苹果Optimization Program Manager, Retail Customer Care
任职要求
Minimum Qualifications • 3 and above years experiences of program and/or project management • Ability to communicate quickly and effectively, vertically and horizontally throughout the organization at all levels and across multiple teams • Consistent track record of prioritizing multiple projects and meeting deadlines; focusing on the most important project in a constantly evolving environment • Thrives in a fast-paced, ambiguous environment operating at both strategic and tactical levels • Proven analytical skills and data-driven decision making including quantifying results of strategic and tactical …
工作职责
• Assess current business processes for improvement opportunities to assist in the creation and ongoing maintenance of the RCC roadmap for both capital and non-capital work • Consult with Project Teams on high-level requirements and strategies that impact RCC’s strategic marketplace teams ensuring the highest level of customer experience in a scalable manner • Collaborate with the technical and business teams to ensure systems are ready for new product launches aware optimized to drive desired business outcomes • Build positive relationships with all key cross-functional partners and contribute to an inclusive environment by respecting each others’ differences and having the curiosity to learn • Supervise operational metrics on a daily, weekly, monthly and quarterly basis and participate in quarterly and annual business planning and forecasting reviews
Amazon.com operates in a global eCommerce environment without boundaries, and operates a diverse set of businesses, including Retail, third party marketplaces, eCommerce platforms, web services for developers. Amazon's Cross Border business provides customers access to Amazon’s worldwide selection with a localized search and browse experience, convenient local payment options, end-to-end delivery solutions and access to native customer service on the local Amazon marketplace. Cross Border business simplifies the cross border shopping process by clearing customs on the customer’s behalf and by guaranteeing that the customer will not have to pay any additional duties and import fees beyond what is shown at checkout. RBS Cross Border team’s vision is to empower customers to “Stay Local, Shop Global” with an objective to improve cross border customer experience and maximize the revenue potential of cross border ASINs by fixing cross-listing, Buyability, discoverability and detail page conversion defects at scale. In 2025, RBS Cross Border team is establishing a new charter for cross border expansion in non-footprint countries (where Amazon has no direct retail presence), to enable customers to access our unique selections through their preferred shopping experiences. RBS Cross Border team is looking for a Program Manager, who will establish the management framework of Selections Health, establish new tasks to improve selection health and drive selection conversion on external store. Key Performance Areas: - Program plan and delivery management independently in a dynamic environment - Influence stakeholders and drive alignment on program priorities, goals and roadmap - Identify new opportunities to initiate sub-programs - Influence upstream teams' priorities and roadmap - Make trade-off decisions and understand when and how to escalate appropriately - Develop solutions and lead implementation - Advocator and practitioner of using technology to solve business problem. - Mentor junior team/project members
We are looking for a results-driven individual with retail experience to drive China-based sellers to maximize their presence and business in Amazon Global marketplaces; meanwhile deliver first-class level of services to customer satisfaction. The Account Manager will have experience building relationships with internal and external stakeholders, and the ability to deliver results. Provide primary post-sales general and/or technical support to third-party sellers. Manage relationships with key accounts and develop strategies to maximize these relationships. Responsible for monitoring and maintaining performance, and working with clients to improve performance. In addition, responsible for proactive monitoring of accounts to identify and address any issues that may impact revenue generation. Must be focused on driving results, and work across all relevant cross-functional areas to guarantee effective communication, implementation, and execution of objectives. Roles & Responsibilities: Planning/Analysis: • Drive seller growth and seller success on Amazon through selection growth, conversion enhancement, ads optimization and feature adoption etc. • Conduct deep dive analysis on Seller business performance, define the opportunities and create actionable plans to achieve seller development goals (Input/Output) within the portfolio of accounts • Analyze category trends and summarize account management best practices and SOPs into the business development framework • Collect and feedback the Voice of the Seller as to input into product development and process optimization to continuously improve efficiency • Collaborate with PM team or manage projects/programs as primary owner to drive product/feature/service content innovations to further improve SP business and SP satisfaction Leadership: • Become a thought leader in defining success criteria and understand business needs of large Sellers in an ever-changing business environment. • Manage all aspects of the client relationship for highest standard of seller experience.
Product Strategy & Development * Own the product vision, strategy, and roadmap for AI-powered Seller Education experiences. * Identify and prioritize learning opportunities across the seller lifecycle (e.g., onboarding, growth, compliance, optimization). * Design and launch AI solutions (e.g., adaptive learning, content recommendation, conversational tutors) that improve learning outcomes and engagement. * Drive measurable improvements in Seller learning efficiency, satisfaction, and business impact. * Lead continuous product improvement using experiments, data insights, and qualitative feedback from Sellers and stakeholders. Technical Leadership * Partner with data science and engineering teams to design, build, and scale AI/ML and LLM-based learning features. * Define clear technical requirements, success metrics, and guardrails for AI-powered education workflows. * Oversee end‑to‑end product development cycles, from discovery and design through implementation and launch. * Promote data-informed decision making and experimentation across all product initiatives. Stakeholder & Program Management * Lead cross‑functional collaboration between product, program, tech, content, marketing, and operations teams. * Communicate product strategy, roadmap, and results to senior leadership, highlighting trade‑offs and impact. * Drive alignment and change management across CN and global teams to scale adoption of AI‑powered learning solutions. * Influence internal and external partners to co‑create high‑quality, localized, and relevant learning experiences for Sellers.
Product Strategy & Development - Own the product vision, strategy, and roadmap for AI products in compliance domains - Identify and prioritize high‑impact opportunities - Design and launch AI-powered solutions that reduce friction and improve Seller experience - Drive measurable improvements in efficiency, automation, and decision quality - Lead continuous product optimization using experimentation, data insights, and user feedback. Technical Leadership - Partner with data science and engineering teams to design, build, and scale AI/ML and LLM-based solutions. - Define clear technical requirements, success metrics, and guardrails for AI-powered features and workflows. - Oversee end‑to‑end execution cycles, ensuring on‑time delivery, reliability, and strong business outcomes. - Champion data‑informed decision making across product initiatives, leveraging experimentation and A/B testing where appropriate. Stakeholder Management - Lead cross‑functional collaboration between central product/program teams, tech teams, operations, legal/compliance, and external partners. - Communicate product strategy, roadmap, and impact clearly to senior leadership, including trade‑offs and decision rationale. - Drive alignment and change management across CN and global teams, ensuring scalable adoption of AI solutions. - Influence stakeholders at multiple levels to remove roadblocks and accelerate delivery.