Program Manager, Value Added Services

Program Manager, Value Added Services

The vision for Value Added Services (VAS) is to transform how India buys products online by offering them services that actually are required to completely add value to the bought product. VAS was launched in Mar 2017 with appliance installation workstream and mobile after-sales support for devices that were bought on Amazon. Today, we are focused on building a 5-star rated service at scale across multiple service categories and cities. We aim to do this by leveraging skilled experts to support customers across product life-cycle to: (a) Make a new purchase decision [Pre-Purchase Service], (b) Get started with a newly bought product [Ready to Use Services], (c) Solve issues with a newly purchased product [Return Services], (d) Get continuous support during the life of the product [Repair Services & Extended Warranties], (e) Extract maximum end-of-life values of a used product [Exchange Services].

As a Program Manager, you will have to own end-to-end responsibility of managing, building and enhancing customer experience through our current service network. The role will require you to run daily fulfillment with a long-term vision of improving the service quality and customer experience besides ensuring frugality. The role will require close partnership with a cross-functional set of stakeholders such as Product Teams, Category Teams, Trans-Teams, Service Providers, Service Products, Service Fulfillment, Service Excellence, Business Finance and Brands to deliver a 5-star-rated services. You will also be owning individual projects which should improve Amazon business directly/indirectly; majorly associated with the above mentioned domain.

Key Job Responsibilities

• Own end-to-end responsibility of providing 5-star rated Ready-to-Use Service on platform through Amazon Managed Supply/Service (AMS)
• Identify defects that lead to poor service experience for customers, design metrics to capture these defects, understand their relative importance, and establish prioritization based on customer impact
• Root cause the defects to understand underlying reasons, and design inputs/outputs to address these root causes.
• Based on insights of service performance and relative prioritization of defects, publish a corrective action plan at the right frequency with service partners.
• Create a playbook for triggering different workflows that help dive deep and save customer experience.
• Safeguard the next 7 days performance and implement long-term fixes to avoid repeated the identified defects.
• Define and own success metrics for the program.

We are seeking a business leader with a broad skill-set which demonstrates analytical horsepower, vendor management skills, excellent business judgment, strong negotiation skills, deep curiosity to uncover how things work, and a passion for building a world class shopping experience through services for our customers. The successful candidate for this high impact role will be a self-starter with a passion for problem-solving, have proven data analysis skills, have strong relationship management skills, demonstrate strong voice and data crunching skills, show strong ownership and commitment, have proven leadership experience in managing projects, and bring relevant insights in marketing and merchandising.

Team is a set of highly motivated individuals that unite to deliver the goal of VAS team.

A day in the life While the day's routine is broadly mentioned in Key Job Responsibilities, A program manager is free to decide the day-to-day work module as long as it is aligned with Amazon's Leadership Principles and is helping in delivering required results, ethically.