Are you passionate about improving the customer experience? Do you like to dive deep to understand how customer-centric solutions drive measurable results? Does coordinating projects across teams and 20+ countries sound exciting to you? If so, the Concessions Abuse Prevention (CAP) team is looking for a Senior Program Manager to support emerging stores. CAP is a team within the broader Customer Service (CS) organization focused on minimizing the abuse of Amazon’s return policies and ensuring a great customer experience. This role will be responsible for improving the customer experience while applying high judgment to identify/verify concessions abuse in our emerging stores. You will work to improve our internal and external policies, and messaging at a global scale. You will need to develop deep understanding of existing policies and various Customer and Customer Service Associates pain points to drive change and innovative strategies that strike the right balance between mitigating risk and improving customer experiences. These decisions must align with the overall organizational mental model and goals.
In this role, you will collaborate with numerous business, product, tech, and data science teams both inside and outside of the CS organization to identify, define and specify solutions. You will build collaborative relationships with the business teams. In addition to working and building relationships with many stakeholders internally and externally, this role requires working through ambiguity, demonstrating good judgment under pressure and the ability to thrive in a fast-paced, dynamic environment.
Key job responsibilities
- Manage the direction, coordination, and implementation of CS policies across 20+ Amazon Stores
- Drive cross functional initiatives to ensure compliance with Customer service policies
- Implements modify, or develop new processes as necessary to provide the ability to reduce abuse risk, and improve the customer experience
- Deep dive on new trends and identify process improvement and new initiative opportunities
- Create policies, strategies, and processes to protect buyers and enable business growth
- Develop and maintain key relationships with internal stakeholders locally and around the world
- Partner with Legal, and PR, to review policies and processes to offer the best customer experience
- Conceptualize and launch large scale programs to resolve buyer issues. Track program progress and provide visibility to leadership
- Continuously strengthen our abuse prevention mechanisms by optimizing SOPs and supporting ongoing monitoring to respond to risk anomalies
- Think and communicate clearly – formulate a clear point of view on complicated issues and create a concise and well-written narrative explaining same
- Be a problem solver who always thinks about what to do next
- Remain flexible to changing priorities, open to new ideas and have selling partner quality as the top focus
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 managing stakeholders in cross-functional project experience
- Bachelor’s degree
- Experience working cross functionally with tech and non-tech teams
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
- Strong verbal/written communication and data presentation skills, including an ability to effectively communicate with both business and technical teams
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.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $92,500/year in our lowest geographic market up to $185,000/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. Applicants should apply via our internal or external career site.