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 leadershipA-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 Senior 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:Create consensus for the project vision both internally and with key external partners.Drive the definition, expansion, and management of a strategic roadmap involving unique & innovative customer solutions to achieve the team's strategy and vision.Lead scoping and prioritization exercise to maximize business benefits from an organization-wide view.Execute plans while working with key internal and external stakeholders (e.g. Business, Tech, and Operations counterparts across multiple organizations).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 teamCustomer 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.San Jose, CRI- 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
