Program Manager MENA Buyer Abuse Prevention

Amazon; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading e-commerce company in Dubai seeks a Program Manager to enhance the efficiency of its operations in the Middle East. This role demands ownership of metrics and initiatives to reduce order cancellations and delivery issues, involving collaboration across departments. The ideal candidate must possess at least 3 years of program management experience and a Bachelor's degree, complemented by strong analytical and communication skills. This opportunity presents a chance to work in a dynamic environment focused on customer satisfaction.

Qualifications

• 3 years of program or project management experience.
• 3 years of working cross-functionally with tech and non-tech teams.
• 3 years of defining and implementing process improvement initiatives using data and metrics.

Responsibilities

• Assume end-to-end ownership for metrics and program initiatives.
• Identify opportunities and define solutions for rejects CX.
• Lead new programs to reduce cost to serve for reverse leg.

Skills

Stakeholder management

Data-driven decision making

Problem solving

Communication skills

Customer obsession

Excel (Pivot Tables, VLOOKUPs)

SQL

Education

Bachelor's degree

Job description

Job Overview

Full time 12 month fixed contract. Amazon is rapidly expanding its presence in the Middle East and North Africa (MENA) region and we are looking for a Program Manager to join the MENA Returns and Business Waste. The scope is to reduce customer order cancellations, rejects and undelivered shipments through initiatives such as reducing network defects, buyer abuse, and other service-related issues. You will own Cost to Serve goals by reducing financial losses from reverse leg rejects & losses.

Key Responsibilities

• Assuming end‑to‑end ownership for metrics and program initiatives of rejects CX and associated P&L impact.
• Identifying opportunities, defining solutions, getting leadership buy‑in, and prioritizing resources for the identified programs.
• Leading new programs to reduce cost to serve for reverse leg.
• Working with multiple teams including Supply Chain, Category, Customer Service, Transportation, Finance, the FCs and Tech to run the programs.
• Designing and implementing customer‑centric solutions to reduce order cancellations and delivery exceptions.
• Delivering results by influencing other teams to change through the use of quantitative and qualitative data provided to stakeholders with often conflicting KPIs.

Key Traits

• Entrepreneurial spirit to identify and kick‑start new programs.
• Customer obsessed.
• Extensive stakeholder management and relationship building.
• Compelling written and oral communication skills.
• Enthusiastic about solving complex problems.
• Comfortable operating in a fast‑paced environment.
• A data‑based decision maker comfortable operating large & complex datasets for insight generation.
• Willingness to roll up sleeves and take care of emerging operational issues.

Qualifications

• 3 years of program or project management experience.
• 3 years of working cross‑functionally with tech and non‑tech teams.
• 3 years of defining and implementing process improvement initiatives using data and metrics.
• Bachelor’s degree.
• Advanced knowledge of Excel (Pivot Tables, VLOOKUPs) 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.
• 3 years of driving process improvements.
• Experience in stakeholder management dealing with multiple stakeholders at varied levels of the organization.
• Experience building processes, project management and schedules.

Required Experience

Manager

Additional Information

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