About the Role:
We are seeking an experienced Senior Program Manager to lead our Supply Chain Coaching initiatives within FBA Support Operations. This strategic role will focus on creating an effortless experience through systematic coaching of supply chain teams and partners, ultimately benefiting both Chinese and global sellers using the FBA network. The role requires close collaboration with internal teams to identify and resolve operational gaps while driving cost efficiency and service improvement.

Primary Objectives:
- Drive service optimization through effective supply chain coaching programs
- Reduce operational defects and unnecessary contacts affecting seller experience
- Improve efficiency and accuracy in supply chain investigation processes
- Create scalable solutions for recurring operational challenges
- Enhance cross-organizational collaboration and knowledge sharing


Key job responsibilities
Strategic Program Management
- Define program scope and set measurable goals aligned with business objectives
- Design and implement coaching strategies to improve supply chain efficiency
- Determine necessary sub-projects and initiatives with clear success metrics
- Establish effective reporting mechanisms for program visibility

Operational Excellence
- Lead complex supply chain investigations and process improvements
- Implement proactive defect or contact prevention strategies

Stakeholder Collaboration & Innovation
- Partner with Supply Chain teams and partners, Tech, Tools, Automation, and Routing teams for innovation
- Build strong relationships with cross-organizational stakeholders
- Scale solutions through technology and process improvements

Data Analytics & Impact
- Analyze metrics and identify improvement opportunities
- Track program effectiveness and ROI
- Create data-driven recommendations for process optimization
- Establish KPIs for measuring coaching success

Critical Competencies:
- Strategic Thinking: Ability to balance tactical and strategic priorities
- Problem Solving: Experience in resolving complex operational challenges
- Stakeholder Management: Proven ability to influence across organizations
- Program Management: Strong track record in delivering results
- Innovation: Capability to drive technological and process improvements
- Data Analytics: Experience in data-driven decision making

Work Environment:
- Fast-paced environment requiring parallel management of tactical and strategic initiatives
- Ability to work independently and create paths forward in ambiguous situations
- Cross-organizational collaboration across global teams
- Up to 30% domestic or overseas travel


About the team
About FBA Support Operations:
Fulfillment By Amazon (FBA) is built around Amazon's world-class capability in ordering, fulfillment, transportation, and Customer service. As a strategic long-term opportunity highlighted by Jeff Bezos, FBA enables third-party selling partners to rapidly grow their business while leveraging our billion-dollar logistics infrastructure. The Support Operations team plays a crucial role in managing complex supply chain-related investigations, ensuring accurate seller reimbursements, validating defect signals, and driving proactive contact prevention.