Job Description

The Bad Actor Disincentives team within the Customer Trust and Partner Support (CTPS) organization is looking for a passionate, innovative, organized, and results-oriented Program Manager to define and drive the strategy for a pioneering program that improves Amazon’s ability to protect customers from fraudulent/abusive activity in our stores.

• Lead the effort to create standardized documentation and implement scalable mechanisms
• Independently manage large scale and complex projects while collaborating with internal/external stakeholders across Amazon. Stakeholders will include: launch product/program teams, Operations, Legal, Compliance, as well as other risk management partner teams.

Job summary
Are you passionate about working on an extremely complex initiative with global scale and impact, that focuses on making Amazon the safest and most trusted company on earth?

As a Program Manager, you’ll have a unique opportunity to own the strategy for growth and expansion of a new program with limitless opportunity in the next several years. You will innovate on behalf of customers, selling partners, brands, internal stakeholders, and external partners. You will identify gaps in the program through quality frameworks and bridge them with the upstream teams. You will do this by creating solutions that stakeholders want to adopt, share, and improve.

In this role, you will create and execute on a strategic roadmap and act as a growth catalyst in the organization. You will take large, complex problems and break them down into manageable pieces, then ensure timely delivery of solutions. You will assess costs, benefits and ROI; identify and mitigate risks; manage escalations; anticipate and make trade-offs; balance business needs with technical constraints. You will ensure there are no defects in the system and develop the tenets to measure customer experience and drive the action plan.

Key job responsibilities
As a Program Manager in CTPS’ Bad Actor Disincentives team, you will:

• Enable transparency and strategic alignment across teams and partners by providing communication and clear status of the initiatives you own.

. Identifies & manages small to mid-scale process improvement opportunities at process or team level.
. Identify the opportunities to ensure customer experience through the activities BAD perform.
. Identify metrics through the data available to measure customer experience and drive to increase the customer satisfaction scores

• Unify distributed efforts and own the plan to deliver quality outcomes that progress our vision.
• Define metrics and KPIs to measure customer experience and programs and report on their progress.
• Work across organizations to ensure force multiplication with a wide array of stakeholders.
• Communicate effectively with both technical and non-technical individuals.
• Bring your expertise, problem solving skills, creativity, and sense of humor to add value to our team

About the team

• Masters Degree
• PMP Certification
• Experience working with senior leaders to influence project decisions, both internally and externally.
• Experience working with geographically distributed teams within a complex international organization.
• Subject matter expertise of e-commerce business models, regulatory compliance landscape.
• Ability to effectively communicate in written and verbal form across functional groups within the company, with Clients, Customers and Vendors, as well as Senior Management.
• Comfortable working in a fast paced, highly collaborative, ambiguous work environment.