Program Manager II, PQ and TORX

The Order Performance (OP) team manages the performance of our 2.3 million sellers and their billions of product offering with respect to the quality of fulfillment and customer service. This means setting and enforcing minimum performance standards, and ensuring all sellers have the education, coaching, and tools to succeed when selling in our stores. Our goal is to ensure that customers can shop with confidence across our entire catalog, knowing that regardless of the seller or fulfillment channel their order will be delivered in the condition expected, on-time, and in the rare instance where something goes wrong, it will be simple to get a return or exchange.

We do this by developing signals that allow us to understand the holistic performance and risk associated with every seller and every item offered for sale in Amazon's stores. We leverage those signals to make performance management decisions, boosting the discoverability of high-performing offers and filtering out the "worst of the worst" in order to protect the customer experience, while providing targeted insights and coaching to sellers so that they have the necessary information to improve performance, win sales, and scale their businesses.

A Program manager in this role will work most closely with the Tech team in developing quality measurement signals, Business Analysts in conducting appropriate data analysis and Policy teams to launch communications. In addition, you will collaborate with cross functional teams on joint goals to help improve seller performance and customer experience. You will work with our performance team to help identify new signals that will help us make holistic performance evaluations internally and deliver performance insights externally to buyers and sellers.

This is a global role that will drive critical buyer- and seller-facing work, with high visibility to senior leadership. You will have the opportunity to innovate and think big on behalf of millions of buyers and sellers on a global scale. The successful candidate will have a track record working across multiple partner and stakeholder teams to prioritize, manage expectations, and drive improvements in a timely and efficient manner.

Key job responsibilities
- Coordinate cross-team efforts in improving seller performance by building visibility to new signals and thereby improving customer experience.
- Work with Data Science and analytics teams in developing strategies to improve performance visibility while showcasing new performance insights.
- Deep diving and communicating recommendations to maximize the impact of providing buyers with trust- and confidence-building seller performance signals in a highly visible space across our stores
- Develop best practices to foster, manage, track and measure success.
- Partner with business/operations/product and program teams to consult, develop and implement KPI’s, automated reporting/process solutions and data infrastructure improvements to meet business needs.
- Actively identify and resolve issues that may impair the team’s ability to meet strategic, financial, and technical goals. Identify and implement process improvements and opportunities for innovation and simplification.

About the team
Customer Trust & Partner Support (CTPS) is responsible for creating a trustworthy shopping experience across Amazon stores worldwide by protecting customers, brands, selling partners and Amazon from fraud, counterfeit, and abuse as well as empowering, providing world‐class support, and building loyalty with Amazon’s millions of selling partners. Our unique backgrounds and perspectives strengthen our ability to achieve Amazon's mission of being Earth's most customer-centric company. Amazon’s Perfect Order Experience team, under CTPS, works to ensure that Customers can buy with confidence on Amazon. - 3+ 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
- Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL
- Experience defining program requirements and using data and metrics to determine improvements- 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

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