Program Manager, Customer Engagement, BRP

Have you ever thought about what it takes to detect and prevent fraudulent activity among hundreds of millions of eCommerce transactions across the globe? What would you do to increase trust in an online marketplace where millions of buyers and sellers transact? How would you build systems that evolve over time to proactively identify and neutralize new and growing fraud threats?
Do you enjoy working in an entrepreneurial, fast paced environment, solving complex problems and delivering innovative solutions? Do you like to innovate and simplify?

Our mission in Buyer Risk Preventions (BRP) is to make Amazon.com the safest place to transact online. BRP safeguards every financial transaction across all Amazon sites, while striving to ensure that these efforts are transparent to our legitimate customers. As such, BRP designs and builds the software systems, risk models and operational processes that minimize risk and maximize trust in Amazon.com.

This role will be focused on improving customer experience and driving Voice of the Customer (VoC) programs globally. As a Program Manager, you will be responsible for managing roadmaps for customer improvement programs/projects and mechanism for customer experience and also manage voice of the customer feedback. You will be working closely with product, program and tech teams, understanding the requirements, making appropriate tradeoffs to optimize business outcomes and Customer experience, and clearly communicating goals, roles, responsibilities, and desired outcomes to internal cross-functional teams.
You will interact with a broad cross section of the Amazon organization as you clarify ambiguous issues and negotiate effective solutions between development and business teams. You will anticipate bottlenecks and escalate issues when required in order to ensure on-time delivery.

You will be responsible for analyzing and identifying specific instances of risk, broader risk trends and points of customer friction, as well as developing scalable solutions for prevention. You will need to collaborate effectively with UX, Technology, Product and Customer Service teams within / outside BRP and global cross-functional teams to solve problems, create operational efficiencies, and deliver successfully against high organizational standards. You should be able to apply a breadth of tools, data sources, and analytical techniques to answer a wide range of high-impact business questions and proactively present new insights in concise and effective manner. In addition, you will be responsible for building a robust set of operational and business metrics and will utilize metrics to determine improvement opportunities.

You should be an effective communicator capable of independently driving issues to resolution and communicating insights to non-technical and technical audiences. This is a high impact role with goals that directly impacts the bottom line of the business.

The role requires a seasoned individual who has excellent experience as a Program Manager.

Key job responsibilities
• Create new, scalable mechanisms for process improvement leveraging GenAI and voice of the customer jointly with UX, Product teams and Business partners.
• Identify, own, and manage high complexity cross-departmental initiatives and projects.
• Identify and lead continuous improvement initiatives jointly with product teams to improve customer experience.
• Partner with Product and Technology teams to define & scope customer facing product development requirements.
• Turn manual effort into effective mechanisms capable of capturing insights and explore automated insights generations / pattern identification leveraging ML, external tools, etc.
• Focus on creating scalable, innovative solutions for current or new opportunities found through listening to customer feedback.
• Ability to overcome obstacles and influence stakeholders to design and implement solutions to improve customer experience.
• Ability to recognize trends or patterns through customer contacts, anecdotes and data to proactively engage stakeholders for improvements.
• Effectively create and communicate change management updates to senior stakeholders.
• Achieve established targets and goals for service level agreements, quality expectations and project deliverables.

About the team
Buyer Risk Prevention (BRP) Customer Engagement (CE) team works collaboratively across Payment Risk (PR), Account Integrity (AIT) and Buyer Abuse Prevention (BAP) to deliver seamless customer experiences (CX) while maintaining robust account safety measures. We focus on four strategic pillars: enforcement experience, resolution experience, egregious experience, automation and VoC driven experimentation. The primary goal aims to eliminate negative experiences, reduce friction, and enhance overall customer satisfaction while it maintains effective risk controls. This approach aligns with Amazon's vision to be Earth's most customer-centric company as it measures, analyzes, and improves customer experiences in the context of necessary risk prevention measures.

Basic Qualifications

- 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
- Bachelor's degree
- Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL
- Experience defining program requirements and using data and metrics to determine improvements

Preferred Qualifications

- 4+ years of driving end to end delivery, and communicating results to senior leadership experience
- 4+ years of driving process improvements experience
- Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
- Experience implementing repeatable processes and driving automation or standardization

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.