Program Manager en Barcelona

Amazon strives to be Earth's most customer-centric company where people can find and discover virtually anything they want to buy online. By giving customers more of what they want - low prices, vast selection, and convenience - Amazon continues to grow and evolve as a world-class e-commerce platform. To expand the selection of products available to customers Amazon engages with selling partners who offer their catalogue of products on Amazons’ global ecommerce platforms. The Selling Partner Support team acts as the primary interface between Amazon and our selling partners. We obsess over providing world class support, technical assistance and account management services to our global partners. We strive to predict our selling partners’ needs, create innovative self-help tools and provide solutions to help our partners better serve their customers and grow their businesses.

Selling Partner Support at Amazon provides candidates with an opportunity to join a diverse, multicultural team with direct partnerships across extensive worldwide locations. Amazon and Selling Partner Support pride ourselves on growing talent and leadership from within, offering multiple career paths in areas such as people management, program management, technical support, HR, training and development and workforce planning. Roles within Selling Partner Support at Amazon offer candidates the opportunity to grow and develop skills such as mentorship, coaching, negotiation, process improvement, account management, data analysis, presentation and communication all while contributing to our vision of creating and sustaining a culture of approachable excellence that delivers a remarkable and reproducible Seller experience.



This position can be based in Barcelona or Cork.


Are you passionate about improving the quality of customer experience? Do you thrive in a fast-paced environment in which you have the opportunity to influence change? Would you like to enable change that drives business growth while protecting Amazon’s Selling Partner experience?
The Selling Partner Support (SPS) organization in Amazon provides world-class support to our global Selling Partners, and is looking for a Program Manager in Change Integration Management (CIM) The CIM team is responsible for ensuring that Amazon Selling Partners and Associates are ready for any change we make at Amazon. We focus on delivering high-quality change. Changes are in the form of new or existing features/programs/policies initiated by business and technical teams in Amazon.
As a Program Manager you are responsible for the implementation of important programs with broad cross-organizational, cross-regional, or significant business impact. Your work focuses on very large efforts that solve significantly complex or endemic problems. You are trusted to operate with complete independence and are often assigned to focus on areas where the strategy has not yet been defined. You may own the roadmap for a broader set of initiatives. You may be asked to directly lead the design of the solution, implementation, and delivery of a highly complicated cross-functional project in an ambiguous or new business area. You consistently bring strong, data-driven business and strategic judgment to decisions. You have deep knowledge of the core business systems and/or broad understanding of company systems/technologies (relevant to your program domain). You apply this knowledge to invent, evolve, improve, and simplify processes and technology requirements (when appropriate).
You are flexible, adapting your approach to meet the needs of your customer, business and program stakeholders. You identify, prioritize, and tackle intrinsically hard problems, acquiring expertise as needed. You assess risk, drive clarity, and foster shared understanding by asking detailed questions about proposed solutions. You create the correct sense of urgency for delivery. You proactively drive business and senior leader reviews, up to Director, aligning teams toward coherent strategies and effective business approaches. You identify gaps/opportunities in or between regions, processes, and organizations (e.g., workflows, tooling, operating procedures, etc.). You create, optimize, and drive adoption of the critical mechanisms necessary to ensure your program(s) will be successful in the long-term (with and without your involvement).

You effectively partner with all levels of leadership. You are adept at building consensus. You are able to represent, verbally and in writing, complex decisions, tough trade-offs, and potential solutions clearly to leaders to help them understand the decisions they have to make and what options they have. You manage cross-functional communication to ensure all stakeholders are informed and needs aligned. You recognize when current programs are susceptible to prior failure patterns and actively steer teams to avoid repeating these failures. You know when a design or solution requires additional guidance (e.g., from senior roles or subject matter experts). You show excellent judgment when driving executive-level escalations. You deliver solutions that meet Amazon high standards for customer satisfaction, efficiency, stability, extensibility, simplicity, and operational excellence.

Responsibilities also include
· You understand the interdependencies of the business problems you help solve (e.g., aligned workflows, customer requirements, process limitations, legal or compliance requirements, program support, etc.). You influence team priorities and business strategy through data-driven contributions. You are able to make a case for project priorities, resource (e.g., assign current employees to work on the project, budget, travel, etc.) allocation, and/or appropriate program adoption, to achieve a desired business outcome, resolve a deficiency, or unblock delivery.
· You communicate ideas effectively, verbally and in writing, to a wide range of audiences including Directors. You foster a constructive dialogue, harmonize discordant views, and lead the resolution of contentious issues (build consensus). You partner successfully with customers and stakeholders.
· Your program management practices set a great example to others. You routinely and efficiently deliver the right things. You define clear goals and objectives. You drive crisp decisions in your program area about what projects are support ready. You proactively identify risks and bring them to the attention of your team and stakeholders with plans for mitigation before they become roadblocks.
· You are a simplifier. You judiciously add, refine, and remove procedures. By applying project management best practices, you increase the productivity and effectiveness of the teams you work with.
· You actively participate in the hiring process as well as mentor others - improving their skills and ability to get things done.
· Provide closed-loop feedback to at all stages of deployment to Program Managers (e.g. knowledge gaps, workflow misses, metrics impact, quality issues).




The ideal candidate for this role will be able to:


· 2+ years project/program management is required

· 2+ years of experience leading project delivery for large, cross-functional projects
· Experience in Support Operations (Contact Center)
· Experience using problem solving and analytical skills to solve business problems and drive process improvements
· Excellent verbal and writing skills for non-technical and technical audiences
· Demonstrated ability to deliver both strategic and tactical results across diverse cultures from inception to completion
· Ability to work effectively with tight deadlines in a fast-paced environment
· Attention to detail and proven ability to manage multiple, competing priorities simultaneously
· Demonstrated ability to work in ambiguous situations and across organizational boundaries
· An ability to effectively develop key processes and procedures that facilitate efficient planning, reporting and control processes
· Belief in the value of participating in and contributing to a collaborative team environment
· Bachelor degree

Basic qualifications

Experience with JIRA Atlassian, and Sharepoint.
Comfortable working with data including facility with Microsoft Excel and other data analysis tools.

Strong communication skills in both written and verbal English and one other language.

Comfortable making a data-driven business case using written narratives.
Strong analytical skills and attention to detail, have a natural curiosity about technology.
2+ years of experience in customer service, change management or program management.

Understanding of Contact Centre Operations/All Channels/Change Management.
Ability to assess program or feature impacts on associates and selling partners.
Experience in readiness, communications and site launch planning
Familiarity with organizational process design
Ability to work cross functionally with multiple teams and stakeholders.
Ability to understand abstract and complex data
Understanding of relational databases a plus.