The Customer Trust External Relations (CTXR) organization works to ensure positive public perception of Amazon's trustworthy shopping experience. We are the safest place for customers to shop online, and the customer-obsessed tools our teams build help ensure customers have a trustworthy shopping experience in our store every time with every product, whether purchased from Amazon or from the millions of sellers in our stores around the world.

We are looking for a Customer Obsessed Sr. Program leader with exceptional attention to detail and analytical skills. This role requires working closely with external relations and policy stakeholders, it requires close coordination with operations, tech, and leadership teams to deep dive gaps across both process and tech, and to scope their impact on various customer groups, projects, and programs.

The ideal candidate will be able to effectively Earn Trust, get stakeholder buy-in and drive change, identify opportunities to continuously improve program efficiency through operational optimizations and automation, and ensure compliance with escalation procedures and SLAs. A successful candidate will develop a deep understanding of our business, customers, and make data-driven conclusions. They have experience using both internal and external data sources to identify risk and quantify impact. They will be comfortable with ambiguity while working in a fast-paced dynamic environment.

Key job responsibilities
• Work with stakeholder teams to identify pain points and scope out large high impact projects and synthesizing insights for Amazon Leadership updates on a regular basis.
• Develop a deep understanding of the ins and outs of specific policies, process and technology and surface debates to leadership for decisions.
• Develop a roadmap and metrics to measure progress of the initiatives. Write reports/documents that detail progress to leadership on a frequent basis.
• Communicate data (both written and verbal) in a clear, concise, and unambiguous manner
• Use data and anecdotes to Influence critical business decisions.
• Lead the creation of internal processes, including writing and reviewing business documents and project proposals.- 5+ years of program or project management experience
- Experience using data and metrics to determine and drive improvements
- Experience owning program strategy, end to end delivery, and communicating results to senior leadership
- Bachelor's degree or equivalent
- Experience making business recommendations and influencing stakeholders
- Knowledge of Microsoft Excel (macros, pivots, lookups) at an advanced level- 2+ years of driving process improvements experience
- Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field
- Experience leading LEAN or Six Sigma process improvement programs
- Strong interpersonal, written, and oral communication skills
- Advanced financial modeling & analytical skills
- Superior attention to detail

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. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $104,100/year in our lowest geographic market up to $185,000/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.