About the position
Amazon's Perfect Order Experience team works to ensure that customers can buy with confidence on Amazon.com. We design and implement policies, tools and technology innovations to protect the buying experience on Amazon while minimizing friction for sellers. We are looking for a Sr. Risk Manager with a passion for data and delivering results to discover and solve negative customer experiences. You will enjoy working with one of the richest data sets in the world, uncovering customer issues and developing innovative solutions while working across various teams within Amazon. You will possess the ability to see your insights drive the creation of real tools and features for our customers and thousands of merchants participating in our Marketplace on a regular basis. The ideal candidate will be an innovative leader who obsesses over customers and empathizes with their pain of receiving sub-optimal products. They will be energized by working with cross-functional teams and has a proven track record of succeeding in ambiguous situations. They will be comfortable with visualizing data and conceptualizing programs with a sharp focus on business outcomes. They will use data to guide decisions and prioritization, and will deliver results that help customers and sellers. They will have track record of working across policy, legal, product, engineering, data science and operations teams to deliver successful program launches.
Responsibilities
- Understand Customer concerns and develop a good understanding of returns due to issues related to product quality.
- Define roadmaps to achieve business goals, which includes solving for key drivers of Customer issues and designing solutions that eliminate issues.
- Design, develop, and deploy programs in partnership with product, engineering, policy and science teams.
- Work with business stakeholders and tech teams to define needs, build solutions, and measure results.
- Clarify and drive short-term and long-term project priorities and commitments, as well as establish and maintain clear chains of project and program management and accountability.
- Lead and manage day-to-day program requirements with operations teams and program and product managers.
- Plan and conduct product/business reviews and reporting, including program flashes, budgeting, ops optimization.
- Report on key metrics and performance indicators to measure overall program and product performance and provide foundation for continuous improvement.
Requirements
- 6+ years of experience in program management that includes building and launching technology-based products.
- Excellent written and verbal communication skills with the ability to present complex information in a clear and concise manner to a variety of audiences.
- Skilled in building relationships with stakeholders.
- Experience in a fast-paced dynamic sometimes ambiguous environment.
- Strong organizational and multitasking skills with ability to balance competing priorities.
- Demonstrated superior analytical and problem-solving skills.
- Demonstrated use of qualitative and quantitative customer feedback to drive successful product strategies and outcomes.
Nice-to-haves
- Masters degree, MBA, strategy consulting or other general management experience.
- Experience with Machine Learning models.
- Experience contributing to engineering discussions around technology decisions and strategy related to a product.
- Experience leveraging technology and implementing lean principles / Six Sigma methodologies to drive process improvements or equivalent.
- Master's degree or equivalent.
- Project Management Professional (PMP) or equivalent certification.
Benefits
- Equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package.
- Full range of medical, financial, and/or other benefits.
