ASSPL
E-Commerce
ProgramManager,ValueAddedServices
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optimal for Manager candidates.
“Program Manager, Value Added Services at ASSPL. Skills: Program management, Customer experience, Service quality. Own end-to-end responsibility for Ready-to-Use Service. Identify defects leading to poor service experience”
What You'll Achieve.
Deliver 5-star rated services; Improve service quality; Enhance customer experience; Ensure frugality
Industry & Context.
Problem-solving; Data analysis; Root cause analysis
Flexible schedule, Flexible shift, Flexible work area, Weekends, Nights, Holidays
What They're Looking For.
Must Have
2+ years program management experience, 3+ years CMMS program experience, 3+ years maintenance planner/scheduler experience, 3+ years advanced Microsoft Word and Excel experience, 2+ years Amazon RME experience
Nice to Have
Knowledge of Lean principles, Knowledge of DMAIC methodology, Experience in MS Access, Experience in SQL, Experience in requirement gathering, Ability to write clear requirement document, Experience using Microsoft Projects software, Experience with MHS installation, Experience with MHS operation, Experience with MHS maintenance
What You'll Do.
Own end-to-end responsibility for Ready-to-Use Service
Identify defects leading to poor service experience
Design metrics to capture defects
Understand defect importance
Establish defect prioritization
Design inputs/outputs to address root causes
Publish corrective action plan
Create playbook for triggering workflows
Safeguard next 7 days performance
Implement long-term fixes
Define success metrics
How You'll Work.
Team & Collaboration
Cross-functional stakeholders; Product Teams; Category Teams; Trans-Teams; Service Providers; Service Products; Service Fulfillment; Service excellence; Business Finance; Brands
Communication Scope
Voice crunching; Data crunching
Process & Methodology
Program management
Full Job Description
Value Added Services, India: 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 fulfilment 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,
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