Sr Program Manager, Trustworthy Shopping Experience, Perfect Order Experience - EU

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Sr Program Manager, Trustworthy Shopping Experience, Perfect Order Experience - EU

Role is open in Luxembourg, Milan and Munich.

DESCRIPTION

A-to-Z Guarantee is Amazon's way of protecting customers from a negative order experience with a third-party seller. We focus on helping Customers easily report a problem when something goes wrong, Sellers to effectively resolve these problems for our customers, and Amazon systems & associates to efficiently adjudicate decisions where we need to step in!

Our team is constantly innovating on behalf of customers to solve business problems. We are looking for a Sr. Program Manager to help us drive improvements in our A-to-Z Guarantee space.

Key job responsibilities

1. Manage and ensure timely delivery of projects related to deployment of new tools or programs, such as seller dashboard and seller assistant chat bot.
2. Provide store-level expertise and guidance throughout the product lifecycle to ensure successful A-to-Z Guarantee program launches across new regions.
3. Leverage store-level expertise ensure that nuances are considered for all A-to-Z Guarantee initiatives in the region.
4. 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.
5. Provide guidance to ensure that programs are launched to best support Amazon's selling partners and customers experience.
6. Actively identify and implement process improvements and opportunities for innovation and simplification to meet team's strategic, financial, and technical goals.
7. Champion and develop best practices to foster, manage, track and measure success for new A-to-Z Guarantee program and technology implementation.

1. Working with global teams
2. Advocating for regional nuances
3. Balancing Customer Experience and Seller Experience
4. Introducing data driven new processes, simplifying based on insights

Selling Partner Services (SPS) 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. We value individual expression, respect different opinions, and work together to create a culture where each of us is able to contribute fully. Our unique backgrounds and perspectives strengthen our ability to achieve Amazon's mission of being Earth's most customer-centric company. Amazon's Trustworthy Shopping Experience team, under SPS, works to ensure that Customers can buy with confidence on Amazon.

• Knowledge of Microsoft Office products and applications at an advanced level
• Experience in compliance, audit or risk management
• Bachelor's degree or equivalent

• Project Management Professional (PMP) or equivalent certification
• Experience leveraging technology and implementing lean principles / Six Sigma methodologies to drive process improvements or equivalent
• Master's degree or equivalent

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. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. 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.