AHS Sr. PM Contact Elimination, Selling Partner Trust Ops Supp, AHS Experience - Insights

AHS Senior Program Manager for Contact Elimination and Seller Communications leads strategic initiatives within the Account Health Support Experience and Insights team to enhance selling partner outcomes. This role analyzes contact volume and seller feedback to deliver actionable insights, drive improvements, and innovate communication channels. It requires a data-driven, results-oriented leader with strong cross‑functional collaboration skills to influence global stakeholders and improve the seller experience at Amazon. Position is based in Tempe, AZ (remote exceptions not available), requiring five days in office per week. Key responsibilities Execute and track end-to-end operational analysis programs which result in impactful seller experience enhancements. Drive studies across multiple product lines, manage data collection, analyze data, make recommendations, and present results to senior management worldwide. Interact with stakeholders at multiple levels and dynamically lead business and product teams to define and deliver solutions to improve communication channels. Lead needs‑analysis activities to drive insights that ensure the experiences created best support sellers’ success and engagement. Understand the impact of business decisions on the seller experience to drive appropriate messaging. Understand customer (internal and external) needs, define clear project plans, and execute to high expectations in a fast‑paced environment. Anticipate bottlenecks and make tradeoffs, balancing seller and specialist needs versus technical, program, or operational constraints. Demonstrate ability to influence strategic and tactical results across diverse cultures from inception to completion. A day in the life As the AHS Senior Program Manager, Seller Communications & Insights, you will ensure Account Health Support delivers positive outcomes for sellers through our contact channels. You will generate insights and experiment with innovative ideas to optimize the communication channels we use to support sellers. The successful candidate must demonstrate strong data literacy, organizational intelligence, exceptional verbal and written communication skills, and the ability to manage complex cross‑team projects. You will be self‑motivated, solutions‑oriented, comfortable with ambiguity, and innovative in developing best‑in‑class communications to evolve our strategy to connect, engage, and empower our selling partners. About the team Account Health Support (AHS) is a global team that provides Selling Partners with empathetic support while addressing their account health concerns. The Experience and Insights team within AHS is a reliable source for account health seller experience data, including contact volume, seller feedback mechanisms, and detailed data on seller account health outcomes. BASIC QUALIFICATIONS 6+ years of program or project management experience. Experience using data and metrics to determine and drive improvements. Experience owning program strategy, end-to-end delivery, and communicating results to senior leadership. Experience defining program requirements and using data and metrics to determine improvements. Experience implementing repeatable processes and driving automation or standardization. Experience in complex problem-solving and working in a tight schedule environment. 5+ years of Microsoft Office products and applications experience. 5+ years of working cross‑functionally with non‑tech teams. Attention to detail, excellent organization skills, and ability to manage multiple projects and responsibilities. PREFERRED QUALIFICATIONS 2+ years of driving process improvement experience. Master’s degree or MBA in business, operations, human resources, adult education, organizational development, instructional design, or related field. Experience in program or project management. Experience working cross‑functionally with tech and non-tech teams. Knowledge of Excel at an intermediate level (pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, etc.). Experience working in an Operations (contact centers, call centers, etc.) or hospitality environment driving improvements that have resulted in measurable business impact. Equal Opportunity Statement Amazon is an equal‑opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, please contact our recruiting partner for more information. We are committed to an inclusive culture that empowers Amazonians to deliver the best results for our customers. Keywords: program management, seller experience, data analysis, customer insights, communication strategy, cross‑functional leadership, contact center operations, stakeholder engagement, process improvement, operational analytics. #J-18808-Ljbffr Amazon Stores