Bachelors degree
- 5+ years of Program Management experience
- 5+ years of experience leading projects improving Customer Experience
- Demonstrated experience building and running Customer Experience or Voice of the Customer programs.
- Ability to communicate effectively across multiple organizational levels and disciplines (technical and non-technical).
- Hands-on experience with tools and techniques to improve CX
- 2+ years directly managing and mentoring others.
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 Fraud space to reduce defects and improve experience for our customers. The PM will be responsible to build out mechanisms to improve CX and integrate the techniques into Payment Risk business unit. The PM will understand customer pain points and respond to the key challenges and successes of BRP programs.
Roles and Responsibilities:
Project Management:
1. 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.
2. Conduct customer research, identify gaps in product/experience offering, and design solutions that address unmet customer needs
3. Drive product awareness and adoption: Identify opportunities and support program improvements.
Reporting:
1. Deliver progress of multiple projects providing regular updates to senior leadership.
2. Monitor and report risks with actionable insights; anticipate and resolve roadblocks.
3. Provide strategic recommendations to leadership to proactively address systemic issues.
Results & Accountability:
1. Challenge assumptions of why a process or service failed; ask the tough questions to get to the root of the problem.
2. Strong commitment towards goals and outcomes and to ensure completion within established timeframes.
3. Clears blockers, escalates appropriately
Collaboration and Team Management:
1. Manage partner relations, performance and customer experience, set objectives and success criteria, and drive towards operational excellence.
2. Partners with global process owners, Site leaders, Operation managers in identifying, defining and executing various process improvement projects
3. Collaborate to refine and improve the workflow between teams, ensuring timelines are met on all sides.
In this role you will work closely with Ops, Product, Tech, Machine Learning, Engineering and Data analysts to streamline development of initiatives to solve for experience for our buyers, at scale-ultimately to help customers shop safely at Amazon. You will manage a team of Program managers to deliver on goals.
- Large scale project management experience in leading multi-organizational initiatives, and driving team accountability to achieve impactful goals
- Proven analytical aptitude, including the ability to mine and analyze large, complex data sets
- Six sigma green belt level capabilities in deconstructing processes and metrics, to identify areas of opportunity and lead the development and implementation of new processes
- Ability to multi-task and handle various projects simultaneously to drive timely results
- Ability to deliver results with self-initiative and determination in a dynamic and often ambiguous environment
- Strong influencing skills and negotiation skills
- Ability to drive projects efficiently in a cross-functional environment by establishing respect and confidence in the business and technical communities
- Ability to motivate and focus people resources where there is no direct reporting relationship
- Certified Project Management Professional (PMP)
- Certified Six Sigma Green/Black Belt
- Meets/exceeds Amazon's leadership principles requirements for this role
- Meets/exceeds Amazon's functional/technical depth and complexity for this role
Amazon is an Equal Opportunity Employer - Minority / Women / Disability / Veteran / Gender Identity / Sexual Orientation / Age
