Sr. Program Operations Manager in Seattle, Washington

Amazon is looking for a big-thinking leader to be the Sr. Program Manager for Fulfillment by Amazon’s (FBA) WW Defect Reduction & Audit Program. As mentioned by Jeff Bezos, Founder and CEO of, in his annual letter to shareholders, FBA is one of the strategic long term opportunities for the company to improve the lives of sellers and buyers while leveraging our billion dollar logistics infrastructure to generate increasing free cash flow and triple digit return on invested capital. Our long term vision is that customers can order and receive a sellers’ product the same day anywhere in the world.

The Sr. Program Manager will be responsible for developing metrics and driving process improvements in the Seller defect reduction space; he or she will also engage in projects that contribute in reducing inputs driving inbound shipping defects and work with our process partners to close gaps. This includes monitoring inbound performance metrics for FBA sellers; identifying and eliminating operational defects; and coordination of defect reduction activities done by our Inbound Operations and Seller Support teams worldwide.

A successful candidate will have a strong customer focus and experience in data analysis, project management, seller communication, and operations. The candidate must have demonstrated sound business judgment with an ability to think strategically about the fast growing business while at the same time has the analytical ability and intelligence to dive into the tactical details. They must have demonstrated experience working in a cross-functional capacity and a proven track record of delivering operational excellence. In this role, you will also be responsible for identifying root cause of reimbursement related issues and working with process partners across Amazon globally to resolve. You will interact with our global teams and partner with Product Managers, Finance Managers, Operations Program Managers, and Customer Returns teams. Independent and flexible working style with solid communication skills are a must. The successful candidate will identify and implement process to eliminate defects in the supply chain while helping to create, develop, and drive solutions that lead to a richer end to end Seller experience while improving FBA profitability. Keys to success include team leadership experience, a strong motivation to improve processes and dive deep into root causes.

The scope for this role includes the following:

Business Management:

  • Must be able to effectively communicate strategies / plans (both written in narrative form and in verbal presentations) to senior management.

  • This leader must also have experience influencing and working with a wide variety of stakeholders in a cross-matrix environment.

  • Develop key metrics and performance indicators to measure overall financial performance and provide foundation for continuous improvement.

Program Management:

  • Work with Sellers, product development and internal software development teams to identify and prioritize requirements for program enhancements to make Sellers more successful.

  • Clarify and drive short-term project priorities and commitments, as well as establish and maintain clear chains of project management and accountability.

  • Manage all elements of the program, including organizing and planning, estimating, managing resources, tracking and controlling projects, managing risk & opportunity, managing quality, seller relations, communicating & documenting, and change management.

  • Work with Product and Program Management teams across the business to define business requirements for new features.

Industry Specific Knowledge:

  • Have general knowledge of e-commerce and target market segments (e.g. media, apparel, and electronics), processes, industry standards, regulations, and the current business trends.

  • Have general knowledge of competitive offerings in terms of features and price.

  • Have general knowledge of process improvement in operations and/or tech environments.

  • Bachelor’s degree or equivalent experience in other technical field required.

  • 4-5+ years of Program Management and/or Supply Chain Operations experience.

  • Experience using problem solving and analytical skills to solve business problems.

  • Proven track record of exceeding quota and key performance metrics.

  • Presentation skills and the ability to articulate complex concepts to cross functional audiences.

  • Ability to juggle multiple priorities and make things happen in a fast-paced, dynamic environment; bias for action.

  • Analytical and quantitative skills; ability to use hard data and metrics to back up assumptions.

  • Business judgment and willingness to roll up your sleeves and do what's necessary.

  • Verbal and written communications skills, as well as the ability to work effectively across internal and external organizations.

  • 4-6 years of proven metrics based Program Management experience

  • Demonstrated ability to engage and influence VP level executives

  • Experience driving process improvement in a queue management setting

  • Experience implementing lean/Six Sigma process improvement methodology

AMZR Req ID: 524087

External Company URL: