The posting
Program Manager, Seller Experience (SX) – WhatsApp Communications Organization: Emerging Markets, Seller Experience (EM SX) About the Role The EM SX team is looking for a detail-oriented and proactive Program Manager to own and drive the end-to-end lifecycle of WhatsApp template communications for Selling Partners across Emerging Markets. This role sits at the intersection of operational excellence, seller communication strategy, and technical coordination — ensuring every WhatsApp message delivered to our sellers meets the highest bar for quality, compliance, and customer experience. You will be responsible for managing the intake pipeline for WhatsApp templates, upholding SX standards, coordinating template testing and performance tracking during dial-ups, and serving as the first responder for emergent communication needs and liasoning across partner tech teams for any issue debugging. This is a high-visibility role that requires strong ownership, a bias for action and an eye for identifying and simplifying processes for builder teams.
Key job responsibilities Key Responsibilities WhatsApp Template Intake & SX Bar Raising • Own the end-to-end intake process for WhatsApp template requests from stakeholder teams across WW Stores • Serve as the SX bar raiser — review template content for tone, clarity, compliance, and alignment with seller communication principles • Partner with content, legal, and product teams to ensure templates meet brand guidelines and regulatory requirements • Maintain a structured intake tracker and provide visibility to stakeholders on request status and timelines SOP Management, Intake Tracking & SLA Governance • Create, maintain, and continuously improve Standard Operating Procedures (SOPs) for the WhatsApp communications workflow • Track and close-loop all intake requests against defined SLAs; flag and escalate deviations • Produce weekly/monthly reporting on intake volume, SLA adherence, bottlenecks, and process health metrics • Drive process improvements based on data trends and stakeholder feedback Template Testing & Performance Management During Dial-Up • Coordinate end-to-end testing of new templates across pilot populations before broad rollout • Define and track performance metrics (delivery rate, read rate, opt-out rate, CTR) during phased dial-up • Identify underperforming templates and recommend optimizations or rollbacks based on data • Maintain a performance dashboard and share insights with stakeholders during business reviews Emergent Communications Management • Serve as the single-threaded owner for urgent/same-day communication requests that require immediate setup and deployment • Establish and maintain a rapid-response workflow to triage, approve, build, and deploy emergency templates within hours • Coordinate cross-functionally with tech, content, and approvals teams to ensure timely delivery under compressed timelines • Maintain a log of emergent comms with root cause analysis to reduce future ad-hoc requests Technical Debugging & Issue Resolution • Act as the first point of contact for technical issues including Cradle job failures, template errors, and delivery failures • Triage and debug issues by working with engineering teams, reviewing job logs, and identifying root causes • Maintain a known-issues tracker and drive resolution or workarounds to minimize seller impact • Document recurring issues and partner with tech teams to build permanent fixes Basic Qualifications • Bachelor's degree in Business, Communications, Engineering, or a related field • 2+ years of experience in program management, operations, or a related role • Experience working with communication platforms, CRM tools, or messaging workflows • Strong proficiency in Excel/Google Sheets and data analysis • Excellent written and verbal communication skills • Ability to manage multiple priorities in a fast-paced, deadline-driven environment Preferred Qualifications • Experience with WhatsApp Business API or similar messaging platforms • Familiarity with Amazon's internal tools (Cradle, SIM, etc.) • Experience in seller-facing or marketplace operations • Exposure to Emerging Markets and cross-geo stakeholder management • Basic understanding of SQL or scripting for data pulls and debugging • Experience creating SOPs and process documentation from scratch
- 2+ years of program or project management experience
- Knowledge of Lean principles and DMAIC methodology - Experience in MS Access and SQL - Experience in requirement gathering and ability to write clear and detailed requirement document
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