ProgramManager,AmazonBusinessOperations

Amazon Business (AB) is re-inventing B2B eCommerce by offering business customers of all sizes the same advantages Amazon has already brought to consumers including broad selection, low pricing, unique delivery experiences, and great customer service. WW Amazon Business Ops (AB Ops) is building the operations and supply chain solutions that will enable AB’s rapid growth by re-engineering many parts of our supply chain to offer bulk, consolidated, pallet deliveries and many other services that business customers require. The Program Manager will improve last mile performance for AB commercial shipments, analysing delivery experience metrics, investigating complex customer issues and escalations, and lending execution support for bulk or high value orders. You will collaborate with a wide range of stakeholders across the business such as AB Sales, AB Customer Support, AMZL, AMXL and 3P. This role will be tactical in nature, and you’ll conduct your own research and analysis, always with an eye on the long-term vision of the business. Skills such as cross-team coordination, data analysis and communicating to senior management are essential. This role provides a great opportunity to strengthen the foundations of Amazon's B2B operations in Japan and offers the opportunity to influence business decisions and shape the future. This position will be based out of our Tokyo corporate office. Key job responsibilities • Manage high-level customer escalations and feedback, including analysing Voice of Customer (VOC) data and attending weekly business reviews • Conduct deep-dive data analysis on top-performing locations, 3rd party vendor performance, and business operating hours • Analyse data and drive improvements that are quantified with metrics • Support program managers with critical business initiatives and programs • Communicate updates to program managers and senior management • Oversee the customer onboarding process for a key service offering • Govern KPI reporting for p