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Program Manager II, Special Projects & Investigations
Amazon
Operations
Seattle, WA, USA · Mesa, AZ, USA · United States · Arizona, USA · Seattle, WA, USA
Posted on Dec 24, 2024
DESCRIPTION
The Special Projects & Investigations team is looking for a motivated, data savvy program manager to act as a force multiplier on our team's discoveries about fraud and abuse. This position will manage a portfolio of mitigations and mechanisms aimed at making it harder for bad actors to operate on our stores as well as internal team mechanisms. You will interact with partners in product, risk, tech, and science roles in order to execute against your programs. An ideal candidate is highly flexible, a strong communicator, and demonstrates significant bias for action, and loves learning. Our team works on fraud and abuse problems spanning a wide range of problems like customer account compromise, counterfeit products from sellers, to identity fraud, external bad actor networks and more. Your portfolio of solutions will drive accountability leverage a range of tools as short and mid-term solutions while large scale, sitewide fixes are implemented.
In addition to partner teams, you will also partner closely with risk managers, technical investigators, and leaders on our team who developed the initial findings and detection signals that you reference in your mechanisms. These teammates are highly motivated, smart, invested in enabling you succeed, and leaders in our organization. Over the long term, you will have the opportunity to partner and learn from some of the best, and see firsthand how effective problem solvers operate at scale at Amazon.
The Customer Trust (CT) organization's mission is to keep Amazon stores safe and trustworthy for our buyers, brands and selling partners, by enabling our selling partners to provide great CX while ensuring bad actors are kept out of our stores. The Special Projects & Investigations (SPI) team protects Amazon’s WW stores store by creating projects and programs focused on the detection of abuse at its earliest point and identifying the root causes, vulnerabilities or exploits to systematically address to prevent future abuse. We search out highly skilled candidates who move fast, have an entrepreneurial spirit to create new solutions, a tenacity to get things done, thrive in an environment of ambiguity and change, and are capable of breaking down and solving complex problems. We value individual expression, respect different opinions, and work together to create a culture where each of us is able to contribute fully. The combination of our unique backgrounds and perspectives strengthens our ability to achieve Amazon's mission of being Earth's most customer-centric company.
Key job responsibilities
- Develop and lead execution of abuse mitigation efforts across our team's projects, coordinating with business, science, analytics and tech teams in partner organizations.
- Develop communications to accelerate decision-making, improve efficiency, and drive implementation.
- Partner with analytics team to develop monitoring and KPI's for projects.
- Define strategy and goals for each workstream and monitor progress against goals.
- Investigate and audit our mitigation workstreams for opportunities and errors.
- Find feasible options to deliver in an ambiguous environment with competing priorities between teams.
- Influence partner teams, remove roadblocks, and escalate effectively to accelerate delivery.
A day in the life
- Deep dive mitigation opportunities to learn the mechanics, partner teams, and requirements.
- Propose and gain alignment on mitigation plan with partner team stakeholders.
- Launch, monitor and communicate with stakeholders about the progress of current mitigation.
- Influence stakeholders to adopt, integrate, or fix gaps in order to allow sunsetting of existing mitigations.
- Monitor reporting of established mechanisms and evaluate for effectiveness.
- Inspect metrics and anecdotes to find false positives and false negatives, then develop improvements to address misses.
- Listen, learn, engage, communicate, execute, analyze, influence... and most of all - get things done!
About the team
Our team is comprised of practitioners of fraud and abuse, working to understand bad actor ecosystems using threat intelligence analytics and technical skills. We complement specialized industry skills with broad risk experiences gathered through years of experience to deliver results - we wear a lot of hats and take ownership of hard to solve problem areas whenever possible. We speak 12 languages, write code in 3 (mostly self-taught, on the job), and celebrate learning and taking risks. We encourage experimentation and curiosity while supporting each other to constantly learn and grow.
Our work is to solve hard puzzles and identify what hasn’t already been discovered - typically with data and always with a lot persistence and curiosity. If you like the sound of that, come join us.
BASIC QUALIFICATIONS
- 3+ years of program or project management experience
- 3+ years of defining and implementing process improvement initiatives using data and metrics experience
- Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL
- Experience using data and metrics to determine and drive improvements
- Experience working cross functionally with tech and non-tech teams
PREFERRED QUALIFICATIONS
- 3+ years of driving end to end delivery, and communicating results to senior leadership experience
- 3+ years of driving process improvements experience
- Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
- Experience building processes, project management, and schedules
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.
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.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $66,800/year in our lowest geographic market up to $142,800/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. This position will remain posted until filled. Applicants should apply via our internal or external career site.