Senior Manager - Program Management (Purchase Phase)

Sr. Mgr., Prog. Mgmt. - Purchase Store Walks, RBS

Description

Amazon.com, Inc. (NASDAQ:AMZN), a Fortune 500 company based in Seattle, opened on the World Wide Web in July 1995 and today offers Earth's Biggest Selection. Amazon.com, Inc. seeks to be Earth's most customer-centric company, where customers can find and discover anything they might want to buy online, and endeavors to offer its customers the lowest possible prices.

Amazon's Retail Business Services (RBS) team is looking for a Manager-Program Management to own and drive the Fix-Purchase program.

StoreWalks FIX is part of the StoreWalks organization, which focuses on eliminating customer experience defects across the shopping journey. The StoreWalks FIND organization, our sister team, identifies defects using AI-driven detection systems at scale. FIX owns the next step—driving resolution and prevention.

We focus on defects that appear even before customers begin their shopping journey on Amazon.com. For example, when a viral trend emerges, we ensure those products are discoverable and available to customers proactively—delighting them before they even search. Across the journey from discovery to evaluation to purchase, we address customer drop-offs and work to improve conversion and satisfaction.

This role leads the Purchase phase within StoreWalks FIX, addressing customer defects and drop-offs during the purchase stage, where a significant percentage of potential customers disengage.

This is one of three senior manager roles within StoreWalks FIX—Discovery, Evaluation, and Purchase—each owning a critical stage of the customer journey. The Purchase leader will drive measurable reduction in customer drop-offs at the Purchase phase and enable a seamless transition from Find to Fix to Eliminate.

As a Sr. Manager, you will own the strategy and expansion of the Fix-Purchase program (a high priority and complex program) across all Amazon marketplaces, driving product and business performance and efficiency.As a Senior Manager, you will partner with the StoreWalks FIND organization to understand, size, and root-cause discovery-phase defects. You will identify defect system owners and drive accountability through the StoreWalks Elimination Framework to fix or eliminate issues. You will work across product, tech, and retail teams to prioritize improvements that enhance search, filter, and refinement experiences, reducing customer drop-offs during discovery. You will lead a team of program managers, business analysts, and research analysts to accelerate defect resolution and develop mechanisms that measure and sustain long-term systemic elimination.

A successful candidate will be an exceptional strategic thinker with business and data acumen. Key skills for the role include an extraordinary ability to deal with ambiguity, analytics, network effectively and influence partner teams without authority, and a passion for developing a deep understanding of the business and programs. The role require candidates to be hands-on in solution development and deep dive.

Key job responsibilities
Partner with the StoreWalks FIND organization to understand, size, and root-cause discovery-phase defects.

Identify defect system owners and drive accountability to fix or eliminate issues using the StoreWalks Elimination Framework.

Reduce customer drop-offs during the discovery phase by improving product findability, relevance, and availability.

Collaborate across product, tech, and retail teams to prioritize fixes that improve search, filter, and refinement experiences.

Lead a team of program managers, business analysts, and research analysts to accelerate defect resolution.

Develop mechanisms to measure and improve defect fix rate, ensuring long-term systemic elimination.

Basic Qualifications

- 10+ years of program or project management experience
- Experience owning program strategy and end to end delivery
- 6+ years of team management experience
- Bachelor's degree
- Experience defining and executing program requirements

Preferred Qualifications

- Experience working with, presenting to and influencing senior executives up to VP level

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