The Opportunity We're seeking a strategic Program Manager to help Amazon Business sellers grow their sales by removing obstacles and improving their experience. You'll drive programs and process improvements that directly impact seller success (aiming for 15-20% year-over-year sales growth while reducing seller friction by 30%+). The S3T team supports business sellers on Amazon, and as Program Manager, you'll own cross-functional programs across our global seller support operations. You'll think strategically, make data-driven decisions, and generate significant impact on both seller experience and business outcomes.
What You'll Do This role offers a unique opportunity to shape how S3T approaches seller support and issue resolution. You'll create more efficient, seller-friendly experiences by driving standardization, AI/automation, and predictability in service delivery.
Key job responsibilities • Lead Key Programs: Own end-to-end management of critical initiatives including programs that help sellers optimize their product listings, access support tools, and complete business certifications. You'll define roadmaps, set priorities, and ensure on-time delivery. • Drive Continuous Improvement: Identify opportunities to automate manual processes and integrate AI solutions across internal procedures and external help resources. Design improvements that reduce manual effort and speed up issue resolution. • Write Strategic Documents: Author critical business documents including program narratives, strategy documents, operational planning materials, and quarterly business reviews that communicate program health and direction to senior leadership. • Make Data-Driven Decisions: Use seller performance data and operational metrics to identify opportunities, measure impact, and drive improvements. Build dashboards and reporting mechanisms to track program success and promote the creation of new metrics. • Manage Stakeholders: Partner with Sales teams, Tech Leadership, Product Managers, and operational teams to identify opportunities, align priorities, remove blockers, and ensure successful outcomes. • Collaborate Cross-Functionally: Work across organizational boundaries to coordinate with Brand Registry, Risk and Compliance, Priority Catalog, and other internal teams. Drive alignment and remove barriers to program success. • Champion AI Innovation: Identify opportunities to leverage generative AI, machine learning, and automation to transform seller support workflows. Partner with Tech teams to pilot, test, and scale AI solutions that improve seller experience and operational efficiency.
Who You'll Work With You'll report to the AB3P Costa Rica Leader and partner closely with Sales Operations and various Sales teams including Account Managers, New Seller Recruitment teams, and Global Account Managers. You'll also collaborate with Tech Teams, Product teams, and operational stakeholders to identify opportunities, design solutions, and execute programs that scale.
What Success Looks Like You'll balance multiple priorities effectively: • Drive measurable improvements in seller sales growth • Maintain high seller satisfaction scores • Minimize operational friction and manual processes • Deliver continuous improvement through AI/ML solutions that reduce manual processing time. • Achieve measurable operational excellence
A day in the life Your work directly enables thousands of sellers to grow their businesses on Amazon. You might start your morning reviewing program health metrics, identifying unresolved issues and blockers across in-flight initiatives. Throughout the day, you'll align with Sales teams to understand seller pain points, collaborate with Tech Leadership on automation opportunities, and work with operations to optimize processes. You could spend part of your day in a working session designing an AI-powered solution to reduce manual processing time, then draft a strategic program document for senior leadership review. Your afternoon might involve removing blockers for a critical launch or identifying sales growth opportunities and proposing a new program to leadership. You'll resolve escalations, track adoption of new features, and course-correct programs to ensure sellers and account teams can execute with confidence. You're constantly asking: How can we promote sales growth through better seller support? How can we automate this process? How do we scale this solution? Your focus is on driving impact for sellers and building durable solutions that anticipate future needs, not just solving today's problems.
About the team The Seller Success Services Team (S3T) owns comprehensive support services for Amazon Business sellers across catalog management, package hierarchy, brand support, pricing operations, quality assurance, and issue resolution. Our primary objective is to drive growth for seller success within the Amazon Business marketplace by resolving issues for strategic sellers, giving Account Representatives time back to focus on selling. We support and collaborate with Sales teams across multiple segments and manage programs that directly impact seller experience and business outcomes. Program Management within S3T drives Go-To-Market strategy, change management, automation initiatives, and cross-organizational execution so every launch lands cleanly and every process scales efficiently. We turn seller insights and operational pain points into durable system changes, and we communicate that work through rigorous written documents: program narratives, strategy docs, operational inputs, and regular business reviews. We measure success when friction falls, resolution times decrease, and sellers grow faster with fewer interruptions.
Basic Qualifications
- 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
- Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL
- Experience defining program requirements and using data and metrics to determine improvements
- Bachelor's degree in Business Administration, Finance, Economics, Computer Science, Engineering, or related field
- Experience with automation and AI/ML integration, including hands-on experience implementing generative AI solutions, machine learning models, or AI-powered workflow automation in operational environments
Preferred Qualifications
- 3+ years of driving end to end delivery, and communicating results to senior leadership experience
- 3+ years of driving process improvements experience
- Experience in driving end to end delivery, and communicating results to senior leadership
- Experience with Amazon Business or seller-facing programs
- Experience in e-commerce, marketplace, or seller support environments
- Project Management certification
- Experience writing Amazon-style narrative documents (six-pagers, PR/FAQs, or equivalent structured written communication formats) to drive leadership alignment and decision-making
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