Program Manager (Full-time), Community Moderation

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Program Manager (Full-time), Community Moderation

Sector: Project and Program Management
Role: Manager
Contract Type: Permanent
Hours: Full Time

DESCRIPTION

At Amazon Community Moderation team, we are always exploring new opportunities to shape our global business.

Community Moderation is responsible for building customers trust to help shoppers make informed shopping decisions through Amazon's Social/Community features, including Customer Reviews, Questions and Answers, and Customer Profiles and new teams e.g. Inspire and Shop by Interest. By driving customer trust in user generated content, we increase long term customer engagement on Amazon. Upholding customer trust is challenging and impactful for Amazon.

As a Program Manager in our team, you'll be an essential part of innovating and transforming our processes. You'll be taking the lead on the design and launch of new programs for our customers. You'll also oversee programs that are already running and find ways to improve them. You will have the opportunity to leverage your technical and program management skills leading medium to large projects. You will be working closely with Operations, Engineering, Science and Business Teams. This is your opportunity to have a big impact on some of the most exciting new ideas that are shaping the future of Amazon.

The role requires customer focus, creativity, a data-first orientation and experience with performance and scale. You will have the opportunity to make a difference in a fast paced, dynamic environment where your ability to dive deep, communicate, collaborate and drive changes will be a key. You will play a very important role in ensuring a great customer experience, improving customer trust in our user generated content features, with an eye on automation to help develop scalable and robust solutions.

Key job responsibilities

1. Serve as point of contact between Operations and Moderation teams for systems improvements.
2. Work with communities and content owner teams to create new and update existing guidelines based on new project launches and quality alignment.
3. Work with client teams to gather forecasts, dive deep and understand forecast anomalies and communicate results to stakeholders.
4. Work with Communities to gather and prioritize business cases to improve manual and automated moderation.
5. Work with Product Manager to prioritize initiatives and new feature requests.
6. Safeguard Moderation performance metrics and conduct root cause analysis when missed using data sources such as QuickSights, Hubble and Heartbeat.

A day in the life
As a Program Manager, you will build collaborative relationships with partners across the company as well as external customers to manage workflows and drive improvements. This collaboration includes working with product managers and stakeholders to ensure that customer provided content adheres to our guidelines and policies and managing the operational processes used to safeguard this trust. You will define policies and procedures, and partner with Communities to make sure content adheres to our guidelines.

About the team
Our team is passionate about human motivation and behavior and uses machine learning, classification algorithms and scalable platform services to have a cross-org impact every day. We evaluate user research, customer experience knowledge, data, and cross-Amazon Moderation expertise to ensure other teams think about customer trust.

Inclusive Team Culture
Here at Amazon, we embrace our differences and are committed to furthering our culture of inclusion. We offer 13 employee-led affinity groups with 190 global chapters. Some examples include the Amazon Women in Engineering (AWE), People with Disabilities (PwD) and Mental Health and Well-Being (MHW) at Amazon. We host frequent learning experiences to ensure DEI is consistently treated as a priority. We actively recruit people from diverse backgrounds to build a supportive and inclusive workplace, and take steps to ensure employees have a sense of belonging, value, and opportunity.

BASIC QUALIFICATIONS

1. Bachelor's degree
2. Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL
3. Experience in program or project management
4. Experience working cross functionally with tech and non-tech teams
5. Experience in defining and implementing process improvement initiatives using data and metrics
6. Experience defining program requirements and using data and metrics to determine improvements

PREFERRED QUALIFICATIONS

1. Experience in driving end to end delivery, and communicating results to senior leadership
2. Experience leading process improvements
3. Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
4. Experience building processes, project management, and schedules

Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon.

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.

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