Have you ever thought about what it takes to detect and prevent illegal and abusive purchases among hundreds of millions of e-Commerce transactions in different countries? What would you do to create a trusted marketplace where millions of buyers and sellers can safely transact online? What kinds of processes and systems would you build to maximize customer satisfaction? Amazon is seeking a Senior Manager who is passionate about inventing, growing Product Management skills,operations, has strong bias for action, and has experience leading multi-organizational projects.
The Transaction Risk Management Systems (TRMS) group designs and builds the software systems, risk models and operational processes that minimize risk and maximize trust in Amazon.com for buyers worldwide
We are seeking a Sr. Program Management to be the Global Process Owner (GPO) and lead our Charge Backs team. GPOs are the single threaded process operations leaders in TRMS, responsible for the performance of their risk program. This begins by working with business partners on strategic direction, and continues with the process build and execution within our global investigation operations teams. GPOs own the primary relationship between TRMS operations, their business stakeholders, and dependent teams (finance, technology); balancing customer experience, quality, and cost. GPOs are highly visible working daily with global operations, business and leadership teams. GPOs are responsible for goal setting, inputs into TRMS Operating Plan, and communicating KPIs to leadership, customers and stakeholders for their respective program. GPOs are considered the subject matter expert for the program globally, and are held accountable for program delivery through TRMS partner teams (WF, Capacity, KM, ID&T, Quality, PMO, Legal, FPOC, and Analytics). Additionally, GPOs provide management and mentorship for program managers within their function as necessary.
Roles and Responsibilities:
Project Management: Lead projects for cross-functional teams focused on the delivery of a new feature, service, product, or system. Gather business requirements, document functional and design specifications, identify appropriate resources needed, assemble the right project team, assign individual responsibilities, and develop the milestones and launch schedule to ensure timely and successful delivery of the project. Program Managers contribute cross-functional business and technical skills, assess and manage risks, measure and report on progress, anticipate and resolve bottlenecks, provide escalation management, anticipate and make tradeoffs, and balance the business needs with the technical constraints.
Change Management & Innovation: Develops and/or influences new ideas/approaches. Establishes procedures, plans and practices which promote the adoption of appropriate solutions and sustainability of desired results in complex operational environments. Develops strategies to enhance decision making.
Results & Accountability: Ensures that effective controls are developed and maintained across the organization. Takes corrective action, as appropriate. Strong commitment towards goals and outcomes and to ensure the completion within established timeframes. Drives and facilitates moderately complex projects; focuses on results and measuring attainment of outcomes.
Reporting: Reporting on progress of multiple projects, providing regular updates to senior management.
Drive a Zero Defect culture by managing controllable root-cause defects and ensure implementation of controls and minimize losses.
Collaboration: Partners with (advises and supports) the global process owners, Site leaders, Operation managers in identifying, defining and executing various process improvement projects
Planning: Coordinate Quality Assurance plan, baselining metrics, setting and monitoring goals.
Standard Operating Procedure (SOP) Development: Build and document the SOP specific to the investigation and quality assurance processes, and work to deploy globally.
Communication: Drive weekly meetings to review metrics including investigation quality, service level agreements, and system misses. Identify root causes and create action plans to address. Hold team members accountable for progress on key program actions.