About this role
About the Role Want to be the person who makes sellers successful by connecting operations execution with real-time customer support? This role puts you at the intersection of logistics operations and seller experience for one of Amazon Japan’s fastest-growing delivery programs. As our Operations & Customer Excellence PM, you’ll own Project Mirai — an initiative that transforms how we support EasyShip sellers in Japan. Working alongside a small support team who serve as the direct voice to our sellers, you’ll build the processes, SOPs, and governance mechanisms that connect frontline seller interactions back to first-mile operations improvement. This is a hands-on, high-ownership role. You won’t just manage processes — you’ll build them from scratch. You’ll connect two functions: the seller support team that engages with JP sellers daily, and the operations team that controls pickup scheduling, carrier coordination, and delivery performance. When a seller raises a scheduling issue, your team resolves it. When patterns emerge from those interactions, you turn them into systemic fixes. What You’ll Solve • How do we give sellers a direct, responsive support channel that resolves issues faster than ticket-based systems? • How do we translate frontline seller pain points into upstream operations improvements (scheduling accuracy, carrier coordination, SLA compliance)? • How do we build scalable support infrastructure that enables seller growth without proportional headcount? • How do we create real-time performance visibility (flash reporting, daily metrics) that drives proactive intervention before problems reach sellers? Key job responsibilities • Team Leadership: Guide and develop a small support team, owning training, SOP development, quality, and performance. • Seller Support Operations: Own end-to-end seller support operations — from scheduling, order management, and package handover queries to escalation resolution. Ensure FDPS (First Day Pickup Success), LSR (Late Schedule Rate), and TTR (Time to Resolution) targets are met. • Operations Bridge: Act as the connective tissue between seller support and Japan operations. Translate seller-reported issues into actionable intelligence for the carrier team, supply chain, and route planning functions. • Process Excellence: Build SOPs, workflows, and supporting tooling for JP from the ground up. Initiate process benchmarking, identify optimization opportunities, and drive C2P (Contact-to-Pickup) improvement for EasyShip. • Governance & Reporting: Own daily flash reports, establish WBR/DBR (Weekly/Daily Business Review) mechanisms, and create new metrics (e.g., First Order Pickup Success) that give leadership real-time visibility into seller health. • Seller Performance Management: Develop proactive outreach frameworks — identify underperforming sellers across all tiers, intervene early, reduce churn, and improve overall network health. • Cross-Functional Alignment: Partner with carrier, supply chain, and account management teams to align seller support outcomes with first-mile capacity, pickup scheduling, and delivery performance goals. • Continuous Improvement: Identify recurring seller pain points and lead root-cause deep dives that convert one-off issues into permanent process or system fixes. • Seller Advocacy: Own the voice of the seller — synthesize qualitative and quantitative feedback into insights that shape product, policy, and operational roadmap decisions. • Scalability: Design processes and playbooks that scale from pilot (current) to full operations covering all EasyShip JP seller tiers. A day in the life Your day starts by reviewing overnight support logs, checking flash metrics, and briefing your team on priority sellers. Mid-day you might be troubleshooting a recurring scheduling miss pattern with the carrier coordination team, updating SOPs based on a new process rollout, or presenting weekly performance trends to leadership. You’ll switch between hands-on problem-solving (why did five sellers miss their pickup window yesterday?) and systemic thinking (how do we redesign the scheduling confirmation flow to prevent this category of misses?). Your team handles the seller interactions; you handle the patterns behind them. At Amazon, you'll work alongside the latest AI and GenAI tools that are increasingly woven into how teams operate: from AI-powered capabilities that accelerate decision-making, to Generative AI that helps you focus on work that truly matters. You'll have opportunities and resources to develop AI fluency at your own pace, with continuous learning built into the culture. About the team 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. Project Mirai is transforming how we support these sellers — moving from a reactive, Account Manager-dependent model to a structured, proactive support channel that frees AM bandwidth for growth while dramatically improving seller experience.