Description

Amazon strives to be Earth's most customer-centric company where people can find and virtually discover 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 3rd party sellers who offer their catalogue of products thru Amazon global selling platform. The Selling Partner Support team acts as the primary interface between Amazon and Selling Partners. We obsess over providing world class support, technical assistance and account management services to our Selling Partners worldwide. We strive to predict the Selling Partners’ needs, create innovative self-service tools and provide solutions to help our Selling Partners grow their business by better serving their customers.

Selling Partner Support (SPS) at Amazon provides candidates with an opportunity to join a diverse, multicultural team with direct partnerships across extensive worldwide locations. Amazon prides ourselves on growing talent and leadership from offering multiple career paths in areas such as people management, program management, technical support, HR, training and development and workforce planning. Roles within SPS 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 Selling Partner experience.

CN SPS team is looking for a passionate professional for the VOS (Voice of Seller) Program Manager role. This role is responsible for driving activities on Selling Partner experiences improvement (with focus on CN-based Selling Partners operates business on worldwide Amazon marketplaces) by identifying experience gaps from existing environment (e.g., Policy, Process, Tool, and Contents), sharing the insights with business stakeholders and influencing business decision in respective areas to mitigate the experience gaps. This scope also includes developing local solutions (e.g., Seller Education event) to fill Selling Partners’ awareness gap of fast-evolving Amazon policy, process and Selling Partner facing tools.

Key job responsibilities

• Lead the CN SPS VOS program execution and improve the mechanism continuously

• Build up and manage collaborations across multiple upstream and downstream function teams, to effectively surface Selling Partners’ voice

• Act as Subject Matter Expert to identify Selling Partner experience gap during their interaction with Amazon process, policy and Selling Partner facing tools

• Convert Selling Partner experience gap to actionable recommendations and feedback to the relevant product and solution owning team

• Maintain the list of seller experience gaps identified, and work with product and solution owning team to drive the final resolution.

• Work with local business team on developing Selling Partner education contents and deliver to Selling Partners thru multiple education channels (e.g., Live Broadcast, WeChat Post and Seller University courses).

We are open to hiring candidates to work out of one of the following locations:

Beijing, 11, CHN

Basic Qualifications

• Bachelor’s degree in equivalent work experience.

• Excellent written and verbal communication skills in both Chinese and English.

• 5+ years of industry experience as program or product management.

• Ability to thrive and deliver result in a fast-paced environment, where tactical and strategic activities are driven in parallel.

• Attention to detail and has problem solving/analytical skills to manage multiple, competing priorities simultaneously.

• Ability to work in ambiguous situations, across organizational boundaries, and able to work independently to create a path forward.

Preferred Qualifications

• Contact Center (Phone, email, chat support) support experience

• Experience in managing or supporting cross-border e-commerce business

• PMP or similar certification