Program Manager II, Alexa Shopping Operations

OPTIMA is a global team and enables Amazon to deliver a superior shopping experience to customers worldwide. Our mission is to empower Amazon's LLMs through Reinforcement Learning from Human Feedback (RLHF) across various categories at high speed. We aspire to provide an end-to-end data solution for the LLM lifecycle, leveraging technology alongside our operational excellence. We enable shopping feature teams deliver superior CX quality by providing them reliable and comprehensive insights and ground truth data to measure and train ML (Machine Learning) models and handle annotation and Root Cause Analysis (RCA) across 10 different languages
We are seeking a highly organized and experienced Program Manager to oversee multiple projects within our rapidly growing organization. The candidate will be responsible for planning, executing, and evaluating various programs to ensure they are completed efficiently and effectively. In addition to the above, the candidate should have strong quantitative skills, proficiency in data analysis tools, and the ability to collaborate effectively across departments.

Key job responsibilities
Program Planning & Execution:
* Develop and maintain comprehensive project plans, including scope, timeline, resource requirements, and key milestones
* Monitor project progress, identify and mitigate risks, and provide timely status updates to stakeholders
* Coordinate with cross-functional teams to integrate program activities and deliverables into the overall organizational framework
Stakeholder Management & Cross-Functional Collaboration:
* Work across teams to influence priorities, decisions, and secure buy-in from stakeholders on initiatives
* Facilitate regular meetings with cross-functional teams to review progress, discuss issues, and make data-driven decisions
* Collaborate with compliance, operations, and other support teams to ensure alignment on requirements, processes, and systems
* Escalate critical issues that require senior leadership attention and provide recommendations for resolution
Strategic Analysis & Insights:
* Provide analysis and insights to senior leadership to influence and support tactical and strategic business decisions
* Analyze data and metrics to identify trends, uncover insights, and recommend strategic initiatives
* Design metrics and business review documents guiding the operations team through execution
* Draft and present key documents to leadership, taking ideas from inception to implementation
Change Management & Organizational Transformation:
* Implement and drive SOP changes through established frameworks, challenge the status quo, and continue to invent and simplify for customers
* Enable launch and adoption of new features for Operations team through pre-planned change management activities
* Keep cross-functional teams updated about projects and progress through weekly/monthly flashes and proactive communication management tools
* Monitor adoption metrics and user feedback to ensure successful change implementation and sustainability
* Create and maintain change management documentation, including transition plans, rollback procedures, and lessons learned
Continuous Improvement
* Drive continuous process improvements and efficiencies to enhance team productivity, output and reduce costs
* Fostering a culture of ownership and continuous learning
* Build organizational capability to manage change effectively through training and knowledge transfer
- Bachelor's degree
- 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
- Experience using English communication skills, both written and verbal, to foster seamless interaction with stakeholders at all levels
- Exceptional problem-solving skills and attention to detail, with a strategic mindset and ability to think analytically.
- Master's degree in business, engineering, project management
- Project Management Professional (PMP) certified
- Lean Six Sigma Green / Black Belt
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