Program Manager II, A-to-z Guarantee

A-to-z Guarantee is Amazon’s primary mechanism for protecting customers when they encounter a negative order experience with a third-party seller. We focus on helping Customers easily report a problem when something goes wrong, Sellers to effectively resolve these problems for our customers, and Amazon systems & associates to efficiently adjudicate decisions where we need to step in! Because of the customer experience & financial impact of this product, as well as the opportunities to test integration points upstream, parallel, and downstream – this is an exciting opportunity for a Program Manager to enter the team, think big, simplify & reinvent, and help set the future vision for the program! Key responsibilities for this role will include:
Key job responsibilities
- Coordinate cross-team efforts in reducing potential shipment defects using signals related to last-mile delivery, heavy/bulky items, and pickup statuses
- Develop strategies to work with carriers in influencing use of shipping labels and enabling One-Time-Password authentication for delivery
- Develop best practices to foster, manage, track and measure success.
- Partner with business/operations/product and program teams to consult, develop and implement KPI’s, automated reporting/process solutions and data infrastructure improvements to meet business needs.
- Actively identify and resolve issues that may impair the team’s ability to meet strategic, financial, and technical goals. Identify and implement process improvements and opportunities for innovation and simplification.
About the team
Customer Trust & Partner Support (CTPS) is responsible for creating a trustworthy shopping experience across Amazon stores worldwide by protecting customers, brands, selling partners and Amazon from fraud, counterfeit, and abuse as well as empowering, providing world‐class support, and building loyalty with Amazon’s millions of selling partners. Our unique backgrounds and perspectives strengthen our ability to achieve Amazon's mission of being Earth's most customer-centric company. Amazon’s Perfect Order Experience team, under CTPS, works to ensure that Customers can buy with confidence on Amazon.
- 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
- 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