DESCRIPTION

Have you ever thought about what it takes to detect and prevent fraudulent purchases among hundreds of millions of e-Commerce transactions in different countries? What would you do to create a trusted marketplace where millions of buyers and sellers can safely transact online? What kinds of processes and systems would you build to maximize customer satisfaction and proactively identify and neutralize new and growing fraud threats?? Amazon is seeking a Program Manager who has bias for action, ability to dive deep, and has experience leading multi-organizational initiatives for our global risk team.
Our mission in Buyer Risk Preventions (BRP) is to make Amazon the safest place to transact online. BRP safeguards every financial transaction across all Amazon sites, while striving to ensure that these efforts are transparent to our legitimate customers. As such, BRP designs and builds the software systems, risk models and operational processes that minimize risk and maximize trust in Amazon

Key job responsibilities
– Project Management: Drive experiments charter for cross-functional teams focused on the delivery of a new feature, service, product, or system. Gather business requirements, document functional and design specifications, identify appropriate resources needed, assemble the right project team, assign individual responsibilities, and develop the milestones and launch schedule to ensure timely and successful delivery of the project.
– Change Management & Innovation: Develops and/or influences new ideas/approaches. Establishes procedures, plans and practices which promote the adoption of appropriate solutions and sustainability of desired results in complex operational environments. Develops strategies to enhance decision making.
– Results & Accountability: Ensures that effective controls are developed and maintained across the organization. Takes corrective action, as appropriate. Have a commitment towards goals and outcomes and to ensure the completion within established timeframes. Drives and facilitates moderately complex projects; focuses on results and measuring attainment of outcomes.
– Reporting: Reporting on progress of multiple projects, KPIs for Amazon Business, and providing regular updates to senior management.
– Collaboration: Partners with (advises and supports) the global process owners, Site leaders, Operation managers in identifying, defining and executing various process improvement projects.
– Problem Solving: Understands customer pain points and complex business problems across geographies to create hypotheses and translate this into analysis requirements and identify meaningful insights that help improve our customer experience. Use data to identify key opportunities to achieve the overall goal and track the metrics closely to measure effectives of the solutions.
– Reporting: Reports on progress of multiple projects / feature development and provides regular updates to senior management. Is able to identify risks and develop mitigation proactively. Escalates appropriately.
– Stakeholder Management: Builds good relations with stakeholders to understand priorities, define the roadmap, collaborate and work with them on programs and actions to improve our customers experience.
– Communication: Drives detailed feature discussions and high-level alignment cross functionally. Is clear and concise in verbal and written communication, including Produces clear, concise documents.

A day in the life
• Gather customer anecdotes & operational requirements, write clear & detailed business requirements & functional specifications for new experiment intakes.
• Create experiment execution & sampling SOP, RACI matrix and define clear scope & success criteria to identify and prioritize experiments with partner teams across BRP (CS CX, Operations, Product, Engineering teams, Analytics, AIT, Buyer Abuse, ML and other partner teams as necessary).
• Identify, own, and manage medium to high complexity cross-departmental initiatives and projects.
• Identify and lead continuous improvement initiatives jointly with product teams to improve customer experience.
• Partner with CX Analytics and Data Engineering teams to build scalable impact measurement frameworks, automate data capturing and reporting for new experiments.

About the team
You will be a part of the Customer Engagement team, and will work with Product, Engineering, ML, Operations, UX, and CS to improve customer experience through multiple program delivery.

BASIC QUALIFICATIONS

– 3+ years of program or project management experience
– 3+ years of working cross functionally with tech and non-tech teams experience
– 3+ years of defining and implementing process improvement initiatives using data and metrics experience
– Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL
– Experience defining program requirements and using data and metrics to determine improvements

PREFERRED QUALIFICATIONS

– 3+ years of driving end to end delivery, and communicating results to senior leadership experience
– 3+ years of driving process improvements experience
– Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
– Experience building processes, project management, and schedules