Product Manager, Ops Excellence

The successful candidate will create, develop and drive solutions that lead to a richer end-to-end customer and operations experience, enabling selection expansion, while ensuring safety and compliance.

Key Job Responsibilities

Operations is at the heart of Amazon's customer experience and differentiation. Our ambition is to be the earth's most customer-centric business and set the industry standard for customer innovation and experience. The GSRC Amazon Customer Excellence System (ACES) Team is responsible for driving step-change improvements in the performance of Amazon's Global Solutions and Risk Compliance space. The Product Manager will work on identified big initiatives/projects/opportunities across the different Programs owned by the Operations Risk Compliance vertical. The PM will go through the complete project lifecycle - Problem definition, Scoping the problem out, Designing Solutions, Testing/Piloting, Rollout of solutions as well as ensuring sustainability of change. The PM will need to collaborate across multiple stakeholders within GSRC such as operations, capacity planning, learning & development, as well as external teams such as tech partners and program teams towards project delivery. This is a fast-paced, challenging, and deadline-driven environment. We expect the members of the ACES team can develop their careers by progressing to more senior roles within the team or by moving into numerous challenging and sought-after leadership roles in the ORC field.

Key Job Responsibilities

The Product Manager will work closely with the Sr. Manager PE/ACES, within GSRC, to deliver on the following:

1. Work closely with operations and program teams to identify areas for improvement.
2. Scope the problems out to define root cause bridge, quantification of root causes, identifying key levers to solve as well as prioritize the root causes based on severity.
3. Design solutions for fixing gaps keeping in mind pros/cons, short term/long term, and other external changes upcoming, defining expected results in terms of input, output, and control metrics.
4. Test/Pilot solutions to assess the solution's ability to deliver goals/iterate solutions.
5. Rollout across the program/across programs, track compliance (define ramp plan, ensure training materials, coordinate with onboarding/nesting for trainings).
6. Design effective ways of ensuring sustainability.

BASIC QUALIFICATIONS

• Bachelor's Degree in Engineering or Science-based subject.
• Relevant project and product management experience in either Business Consulting, compliance, operations, or Supply Chain.
• Relevant experience in operational, process, and performance improvement projects including process mapping and process re-design.
• Relevant experience across the full project lifecycle: analysis, design and implementation.
• Relevant experience in communicating complex concepts with the ability to influence a diverse audience at different levels.
• Relevant experience of analyzing and distilling down complex operating models and identifying where the value and opportunity is.
• Relevant experience in complex change management projects which involve stakeholders that can be skeptical/resistant to change.

PREFERRED QUALIFICATIONS

• MBA.
• Experience dealing with ambiguity, and proficiency in hypothesis-led problem solving.
• Experience in operating at both a strategic and operational level.
• Experience in taking unpopular positions with the ability to influence senior stakeholders.
• Relevant experience in driving complex initiatives with limited oversight.

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