Program Manager , Buyer Risk Preventions (BRP)

Program Manager , Buyer Risk Preventions (BRP)

Description

Have you ever thought about what it takes to detect and prevent fraudulent 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 and proactively identify and neutralize new and growing fraud threats?? Amazon is seeking a Program Manager who has bias for action, ability to dive deep, and has experience leading multi-organizational initiatives for our global risk team.
Our mission in Buyer Risk Preventions (BRP) is to make Amazon 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.


Key job 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.
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. 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, KPIs for Amazon Business, and providing regular updates to senior management.
Collaboration: Partners with (advises and supports) the global process owners, Site leaders, Operation managers in identifying, defining and executing various process improvement projects.
Document Writing: Ability to edit and write documents to be viewed at the executive level.

Note: This role is pivotal for Customer Experience. Any prior relevant experience will be added bonus.


A day in the life
We have a world-wide team solving problems collaboratively as well as independently. Each day you will be in charge of your own priority level (what ever is the most impactful for our customers), based on what your team is investigating at the time, or initiatives to develop and/or implement to improve our Program.

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.
The program team aims to improve customer experience through planned initiatives to drive contact transfer accuracy between CS and BRP teams.

Basic Qualifications

- 4+ 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

- 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

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.