Community Trust is responsible for building customer trust and reducing abuse on Amazon’s Social/Community features, including Customer Reviews, Questions and Answers, Lists, and Customer Profiles. By driving customer trust in user generated content, we increase long term customer engagement on Amazon. Upholding customer trust is challenging and impactful for Amazon. Our team is passionate about human motivation and behavior and uses machine learning, classification algorithms and scalable platform services to have a cross-org impact every day. We are inherently scrappy and innovative, experimenting with data about millions of contributions worldwide to identify new genuine and malicious content and contribution patterns. We evaluate user research, customer experience knowledge, data, and cross-Amazon abuse expertise to ensure other teams think about how customer trust.
In this position you will build collaborative relationships with partners across the company who use our platform to safeguard customer trust in customer generated content. This collaboration includes working with product managers and stakeholders to ensure that customer provided content adheres to our guidelines and policies and managing the operational processes used to safeguard this trust. You will be defining policies and procedures as well are partner with investigators to make sure content adheres to our guidelines.
The role requires customer focus, creativity, a data-first orientation and experience with performance and scale. You will have the opportunity to make a difference in a fast paced, dynamic environment where your ability to deep dive, communicate, collaborate and drive changes will be a key. You will play a very important role in ensuring a great customer experience improving customer trust in our user generated content features with an eye on automation to help developing scalable and robust solutions.
Key Responsibilities Include: · Define new processes and procedures for onboarding new feature teams to the Community Trust services. · Support worldwide product feature launches by partnering with product management on the processes to ensure guidelines and policies are followed. · Define new policies and procedures for new features in order to safeguard customer trust. · Develop operational plans to support manual moderation efforts and manual investigation procedures. · Work with a technical team to automate these solutions by providing them business and technical requirements. · Provide inputs to streamline business processes based on deep dives and investigations done over the period of time. · Design standard operation procedures, communication templates and drive process improvements with operational and tech team.
Bachelor's Degree or equivalent experience.
7 years of relevant work experience in Program management, process improvement and/or digital/high-technology companies/products.
Proven ability to meet tight deadlines, multi-task, and prioritize workload.
Ability to work in cross-functional teams, communicate with colleagues in both business and technical roles and develop process that drives scale.
Experience in EXCEL, SQL.
Adept at working with different systems and making recommendations on improvements for both systems and processes.
Ability to handle the day-to-day management of tasks, prioritization and resolution of problems and issues and experience in implementing action plans to meet objectives.
Excellent communication and presentation skills and the ability to express thoughts logically and succinctly.
Self-starter and possesses flexibility to work in a fast-changing environment and ambiguous situations.
Experience with agile or other program management methodologies
Ability to succeed amidst ambiguity
Leveraging technology to invent, improve, and scale.