Program Manager

Responsibilities

• Lead and develop a small support team, owning training, SOP development, and performance
• Manage end-to-end seller support operations including scheduling and escalation resolution
• Act as a bridge between seller support and Japan operations to translate issues into actionable intelligence
• Build SOPs, workflows, and supporting tooling for the EasyShip program
• Establish governance mechanisms and reporting such as WBR/DBR and daily flash reports
• Develop proactive outreach frameworks to identify underperforming sellers and reduce churn
• Partner with carrier, supply chain, and account management teams to align outcomes
• Lead root-cause deep dives to convert recurring pain points into permanent process fixes
• Synthesize qualitative and quantitative feedback to shape product and operational roadmaps

Requirements

• 3+ years of team management experience
• 3+ years of program or project management experience
• 3+ years of experience working cross-functionally with tech and non-tech teams
• 3+ years of experience delivering cross-functional projects
• Experience defining program requirements and using data/metrics for improvements
• Business level proficiency in English (verbal and written)
• Business level proficiency in Japanese (verbal and written)

Preferred Qualifications

• Experience implementing repeatable processes and driving automation or standardization
• Experience in data mining, data management, reporting, and SQL queries

About the Company

Easy Ship is Amazon’s managed delivery solution for Marketplace sellers in Japan. We pick up packages directly from sellers and deliver them to customers through Amazon’s logistics network.