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Description

Job summary
Amazon's Trustworthy Shopping Experience Protection Operations (TSE) team works to ensure that customers can buy with confidence on Amazon.com. We design and implement policies, tools and technology innovations to protect the buying experience on Amazon while minimizing friction for sellers. We are looking for a Program Manager with a passion for people, process and technology to lead initiatives that will transform operations.

You will be responsible for driving process improvement, waste elimination and program/product/regional engagement. You will drive a culture of self-inspection and continuous improvement where acting on fact and eliminating defects and waste is the norm. You will apply a mix of quantitative and leadership skills to identify areas of improvement and prioritize resources. You will lead, build rapport, and mentor process improvement teams consisting of members of all levels and functions, without formal reporting relationships.

Key job responsibilities
1. Lead and drive process improvements (short-term wins) as well as process design / redesign (long-term wins) efforts.
2. Own end to end process transformation in Operations initiative. Continuously identify new opportunities which can be scaled across TSE functions
3. Own improvement of cost efficiency initiatives by collaborating with operations, program, product and policy.
4. Collaborate with the Tools team to implement Human In The Loop Initiative for TSE.
5. Design and develop new metrics that reflect Ops efficiency and effectiveness.
6. Performs quantitative analysis of key process indicators to identify opportunities for process improvement.
7. Drive process standardization across the operations network for TSE.
8. Develop mechanisms to surface known best practices across the TSE Ops network.
9. Collaborate with and influence the engineering, product management, operations and executive teams on individual projects, features and launches to track progress, milestones, issues and risks.



Key job responsibilities
1. Develop and drive initiatives to achieve director-level goals, including improving FCR, reducing TTR, and decreasing Repeat Contact Volume
2. Lead comprehensive Root Cause Analysis to identify systemic issues, architect solutions across policy, tools, and processes, and implement changes to significantly improve seller experience.
3. Own the full implementation cycle, coordinating with Product and Program teams to ensure timely delivery of solutions and manage dependencies across multiple stakeholders.