Manager, Program Management

Overview

Have you ever thought about what it takes to detect and prevent fraudulent purchases among millions of e-Commerce transactions in different countries? What would you do to create a trusted marketplace where customers can safely transact online? What kinds of solutions and systems would you build to maximize customer satisfaction?

We are seeking a Senior Program Manager who is passionate about process and systemic improvement initiatives in the Payments risk space to reduce defects and improve experience for our customers. The PM will be responsible to build out mechanisms to help improve CX and integrate the techniques into Payment Risk business unit. The PM will leverage customer data via executive escalations to help us understand and respond to key challenges and successes of our programs.

Key responsibilities

• Gather requirements, document functional specifications, identify stakeholders and process partners, identify defects and gaps, contribute cross-functional solutions, assess and manage risks, measure and report on progress, anticipate and resolve bottlenecks and make tradeoffs.
• Conduct customer research, identify gaps in product/experience offering, and design solutions that address unmet customer needs.
• Drive product awareness and adoption: identify opportunities and support program improvements.

Reporting

• Deliver progress of multiple projects providing regular updates to senior leadership.
• Monitor and report risks with actionable insights; anticipate and resolve roadblocks.
• Provide strategic recommendations to leadership to proactively address systemic issues.

Results & Accountability

• Challenge assumptions of why a process or service failed; ask right questions to get to the root of the problem.
• Strong commitment towards goals and outcomes and to ensure completion within established time frames.
• Clear blockers, escalate appropriately.

Collaboration And Team Management

• Manage partner relations, performance and customer experience, set objectives and success criteria, and drive towards operational excellence.
• Partner with global process owners, site leaders, operations managers in identifying, defining and executing various process improvement projects.
• Collaborate to refine and improve the workflow between teams, ensuring timelines are met on all sides.

Qualifications

Basic Qualifications

• 5+ years of working cross functionally with tech and non-tech teams experience
• 5+ years of team management experience
• 5+ years of cross functional project delivery experience
• 5+ years of program or project management experience
• Experience defining program requirements and using data and metrics to determine improvements

Preferred Qualifications

• Experience managing, analyzing and communicating results to senior leadership
• MBA
• Experience using data and metrics to drive improvements
• Experience delivering cross functional projects

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

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 for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $114,500/year in our lowest geographic market up to $189,300/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits.

For more information, please visit This position will remain posted until filled. Applicants should apply via our internal or external career site.

Company - Amazon.com Services LLC

Job ID: A3061413

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