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Form of workAmazon's Trustworthy Shopping Experience (TSE) team strives to guarantee customers a trustworthy shopping and ordering experience so they can shop with confidence on Amazon. Our mission is to deliver a trustworthy experience by eliminating catalog defects, ensuring listings are compliant with our selling policies, ensuring customers receive authentic products in the condition they expect, and protecting them by making things right with our A-to-z Guarantee, in the rare chance that the expectation is not met.
We are looking for an individual with strong leadership, analytical skills, and communication skills to join the team as a Program Manager. You will influence strategy and roadmap of operational tools by playing an integral part as the voice of users. The perfect candidate will have a passion to deliver great customer experience. You have excellent problem solving skills, writing skills and a track record of on-time delivery of global projects. You will not only execute on the required skills but also be able to influence, educate, and drive results in a fast-paced, ambiguous environment. You will also think strategically and analytically about business and technical challenges and can effectively communicate recommendations to senior leadership.
Key job responsibilities
1. Requirements Gathering - Develop business requirement documents by gathering use-cases and work with engineering and science teams to build required features.
2. Project Management - Own and lead initiatives for operations productivity improvement from conception through execution. Create effective program plans, collaborate with stakeholders to define and execute program goals and maintain effective communication and engagement with stakeholders throughout the program lifecycle, identifying, assessing, and mitigating potential risks to program success.
3. Communication and Collaboration - Distill complex information into clear and concise content for stakeholder group. Collaborate with cross functional teams to ensure execution of program plan. Collaborate closely with Engineering team on release scope, considering team capacity, business roadmap, and any backlog. Streamline and communicate any interdependencies with partner teams, ensuring all components move forward cohesively. Prepare detailed release notes and identify areas needing documentation enhancements.
4. Technical acumen - Manage trade-offs and make critical tactical or strategic decisions on behalf of the end-users. Collaborate closely with Engineering team on release scope, considering team capacity, business roadmap, and any backlog.
5. Change Management - Understand change and use change management strategies and tactics to support projects. Implementing effective change management strategies to minimize disruption and ensure stakeholder buy-in, and establishing and tracking key performance indicators (KPIs) to measure program progress and success.
About the team
Shopping Experience Protection Ops (SEPO) Team works to ensure that customers can buy with confidence on Amazon. Our mission is to ensure that every Customer, Brand and Selling Partner is protected from bad actors, and their concerns are resolved real-time. Our mission is to create quick and accurate decisions that exceed the expectations of our Customers, Brands and SPs while protecting them from bad actors. We deliver at scale through technology and expert human judgement. We drive down costs by selectively and efficiently using human judgement where technology is not able to automate.
We are open to hiring candidates to work out of one of the following locations:
Dallas, TX, USA
BASIC QUALIFICATIONS
- 3+ years of program or project management 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 using data and metrics to determine and drive improvements
- Experience working cross functionally with tech and non-tech teams
- Experience identifying and resolving complex issues
PREFERRED QUALIFICATIONS
- 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
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.
