Program Manager MFN performance, MENA Merchant Fulfilled Network
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Job title: Program Manager MFN performance, MENA Merchant Fulfilled Network
Company: Amazon
Job description: DESCRIPTIONAmazon strives to be Earth’s most customer-centric company where people can find and discover virtually anything they want to buy online. By giving customers what they want – low prices, vast selection, and convenience – Amazon continues to evolve as a world-class e-commerce platform.
With the acquisition of Souq and its affiliated businesses, Amazon is rapidly expanding its presence in the Middle East and North Africa. Accordingly, we are looking for an experienced Program Manager based in Dubai, UAE, to execute our fulfillment solutions aimed at Selling Partners on MENA Marketplace (‘MFN’ or Merchant Fulfilled Network). This position will report into the Regional Head, MFN Fulfillment.Key job responsibilities
KEY RESPONSIBILITIESRole will hold a key responsibility to implement different programs for MFN Easy Ship in MENA smoothly and scale the program. This person will focus on implementation, execution, auditing and optimization of our OPS processes to preserve CX and SX for MENA Marketplace. Specifically, the candidate will audit the following among others:
· Identifying and implementing new programs to improve Seller Performance metrics (Late Shipment, Cancellation Rate)
· First-mile (booking process, prepping, organizing for pick-ups or drop-offs, troubleshooting…).
· Monitor along Ops teams first-mile SLAs such as booking availability, courier pick-up, coverage and availability, etc.
· Last-mile performance through Delivery Experience KPIs such as accuracy of promise, to identify any trends or recurring issues.
· Handling returns to Sellers; Customer Service liaison with items that need to be pulled out for customer complaints.
· Program management and kaizen approach to constantly reduce defects and optimize for the overall end-to-end delivery experience.
The candidate will be key to ensure the smooth running of the operational aspects of one of our most strategic fulfillment programs for Selling Partners in MENA.We are open to hiring candidates to work out of one of the following locations:Dubai, AREBASIC 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
– Bachelor’s degree
– Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL
– Experience defining program requirements and using data and metrics to determine improvementsPREFERRED 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 stakeholder management, dealing with multiple stakeholders at varied levels of the organization
– Experience building processes, project management, and schedules
Expected salary:
Location: Dubai
Job date: Sat, 23 Mar 2024 01:08:58 GMT
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