Program Manager I, Seller Success and Mobile

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
Bachelors 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 Amazons 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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