As a Selling Partner Support team Program Manager, we work hard to anticipate the needs of our sellers in advance. Describe a time when you correctly anticipated a client need and worked with a team to implement the solution in advance.
The Selling Partner Support team strives to offer exceptional customer service. A key aspect to delivering service that stands out from other service organizations is their ability to work to solve needs before their selling partners are aware of them. This question is asked in an interview to test a program manager's ability to understand the value stream of their client and ensure the availability of solutions that will improve the customer experience in the future.
Remember to demonstrate holistic thinking in your response. Program managers are integrators who maintain awareness of various stakeholder groups within their own organizations as well as those of their customers. This question offers an opportunity to demonstrate your ability to bridge perspectives together while supporting future customer needs.
"I am currently a program manager for the operations center of a large media organization. We provide 24x7 support for on-air and live streaming media events. We support internal stakeholders as well as customers who use our apps.
Based on my experience and knowledge of my stakeholder needs, I knew election support would be a busy time for my stakeholders and the operations center team. I also knew the performance of our on-air systems and apps would be critical during this time.
I worked with my teams to develop special workflows for election coverage ticket identification, escalation, and resolutions. We developed a special dashboard to provide senior managers and stakeholders real-time metrics during the election season. Finally, we trained some of our staff to become election support specialists and developed a special ticket queue for them to organize their work.
The solutions we put in place added a lot of value during the midterm elections. We are currently working to analyze all of the data we gathered to identify areas of improvement and develop strategies for exceeding our customer service goals in the future.
I feel confident I would be able to provide the same level of strategic planning in advance of the needs of Amazon's Selling Partners. I look forward to jumping in to learn about their needs and the tools they use in partnership with Amazon if offered the open position."
