Program Manager II, FBA Support Operations

Program Manager II, FBA Support Operations

The Defect Prevention & Reconciliation (DP&R) organization develops technology that identifies, reconciles, and prevents defects across Amazon’s fulfillment supply chain. DP&R’s scope includes all marketplaces worldwide with products that directly impact both Fulfillment By Amazon (FBA) selling partners and Retail vendors. FBA Support Operations (S-Ops) serves as the centralized intelligence hub that investigates complex reimbursement claims and delivers comprehensive support to global FBA Selling Partners throughout their supply chain journey.

• End-to-end ownership:
  Develop and implement contact routing strategies that improve First Touch Resolution (FTR%) by reducing dependencies, eliminating hand-offs, and empowering associates to resolve seller contacts at first touch.
• Manage program life cycles for routing initiatives, balancing global standardization with regional flexibility while setting clear objectives, analyzing data, and driving improvements quantified by multiple metrics.
• Partner cross-functionally with Product, Support Operations, Change Program Management, Workforce Management, Planning, and regional FBA teams to drive alignment and execution of routing strategies.
• Conduct cost vs. ROI analysis to make strategic decisions that improve FTR%, reduce Cost to Serve, and minimize defects across the global FBA Support Operations organization.
• Establish standard work processes and mechanisms for measuring, and responding to routing changes while building organizational capabilities that create lasting operational improvements.

• Review routing performance metrics and FTR% trends, analyzing overnight issues in routing behavior, and prioritizing initiatives based on their impact to Cost to Serve and Seller experience.
• Facilitate collaboration sessions with Product teams, and external stakeholders on routing mechanism enhancements and partnering with Support Operations to troubleshoot routing rules.
• Work with regional teams to ensure routing rules are properly configured and localized, while collaborating with Change Program Management on associate mapping strategy.
• Make strategic decisions based on cost vs. ROI analysis, build partnerships with upstream and downstream functions, and drive initiatives toward defined program goals.

The Routing, Tools & Experience (RTX) Program is a strategic team within FBA Support Operations focused on building contact routing mechanisms to drive operational excellence and enhance Seller satisfaction. Our mission is to design and implement sophisticated routing solutions that transform both Seller and Associate experiences. We drive measurable improvements in key metrics — enhancing First Touch Resolution (FTR) rates, reducing Total Time to Resolve (TTR), and delivering faster operational support improvement in our support SLA.

• 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
  
  Experience defining program requirements and using data and metrics to determine improvements
• Experience with Excel (Pivot Tables, VLookUps) at an advanced level and SQL

• 3+ years of driving process improvements experience
• Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
• Experience driving improvement programs in the operations, engineering and support fields
• Experience working with routing systems, workforce management tools, or contact center technologies; ability to bridge technical and operational requirements

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