Program Manager II, Retail Business Services

Are you passionate about transforming vendor experiences through technology and innovation? Join our team to own the Vendor Experience (VX) charter for Retail by Amazon Sellers (RBS) and establish RBS as a key contributor to Worldwide VX goals across Amazon. This role offers a unique opportunity to work at the intersection of business and technology, improving vendors' experience while working with Amazon support. You'll leverage generative AI to propose and implement long-term solutions that drive meaningful impact.
In this role, you'll own program goals towards vendor support experience enhancement, working closely with tech and product leaders to influence critical trade-off decisions. You'll drive cross-functional initiatives that contribute to executive leadership team goals of vendor contact elimination, making a tangible difference in how vendors interact with Amazon.
Key job responsibilities
- Manage and prioritize program life-cycles across multiple organizations, delivering difficult projects that achieve goals impacting vendor experience and support operations
- Define new VX programs, set objectives, analyze data, and drive improvements quantified with metrics while owning the roadmap from Business Requirements Document (BRD) creation to User Acceptance Testing (UAT) completion in standard Software Development Life Cycle (SDLC) format
- Partner with product teams to define solutioning approaches, working with technology and product leaders to influence trade-off decisions that balance customer experience, financial goals, and operational efficiency
- Lead cross-organizational calls to address blockers, intervene when required by partnering with stakeholder teams, and accelerate progress by driving crisp and timely decisions while proactively mitigating risks
- Apply relevant tools and mechanisms to drive and measure progress, communicate status to all stakeholders through regular business reviews, and escalate issues when required
A day in the life
Your day starts with a detailed evaluation of progress against goals, monitoring vendor experience metrics and identifying areas needing intervention. You'll lead cross-organizational calls to address blockers, partnering with stakeholder teams to keep initiatives on track. You'll work closely with product teams to define solutioning approaches, leveraging generative AI capabilities to create innovative solutions. Throughout the day, you'll balance multiple priorities—from managing Business Requirements Document creation to tracking User Acceptance Testing completion—while ensuring all stakeholders remain aligned and informed.
About the team
Our team focuses on Vendor Experience improvement areas and contributes to executive leadership team goals of vendor contact elimination. We work at the intersection of vendor support transformation, combining operational excellence with emerging technologies like generative AI to create scalable, long-term solutions. The team operates in a collaborative environment where program managers partner closely with technology, product, and operations teams across Amazon to drive meaningful improvements in how vendors engage with our support systems. Join us in shaping the future of vendor experience at Amazon.
- 4+ years of program or project management experience
- 4+ 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
- 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
- Prior experience in working with AI products and gen-AI fluency is a plus
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