Jobs for People with MS: National MS Society

Description

The Order Performance team manages seller performance on two of the most critical trust-building areas of the shopping experience: customer service quality and fulfillment quality. Today, Amazon shoppers are less likely to trust offers from Amazon's third party selling partners than offers from Amazon. Internally, we have no effective way to benchmark seller performance or to evaluate the value and performance of our 2.3 million sellers and the billions of items they offer for sale in our stores.

The Order Performance team is working to solve that problem by identifying a range of new signals that will help measure the quality of fulfillment and customer service provided by our selling partners on every item they sell. By doing this, we can deliver performance improvement insights to sellers, and introduce trust-building information to shoppers as part of their buying journey. We can also help our partner teams benchmark the performance of their tools and services against the performance of our selling partners and the tools and services offered built by other parts of the business. The end result should be that customers shop our entire catalog with confidence, and sellers know exactly how to improve their performance to win sales and scale their businesses.

This is a new role on the team as we scale up to meet the demands of our charter. The successful candidate will have demonstrated experience driving high-visibility initiatives in an ambiguous and complex problem space at a global scale. To be successful in this role, it is critical to be able to influence without authority and to think big and understand the context (i.e., why our work is important to the business) in order to prioritize, make appropriate tradeoffs, and hit deadlines. While this is an individual contributor role for now, there will be opportunities to grow the scope and to build a team.

Key job responsibilities

• Work across partner and stakeholder teams to understand how they measure their businesses, what is most critical to the buying journey, and determine what signals can be measured in-parity across sellers and fulfillment channels

• Work with our econ team to study downstream impact of various "order defects" to help inform prioritization decisions and to influence Amazon's shopping algorithms

• Develop prioritization and integration schedule for new signals into our Fulfillment Quality Index and Customer Service Quality Index

• Leverage information to help reduce order defects and improve the CX on fulfillment and customer service quality

• Develop coaching and insights for sellers, helping them spot opportunities for improvement and to win sales and scale their businesses

• Develop, track, measure and report on key metrics to demonstrate the impact of the program and to constantly iterate and improve on that impact

• Develop mechanisms to stay closely engaged with our product and policy teams, and key partner/stakeholder teams

• Work closely with our International Team to drive critical performance improvement goals on orders fulfilled by out of country sellers

• Work with our business analysts to forecast operational needs and trends in the business that impact the customer experience

• Work with our policy team to identify where, when and how we can improve the customer experience without compromising the seller experience

• Keep stakeholders and leadership updated on efforts and progress through regular written communications and in-person meetings

A day in the life

Your day may start with a standup or team huddle, followed by meetings with teammates, engineers, and business analysts to review metric definitions and progress toward the latest buyer- or seller-facing launch of new information and insights; then a check-in with Legal to understand the latest regulatory outlook and a chat with Policy to ensure we are spotting and mitigating any risks to buyers, sellers, and Amazon; a check-in with the econ team is next to get up to speed on the latest downstream impact study and a similar meet-up with our Customer Trust Perception team to get more detail on the latest tracking survey, specifically the ways in which a breakdown in fulfillment or customer service can impact customer trust in Amazon and in our selling partners; finally, with meetings done for the day, make progress on a doc or a deep dive and then wrap up for the day and go do something fun :)

About the team

The Order Performance team was started in 2021 and continues to grow and increase its scope. We are highly visible to Leadership and work in a problem space that is complex, dynamic, global, and high-impact. The team itself is brilliant, hard-working, resilient, fun, energetic, diverse, and prioritizes personal health and wellness above all else. This role is a senior position on the team, and we are looking to add a leader that embraces these values.

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

Dallas, TX, USA | Seattle, WA, USA

Basic Qualifications

• 6+ years of program or project management experience

• Experience using data and metrics to determine and drive improvements

• Experience owning program strategy, end to end delivery, and communicating results to senior leadership

• 5+ years of leading large complex programs experience

• Experience in complex problem solving, and working in a tight schedule environment

• Experience working cross functionally with tech and non-tech teams

• Experience using data and metrics to drive improvements

• Experience defining program requirements and using data and metrics to determine improvements

Preferred Qualifications

• 8+ years of driving process improvements experience

• Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field

• Proven ability to work autonomously, triage and prioritize work, and operate in ambiguity

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $92,500/year in our lowest geographic market up to $185,000/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.