Head of Heavy & Bulky Programme JP, EITS at Amazon

We are transforming the way customers buy high consideration products (such as white goods, TVs, furniture, and many more categories) online. We are looking for a dynamic, senior leader who can independently define and drive the entire programme — setting a 5-year strategic roadmap encompassing customer, delivery, and vendor experience. define the technical architecture — in a space where the problem, opportunity, and strategy are not yet fully defined.
This role owns the end-to-end customer experience, financial performance, tech management including top/bottom line and Cost to Serve across all channels. You will lead through ambiguity, distilling diverse inputs from large customer segments and stakeholders to set a compelling vision, achieve consensus on priorities, and drive execution at scale.

Key job responsibilities

• 1.

Strategic Business Leadership:

• Define and execute the vision for best-in-class CX, partnering with tech teams, Service, and Operations (demonstrate thought leadership of WW H&B business)

• Develop a multi-year strategic roadmap (3–5 years) balancing growth, profitability, and innovation — partnering with Category teams (JP & US/EU) and Finance

• Own channel strategy and performance, partnering with Category and 3P teams

• Independently make short-term vs. long-term trade-offs, defining clear goals and objectives while communicating the long-term perspective and context behind business decisions

• Stay abreast of relevant launches and innovations inside and outside the company; use that knowledge to inspire big ideas and disrupt in a strategically important domain

• 2.

Customer Experience Excellence:

• Design and deliver improvements across Discovery, Purchase, DEX, and Post-purchase journeys

• Measure success through metrics including Customer Contacts per unit, Purchase customer count, Service GV coverage%, Attach%, and C-Ret%

• Establish mechanisms to audit the customer experience, quality, and operational performance produced by your teams

• Develop closed-loop mechanisms to quickly identify when projects are at risk and act decisively to get them back on track

• 3.

Cross-Functional Leadership & Influence:

• Build strong partnerships and influence AMXL on CX and operations, VAS tech team for CX initiatives, Functional teams for pricing/inventory/financials, and Category/3P teams for selection-related initiatives

• Influence across teams using data-driven arguments while remaining open to others’ needs and points of view

• Negotiate effectively and drive discussions that include the right stakeholders, result in impactful decisions, and communicate outcomes clearly through Amazon’s writing mechanisms

• Write effective narratives and strategic documentation to influence and negotiate at senior leadership level

• 4.

Team & People Leadership:

• Provide strategic management as a leader of leaders — managing other managers, potentially across locations
• Proactively attract and hire bar-raising talent; set the standard for onboarding and development
• Grow successful senior employees and managers through collaborative development planning, coaching, and strategic project assignment; identify future leaders and facilitate their exposure to senior management
• Plan for long-term organization sustainability and growth; assess future skills, roles, and teams needed; actively build succession plans
• Foster a psychologically safe, inclusive culture; lead with empathy and create sustainable workloads for your teams
• Build a team that consistently delivers successfully and leverages you for escalations and senior leadership influence

A day in the life
【What's a day in the Amazon office like? 】 https://www.youtube.com/watch?v=0wIlMX1yUKU

【Employee Benefits】 https://www.amazon.co.jp/b?node=22292420051

About the team
We are part of the Japan Store team and we lead all electronics categories for Japan Retail. We aim to simplify customer experience to enable customers to easily find and purchase the products they need.

Basic Qualifications

• Bachelor's degree
• 12+ years of experience in product or program management, product marketing, business development, or technology
• 6+ years of team management experience, including managing managers
• Experience owning and driving roadmap strategy, definition, and end-to-end product delivery
• Experience managing feature delivery, including prioritization and trade-off decisions
• Demonstrated ability to lead through ambiguity where problems, opportunities, and strategies are not yet defined
• Track record of influencing senior stakeholders and cross-functional teams without direct authority

Preferred Qualifications

• MBA or advanced degree
• Experience in e-commerce, logistics, or supply chain management
• Experience with heavy & bulky product categories or last-mile delivery operations
• Japanese language proficiency
• Experience communicating and presenting to senior executives (VP+)
• Proven ability to develop multi-year strategic roadmaps and drive organizational change

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.