Sr. Program Manager, Reported Abuse SX

October 28, 2024

Description

Amazon has built a reputation for excellence, and is considered one of the most trusted companies on the planet. To deliver on that reputation, We build and deliver services for Buyers, Sellers, Vendors and other customers to ensure that Amazon is a safe and trustworthy place to shop and an amazing place to build a successful business selling products.

We’re looking for a Sr. Program Manager to help us lead our efforts to improve the seller experience by providing selling partners path to contest abuse reports and mitigate abuse. As Amazon has grown, it has become an attractive target for malicious actors that attempt to game our systems and processes. These malicious actors continue to look for gaps in our systems which they try to take advantage of. This leader will predict and identify risks, help define initiatives to resolve those risks, and will lead our teams in building mechanisms and services that get us one step ahead of malicious actors.

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We are looking for a motivated self-starter who are passionate about helping us ensure that customers can make great purchase decisions. We expect this leader to achieve this by successfully building relationships with internal and external teams. In addition, we expect this leader to be flexible, capable of dealing with ambiguity, all while demonstrating strong analytical skills. The work atmosphere requires innovation and strategic thinking. We expect this leader to be willing to take calculated risks, driving the right initiatives without fear of failure.

This is a global role that will include interaction with global teams and requiring a strong ability to communicate effectively with various business teams. This role requires strong writing skills related to establishing standard operating procedures and workflows.

Join us to lead our abuse management programs, protecting Amazon and its customers.

Key job responsibilities

Responsible for ownership in executing large scale process improvement opportunities within new business launches and existing processes and controls, including defining scope, goals and deliverables in collaboration with senior leadership and stakeholders
Collaborate closely with product, science, engineering, and operations teams to develop and implement solutions that address root cause issues and mitigate abuse.
Utilize standard analytical tools to analyze business metrics for optimization and synthesize derive actionable recommendations to meet business objectives
Develop actionable plans based on identified gaps, determine the scope of impact, identify relevant stakeholders, set deadlines, and manage dependencies.
Oversee the implementation of strategic projects related to reported abuse seller experience, and devise effective strategies.
Effectively partner with leadership and cross-functional teams to support informed decision-making.
Prioritize and manage a portfolio of projects and initiatives, considering trade-offs and optimizing for an optimal customer and seller experience.

A day in the life

As a Sr. Program Manager, your day revolves around analyzing data, uncovering trends, collaborating cross-functionally, and driving strategic solutions to advance SX while ensuring processes are not misused by malicious actors. You monitor key risk signals, engage stakeholders, refine detection models, update policies, mentor team members, and provide clear communication to leadership.

About The Team

Here at Selling Partner Services, we embrace our differences. We are committed to furthering our culture of inclusion. We have 14 employee-led affinity groups, reaching 10,000+ employees in chapters globally. We have innovative benefit offerings, and we host annual and ongoing learning experiences, including our DEI Ambassador Program. Amazon’s culture of inclusion is reinforced within our 16 Leadership Principles, which remind team members to seek diverse perspectives, learn and be curious, and earn trust.

Basic Qualifications

5+ years of program or project management experience
Experience using data and metrics to determine and drive improvements
Experience owning program strategy, end to end delivery, and communicating results to senior leadership
2+ years of data analysis experience
2+ years of working cross functionally with tech and non-tech teams experience
2+ years of defining and executing against program timeline & requirements experience

Preferred Qualifications

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
2+ years of regulatory and risk management experience