Program Manager II - Change Program Management, FBA Support Operations

The FBA Support Operations organization identifies, reconciles, and prevents defects across Amazon’s fulfillment supply chain. FBA Support Operation’s scope includes all marketplaces worldwide with products that directly impact both Fulfillment By Amazon (FBA) selling partners and Retail vendors. The FBA Support Operations Change Management Team is focused on the change execution strategy to support our worldwide Operations, Program, and Product Teams. The Change Management Team ensures their stakeholders and customers are ready for any change we make at Amazon.
Key job responsibilities
As a Change Manager you will be the primary interface between Amazon’s lines of business, Support Operations, and global Selling Partners. In this role, you will collaborate with numerous operational, training, product, and program management teams both inside and outside FBA Support Operations to identify, define and specify solutions that create the conditions for FBA Support Operations and ultimately Selling Partner success and satisfaction. You will build collaborative relationships with these partners, working closely to identify and resolve defects to create and execute quality change. You will experience a wide range of problem solving situations, strategic to real-time, requiring extensive use of data collection and analysis, and you will prepare and execute regular program updates to senior leadership.
A day in the life
• Identify, assess and mitigate risks, drive resolution of critical issues, provide escalation management, anticipate and make tradeoffs and propose corrective actions to keep initiatives moving forward
• Own the process, tools, and mechanisms for change requests to be raised, evaluated, and concluded within SLAs
• Identify and address customer and business pain points and process optimization opportunities by actively deep diving data and operational processes and working with cross-functional teams
• Work with DP&R product, operations, technology and partner teams to identify cost reduction and cost avoidance opportunities
• Create, maintain and disseminate multiple parallel project information to stakeholders and senior leadership.
About the team
Our vision is to empower our people by providing effective learning opportunities to develop their skills and knowledge. Our global cross-functional team is passionate about achieving this vision. We are highly collaborative and enjoy working together.
- 2+ years of program or project management experience
- 2+ years of working cross functionally with tech and non-tech teams experience
- 2+ 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
- Demonstrated experience leveraging generative AI tools to enhance workflow efficiency and productivity, with the ability to craft effective prompts and critically evaluate AI-generated outputs in a professional setting
- 2+ years of driving end to end delivery, and communicating results to senior leadership experience
- 2+ 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
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