Description

　　Are you passionate about improving the customer experience? Do you like to dive deep to understand how customer-centric solutions drive measurable results? Does coordinating projects across teams and countries sound exciting to you?

　　If so, the Concessions Abuse Prevention (CAP) is looking for you! CAP is a team within the broader Customer Service (CS) organization focused on minimizing the abuse of Amazon’s return policies and ensuring a great customer experience. The team is seeking a Program Manager to be responsible for improving the customer experience while using high judgment to identify/verify concessions abuse. You will work to improve our internal and external policies, and messaging at a global scale. You will need to develop a deep understanding of existing policies and various customer and Customer Service Associates (CSAs) pain points to drive change and innovative strategies that strike the right balance between mitigating risk and improving customer experiences. These decisions must align with the overall organizational mental model and goals.

　　In this role, you will collaborate with numerous business, product, tech, and data science teams both inside and outside Shipping and Delivery Support to identify, define and specify solutions. You will build collaborative relationships with the business teams. In addition to working with many stakeholders internally and externally, this role requires working through ambiguity, demonstrating good judgment under pressure and the ability to thrive in a fast-paced, dynamic environment.

　　Key job responsibilities

　　Have a passion to optimize and solve for the ideal customer experience

　　Have a passion for continuously improving customer (internal and external) and the employee experience

　　Manages the direction, coordination, and implementation of abuse prevention policies.

　　Drives cross functional initiatives to ensure compliance with customer service policies.

　　Implements, modifies, or develops new processes as necessary to provide the ability to reduce abuse risk, and improve the customer experience.

　　Deep dives on new trends and identifies process improvement and new initiative opportunities

　　Create policies, strategies, and processes to protect buyers and enable business growth

　　Develop and maintain key relationships with internal stakeholders locally and around the world

　　Partner with Legal, and PR, to review policies and processes to offer the best customer experience.

　　Conceptualize and launch large scale programs to resolve buyer issues. Track program progress and provide visibility to leadership

　　Continuously strengthen our abuse prevention mechanisms by optimizing SOPs and supporting ongoing monitoring to respond to risk anomalies.

　　Think and communicate clearly – formulate a clear point of view on complicated issues and create a concise and well-written narrative to express it.

　　Be a problem solver who always thinks about what to do next

　　Remain flexible to changing priorities, open to new ideas and have selling partner quality as the top focus

　　We are open to hiring candidates to work out of one of the following locations:

　　Seattle, WA, USA

　　Basic Qualifications

　　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

　　Preferred Qualifications

　　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

　　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 $92,500/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. Applicants should apply via our internal or external career site.