Senior Program Manager, TSE Product, Investigator Experience

Have you ever thought about what it takes to detect and prevent fraud 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? Come be a part of a rapidly expanding Trustworthy Shopping Experience Operations (TSE Ops) team that helps solve this challenging problem at scale.
The Team: The Trustworthy Shopping Experience Operations (TSE Ops) works on improving seller experience and overall ensuring that Amazon’s marketplace is a safe and trusted space for our customers by enabling activities in different scopes, such as: Product Safety and Compliance (PSC), Restricted Products (RP), Product Quality (PQ) and Trusted Order and Remediation Experience (TORX). In addition to these, the team has support functions which enable the investigator and operational experience through workforce and capacity planning, ops analytics, site strategy, program expansion, change management, tech enablement and security and compliance. The team supports 16 languages across 21 Amazon stores with over 8K employees located in 17 sites.
Role : We are looking for a Sr Program Manager to support the Trust worthy Shopping experience (TSE) Operations & Product team. The role holder will look at opportunities within the TSE space that can be unified and done centrally, thereby helping deliver cost savings. The role holder will need to partner with program teams to understand their needs and evaluate opportunities for standardization and automation. And partner with Operations team for seamless execution.
The right candidate is highly organized, can look out for potential opportunities, earn trust with partner teams and also have a tech bent of mind for automation. Also the role holder is required to have the ability to evangelize the idea to multiple partner teams, have a strong ability to communicate effectively (both orally and in written form) and have experience influencing without authority. You are a strategic thinker with a proven track record of taking end-to-end ownership, planning both for the short-and long term, and successfully delivering results with limited guidance.
Key job responsibilities
1) Drive SOP standardization by partnering with Program stakeholders.
2) Evaluate and drive opportunities to drive SOP automation to improve speed and accuracy of the investigators.
3) Ensure that the Ops investigators have a seamless experience across functions, working with product and tech teams to own and fix workflow issues.
- 5+ years of working cross functionally with tech and non-tech teams experience
- 5+ years of program or project management experience
- 5+ years of delivering cross functional projects experience
- Experience defining program requirements and using data and metrics to determine improvements
- 2+ years of driving process improvements experience
- Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field
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