategy, end to end delivery, and communicating results to senior leadership
PREFERRED QUALIFICATIONS
- 2+ years of driving process improvements experience
- Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $104,100/year in our lowest geographic market up to $185,000/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.