Description

Guaranteed Remediation Experience (GRX) provides Amazon’s primary mechanism for protecting customers when they encounter a negative order experience. 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! Because of the customer experience & financial impact of this product, as well as the opportunities to test integration points upstream, parallel, and downstream – this is an exciting opportunity for a Principal Program Manager to enter the team, think big, simplify & reinvent, and help set the future vision for the program!

This individual will own all customer & seller experience improvements and Goals for the program, which include: Reducing time to resolve a claim, reducing concessions cost, driving insurance adoption and reducing cost to serve. The PM will also be responsible for expanding the program to rest of the world. In order to successfully achieve these goals, the individual must exhibit ownership, end to end – from the strategy, to influencing marketplace & legal/policy leaders & stakeholders, to the customization & execution required to successfully extend functionality & coverage to our customers and sellers for these new issue types. They are expected to operate in an environment where the program strategy is not well defined. For instance, making or informing decisions around the prioritization of functionality to improve experience versus expanding coverage to additional marketplaces to maximize customer and seller benefit. To deliver on these goals, they must monitor, advise, and execute across multiple VP organizations of varying areas of expertise (e.g., Legal, Finance, PR, Risk, Insurance, Seller Verification, etc.), effectively managing prioritization & escalations, to bring the product to market.

Key job responsibilities

Develop and implement a strategic roadmap that encompasses unique and innovative solutions to enhance customer and seller experiences, aligning with the team's goals and vision.

Work closely with key stakeholders across insurance, Risk, operations, policy, legal, customer support, and seller support to execute plans, develop best practices, and foster, manage, track, and measure success.

Partner with cross-functional teams to consult, develop, and implement KPIs, automation, and process improvements that enhance the overall customer and seller experience.

Own the overall strategy of the program, successfully manage all stages from concept to delivery, and influence team priorities and business strategy through data-driven contributions.

Regularly communicate project status and conduct program reviews with stakeholders, including directors and VPs.

Assume end-to-end ownership of customer and seller experience improvements and goals.

Expand the program to global marketplaces demonstrating strategic decision-making and effective stakeholder management in a complex, ambiguous environment.

Design and implement a playbook to scale the program expansion to the remaining global marketplaces in the coming years.

A day in the life

Here at Selling Partner Services, we embrace our differences. We are committed to furthering our culture of inclusion. We have 14 employee-led affinity groups, reaching 10,000+ employees in chapters globally. We have innovative benefit offerings, and we host annual and ongoing learning experiences, including our DEI Ambassador Program. Amazon’s culture of inclusion is reinforced within our 16 Leadership Principles, which remind team members to seek diverse perspectives, learn and be curious, and earn trust.

About the team

Our team puts a high value on work-life balance. It isn’t about how many hours you spend at home or at work; it’s about the flow you establish that brings energy to both parts of your life. We believe striking the right balance between your personal and professional life is critical to life-long happiness and fulfillment. Our team is dedicated to supporting new members. We have a broad mix of experience levels and tenures, and we’re building an environment that celebrates knowledge sharing and mentorship. We care about your career growth and strive to help each team member develop into a better-rounded professional.

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

• Knowledge of Excel at an intermediate level (e.g., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, etc.)

Preferred Qualifications

• 2+ years of driving process improvements experience

• Experience managing insurance-related products or services.

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 $104,100/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. This position will remain posted until filled. Applicants should apply via our internal or external career site.