Program Manager II, RBS Brand Experience

Job description

This job is with Amazon, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community.

Please do not contact the recruiter directly.

DESCRIPTION:
Amazon.com, Inc.

(NASDAQ:AMZN), a Fortune 500 company based in Seattle, opened on the World Wide Web in July 1995 and today offers Earth's Biggest Selection.

Amazon.com, Inc.

seeks to be Earth's most customer-centric company, where customers can find and discover anything they might want to buy online, and endeavors to offer its customers the lowest possible prices.

Today, we operate retail websites in nine countries, offering millions of products in more than 40 categories worldwide, and we still like to work hard, have fun and make history!

Retail Business Services (RBS) leverages technology to improve customer experience and selling partner experience while lowering Amazon's cost structure.

Vision of RBS is to accelerate Amazon's flywheel by
- Improving the customer experience by fixing detail page catalog defects at scale
- Improving selling partner listing quality to drive GMS and reducing fulfillment defects to drive profitability and
- Improving store operations efficiency by driving down cost of operations.
We strive to eliminate the root cause of the defect and wherever not possible, we leverage machine learning to find and fix at scale or surface to selling partners.

RBS has multiple programs/services aimed at reducing the listing friction, improving listing quality, reducing customer returns and improving star ratings of products that are dependent on selling partner support for effective execution.

The Brand Experience team within Retail Business Services (RBS) builds scalable products and programs that help Amazon's 2 million+ Selling Partners launch, improve, and grow customer-loved products.

Our team sits at the intersection of customer feedback, product design, and brand growth - using technology, insights, and automation to improve product quality, reduce returns, and increase star ratings at scale.

We are looking for a Program Manager to join the Selling Partner Growth Analytics (SGA) charter and help scale our product offerings.

This product mines insights from customer reviews, returns, and Q&A to help brands identify improvement opportunities in their product and detail pages - influencing everything from pre-launch design choices to in-market content optimization.

As a Program Manager on this team, you will lead complex, cross-functional initiatives to drive adoption and impact of these insights among thousands of Selling Partners.

You will define program strategy, partner with product and science teams to evolve features, and build mechanisms to launch, track, and scale adoption across marketplaces.

You'll work backwards from both Selling Partner and customer pain points, and own end-to-end execution from pilot to scaled roll-out.

This role is for someone who thrives in ambiguous, high-growth environments, is passionate about improving customer experience through partner success, and is excited to bring data-backed solutions to life at scale.

Key job responsibilities
1) Drive the strategic roadmap for Brand Experience programs focused on helping Selling Partners improve selection quality, add high quality selection and increase product success - by launching new features and expanding to additional partner segments.

2) Lead go-to-market strategy and execution for new product capabilities, including identifying target Selling Partner groups, defining engagement models, and managing phased rollouts across geographies.

3) Design and implement scalable adoption mechanisms, including onboarding experiences, guidance, and engagement strategies, to drive deep and sustained usage of Brand Experience products.

4) Build and manage program-level metrics and reporting to measure adoption, business impact (e.g., product performance, return rate reduction), and operational efficiency; regularly update leadership on progress and gaps.

5) Partner with product, tech, and science teams to define requirements, shape feature evolution, and ensure solutions are grounded in Selling Partner needs.

6) Own cross-functional coordination with regional, category, and partner-facing teams to drive alignment, accountability, and successful execution of program initiatives.

7) Pilot new capabilities and delivery mechanisms, gather structured feedback from internal and external stakeholders, and continuously improve the program based on insights.

A day in the life
1) Leader: You've lead numerous cross-functional teams against tangible milestones and consistently delivered valuable projects
2) Doer: You've successfully delivered end-to-end technology and operations projects, working through the many obstacles along the way
3) Detail Oriented: You have an enviable level of attention to detail, and catch things that others miss
4) Influencer: Innovative leader with the ability to identify opportunities and gain support with data, storytelling, and persuasion
5) Communicator: Ability to communicate expectations, requirements, and progress to senior leaders, peers, and team members
6) Problem Solver: Ability to utilize exceptional problem-solving skills to work through difficult challenges
BASIC QUALIFICATIONS:
- 3+ years of program or project management experience
- 3+ years of working cross functionally with tech and non-tech teams experience
- 3+ years of defining and implementing process improvement initiatives using data and metrics experience
- Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL
- Experience defining program requirements and using data and metrics to determine improvements
PREFERRED QUALIFICATIONS:
- 3+ years of driving end to end delivery, and communicating results to senior leadership experience
- 3+ years of driving process improvements experience
- Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
- Experience building processes, project management, and schedules

Our inclusive culture empowers Amazonians to deliver the best results for our customers.

If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information.

If the country/region you're applying in isn't listed, please contact your Recruiting Partner.

Required Skill Profession

Operations Specialties Managers