- 10+ years of operational and/or retail management experience - 6+ years of team management experience - Experience using data to influence business decisions - Experience across the domain of risk management & fraud Manages a team of managers and overseeing a team size of ~ 200 employees. Analyzes the key levers of the business to identify claim and bad debt trends and proactively take action to eliminate root cause seller/buyer performance defect and maintain trust in transaction on Amazon platforms. Leverages Amazon industry-leading infrastructure, and develop new points of control to block fraud with minimal disruption of good selling activity. Accountable for independent discretion based decisions, involving trade-offs with significant bottom-line impact. Sets goals and is responsible for improvements in specific metrics for fraud prevention, user experience, and increased perception of safety and trust for the Amazon. Accountable for Managing Business level escalations - with Customer interaction and reporting to Senior level Leadership in Amazon. Basic Operations: The candidate needs to be able to drive results as in a production environment. Will be answerable to teams across sites and must lead his team and stakeholders towards meeting the operational metrics of quality, productivity and service levels along with key business goals. Will be responsible for setting the goals and vision for the function(s) operating under the candidate. Should be able to head projects with various stakeholders that influence not only his team but the larger POE group as well. Accountable for driving the Product Quality Ops strategy across Amazon at different forums. People management: The Operations Manager would be responsible in creating mechanisms for employee growth and development throughout the organization. This would mean enabling the next level managers in creating succession plans and talent development. Will be an integral part of hiring people for the team, and other global functions within Amazon. Will represent the team, including all managers in the appraisal process within Amazon. Will manage the organization structure for his entire team, so that it can deliver as per scale and future growth. Process Improvements: As an Operations Manager, the candidate would need to drive innovation within the team, such that operational inefficiencies to be removed and existing procedures/SOPs to be enhanced. Should be able to identify and lead projects across various teams, develop new metrics and drive creation of new tools for the same. Networking: As an Operations Manager, there would be multiple internal and external stakeholders to interact with. The incumbent will have to drive common goals across various teams and set up effective communication across those teams. This result in organizational goal of POE Operations be driven through those teams as well. Responsibilities include: · Manage a team of managers and an overall operations team of between 200 and 250 employees. · Ensure high quality and high volume productivity within the jobholder’s organizational units. · Play a critical role in building management depth by providing guidance and mentorship to all levels of leadership within your organizational units, as well as serving as a role model. · Develop employees and their skill sets to expand the team capabilities and provide growth opportunities for future Amazon.com leaders including application of succession planning at all levels across all teams. · Manage and execute for defined metrics and quality, maintain clear metrics on our investigation handling volumes, performance, and decision quality. · Achieve operational excellence and drive process improvement in our service level agreements (SLAs) for all processing activities. · Analyze the key levers of the business to identify bad debt trends and proactively take action to eliminate root cause defects. · The manager's success will be measured by their ability to drive operational efficiencies across all processing areas whilst improving internal and external customer experience. · Keys to success in this role include exceptional leadership, analytical, managerial, interpersonal, and project management skills. This role blends operations, product management, customer service, global strategy, finance, and usability. A day in the life About the hiring group Job responsibilities 3+ years of managing medium to large size cross functional teams experience Knowledge of and proficiency in Excel and SQL Experience with Lean or Six Sigma analytical techniques 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. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

- 2+ years of data scientist experience - 3+ years of data querying languages (e.g. SQL), scripting languages (e.g. Python) or statistical/mathematical software (e.g. R, SAS, Matlab, etc.) experience - 3+ years of machine learning/statistical modeling data analysis tools and techniques, and parameters that affect their performance experience - Experience applying theoretical models in an applied environment Amazon.com’s Buyer Risk Prevention (BRP) mission is to make Amazon the safest and most trusted place worldwide to transact online. Amazon runs one of the most dynamic e-commerce marketplaces in the world, with nearly 2 million sellers worldwide selling hundreds of millions of items in ten countries. BRP safeguards every financial transaction across all Amazon sites. As such, BRP designs and builds the software systems, risk models, and operational processes that minimize risk and maximize trust in Amazon.com. The BRP organization is looking for a data scientist for its Risk Mining Analytics (RMA) team, whose mission is to combine advanced analytics with investigator insight to detect negative customer experiences, improve system effectiveness, and prevent bad debt across Amazon. As a data scientist in risk mining, you will be responsible for modeling complex problems, discovering insights, and building risk algorithms that identify opportunities through statistical models, machine learning, and visualization techniques to improve operational efficiency and reduce bad debt. You will need to collaborate effectively with business and product leaders within BRP and cross-functional teams to build scalable solutions against high organizational standards. The candidate should be able to apply a breadth of tools, data sources, and data science techniques to answer a wide range of high-impact business questions and proactively present new insights in a concise and effective manner. The candidate should be an effective communicator capable of independently driving issues to resolution and communicating insights to non-technical audiences. This is a high-impact role with goals that directly impact the bottom line of the business. Key job responsibilities Analyze terabytes of data to define and deliver on complex analytical deep dives to unlock insights and build scalable solutions through Data Science to ensure security of Amazon’s platform and transactions Build Machine Learning and/or statistical models that evaluate the transaction legitimacy and track impact over time Ensure data quality throughout all stages of acquisition and processing, including data sourcing/collection, ground truth generation, normalization, transformation, and cross-lingual alignment/mapping Define and conduct experiments to validate/reject hypotheses, and communicate insights and recommendations to Product and Tech teams Develop efficient data querying infrastructure for both offline and online use cases Collaborate with cross-functional teams from multidisciplinary science, engineering and business backgrounds to enhance current automation processes Learn and understand a broad range of Amazon’s data resources and know when, how, and which to use and which not to use. Maintain technical document and communicate results to diverse audiences with effective writing, visualizations, and presentations Experience in a ML or data scientist role with a large technology company 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. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

- 2+ years of data scientist experience - 3+ years of data querying languages (e.g. SQL), scripting languages (e.g. Python) or statistical/mathematical software (e.g. R, SAS, Matlab, etc.) experience - 3+ years of machine learning/statistical modeling data analysis tools and techniques, and parameters that affect their performance experience - Experience applying theoretical models in an applied environment Amazon.com’s Buyer Risk Prevention (BRP) mission is to make Amazon the safest and most trusted place worldwide to transact online. Amazon runs one of the most dynamic e-commerce marketplaces in the world, with nearly 2 million sellers worldwide selling hundreds of millions of items in ten countries. BRP safeguards every financial transaction across all Amazon sites. As such, BRP designs and builds the software systems, risk models, and operational processes that minimize risk and maximize trust in Amazon.com. The BRP organization is looking for a data scientist for its Risk Mining Analytics (RMA) team, whose mission is to combine advanced analytics with investigator insight to detect negative customer experiences, improve system effectiveness, and prevent bad debt across Amazon. As a data scientist in risk mining, you will be responsible for modeling complex problems, discovering insights, and building risk algorithms that identify opportunities through statistical models, machine learning, and visualization techniques to improve operational efficiency and reduce bad debt. You will need to collaborate effectively with business and product leaders within BRP and cross-functional teams to build scalable solutions against high organizational standards. The candidate should be able to apply a breadth of tools, data sources, and data science techniques to answer a wide range of high-impact business questions and proactively present new insights in a concise and effective manner. The candidate should be an effective communicator capable of independently driving issues to resolution and communicating insights to non-technical audiences. This is a high-impact role with goals that directly impact the bottom line of the business. Key job responsibilities Analyze terabytes of data to define and deliver on complex analytical deep dives to unlock insights and build scalable solutions through Data Science to ensure security of Amazon’s platform and transactions Build Machine Learning and/or statistical models that evaluate the transaction legitimacy and track impact over time Ensure data quality throughout all stages of acquisition and processing, including data sourcing/collection, ground truth generation, normalization, transformation, and cross-lingual alignment/mapping Define and conduct experiments to validate/reject hypotheses, and communicate insights and recommendations to Product and Tech teams Develop efficient data querying infrastructure for both offline and online use cases Collaborate with cross-functional teams from multidisciplinary science, engineering and business backgrounds to enhance current automation processes Learn and understand a broad range of Amazon’s data resources and know when, how, and which to use and which not to use. Maintain technical document and communicate results to diverse audiences with effective writing, visualizations, and presentations Experience in a ML or data scientist role with a large technology company 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. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

- 2+ years of program or project management experience - Bachelor's degree or equivalent Global Process Owners (GPO) will have cross functional responsibilities and will be passionate about the selling partner experience, innovation, and cross-team partnerships to deliver business impact. The position involves regular interactions with the senior management on status, risks and is a key contributor to weekly Selling Partner (SP) Support mechanisms which aim to provide the perfect SP experience as Amazon launches initiatives or initiates changes, makes improvements across tools, adds new features, or creates/updates policies or programs. The GPO will own a portfolio of business teams and play an integral role in the defect elimination and change management process and needs to interact and influence stakeholders in Finance, Product/Process Teams, Operations, and Analytics. Key job responsibilities Key job responsibilities • Interfacing between Amazon business teams and Selling Support Operations to facilitate changes. • Collaborating with operational, training, product, and software development teams to identify, define and specify solutions that create the conditions for Selling Partner and Associate success and satisfaction. • Establish collaborative relationships with business teams to build roadmaps that will identify and reduce contacts (both incoming and productivity efforts) and reduce effort and/or improve SP experience. • Problem-solving, strategic to real-time, requiring extensive use of data collection and analysis, and preparing and executing regular program updates to senior management. • Being a visible and vocal role model across the wider business for Amazon’s customer-centric culture, championing Selling Partner needs and using data and technology to anticipate and exceed them. Knowledge of Lean principles and DMAIC methodology Experience in MS Access and SQL Experience in requirement gathering and ability to write clear and detailed requirement document 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. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

- 1+ years of operational and/or retail management experience - 1+ years of team management experience - Ability to function in an ambiguous, fast paced work environment Managers - Investigations set the vision, direction, and culture of their teams by managing individual and team performance expectations and goals, providing individual coaching feedback sessions and weekly one-on-ones that focus on making our platforms safer to transact, improving customer satisfaction, monitoring real time service levels and schedule adherence, and serving as leaders and point of contact for escalated contact resolution of a supervisory nature. In charge of managing a team of Investigation specialists who investigate transactions on Amazon platforms and take appropriate actions based on processes, tools and high-judgment decisions. Provide leadership and administrative support to their team and manage them to achieve and constantly improve service levels based on forecast and capacity, minimize the impact of bad debt by achieving targets, achieve process improvement, ensure road mapped project execution (and identify new ones), and focus on the people development of their team. In addition to being responsible for achieving and exceeding team’s defined metrics through sustainable change or process improvement. She / he will be expected to participate in strategic planning, project road mapping activities of the team. Identify trends in team performance and recommends/ implements change to constantly raise the Performance levels in the team. Expected to participate in projects that involve one (or more) teams within the Organization and that address issues outside the normal areas of responsibility or expertise required by their process. Key job responsibilities The Key to success in this role is the ability to understand the Transaction Management group’s vision and make independent decisions with sound judgment to manage their teams to attain that vision. The incumbent is required to demonstrate performance in the following areas: Metrics - by consistently leading their team to meet and exceed service levels and targets in reducing bad debt for their Company and maintain the performance and metrics of all team members, and hence the team at expected levels. Process Improvement - by delivering significant Business impacts and/ or contributions to their company through improvement to quality, productivity, or customer experience. Work with peer technical teams in Amazon to articulate and prioritize feature needs for investigation tool sets. Consistently demonstrate timely delivery of projects on roadmap to support the team and department vision. People Development - by developing the Performance levels, career and skills of their Investigator teams through continuous closure of performance feedback loops. Possess ability to recruit excellent team members into their team and Amazon. Business Exposure - by using their exposure to team’s technical or business areas, their understanding of Amazon’s marketplace, trends and fraud issues impacting the retail industry, to share ideas with Management that positively influence the vision for the Selling Partner Risk Operations group. Judgment and Discretion: The incumbent has direct responsibility over multiple functions and processes in the Selling Partner Risk Operation. The individual consistently exercises discretion in tactical and strategic decision making/problem solving and routinely reports to management chain as required. The individual takes decisions that are documented, and involve partnering with other internal stakeholder/teams as appropriate and required when making decisions that have wider impact. Experience with six sigma tools and Lean techniques - - MBA in relevant field of Operations 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. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

•Bachelor’s Degree and 3+ years of operations experience in a customer service environment; with success driving issue resolution, managing projects, and the ability to influence without direct authority •Strong knowledge of regulatory requirements and industry best practices •Ability to work independently, think critically and collaborate with cross-functional teams •Proven ability to dig into the details of a system or process to solve customer problems •A history of teamwork and willingness to roll up one's sleeves to get the job done. •Strong interpersonal and communication skills, while working with varying audiences (for example, customers, support, technical engineers, developers, and executive level management) including the ability to lead difficult conversations •Can adapt well to changing circumstances, direction, and strategy •Ability to work flexible shifts including night shifts/weekends Amazon’s Offensive Content and Privacy (OCP) team’s vision is to protect our customers by identifying potential offensive content and privacy issues in Amazon’s digital and device ecosystem. The OCP team is looking for an experienced Program Specialist who is passionate about delivering exceptional customer experiences, both proactively and reactively, to prevent and/or recover a suboptimal experience. On a regular basis, you’ll collaborate with our Legal, Public Relations, Content, and Business teams for input solving customer issues both in direct customer interactions and continuous improvement projects. You will also be involved in sensitive and confidential Alexa cases. A successful candidate will be comfortable working on flexible processes with ambiguity in a fast paced environment. You will have experience managing challenging projects across various stakeholders to completion, including problem definition and solution ideation. This role requires a strong understanding of regulatory requirements, different needs of customers, excellent communication skills, and the ability to work collaboratively across departments including multiple business and tech teams. Key job responsibilities • Efficiently manage incoming cases or service requests from internal or external stakeholders • Participate in the assessment and triage of privacy-related incidents and concerns on a global scale • Prioritize and categorize cases based on urgency and impact, adhering to established protocols and SLAs • Use specialized tooling to review, assess, and flag content for policy violations to mitigate further exposure • Use specific tooling to craft and implement business rules to prevent identified policy violating content • Continually examining data to identify trends, improvement opportunities and Capture the lessons learnt • Coordinate with stakeholders to assign tasks and ensure timely completion of checklist items • Monitor progress on checklists and escalate issues as needed to ensure compliance deadlines are met • Collaborate with cross-functional teams, including engineering, legal, and compliance, to resolve complex issues and ensure compliance with privacy and content standards. About the team Amazon’s Offensive Content and Privacy (OCP) team’s vision is to protect our customers by identifying potential offensive content and privacy issues in Amazon’s digital and device ecosystem. Proficiency in Lean and Six Sigma methodology application Experience working with Tableau/SQL Experience working in compliance, audit, or related field or experience working in a role requiring cross-functional collaboration in an escalated type of environment Excellent verbal and written communication, with the ability to tailor style for various audiences Proven experience dealing with ambiguity and ability to work autonomously High attention to detail and proven ability to manage multiple, competing priorities simultaneously and succeed in a fast-paced support environment 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. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

- 1+ years of employee and performance management experience - Bachelor's degree or equivalent, or 2+ years of Amazon (blue badge/FTE) experience - Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays Relay Operations Center (ROC) is the central command and control center for ‘Transportation Execution’ across the Amazon Supply Chain network supporting multiple geographies like NA, and EU. It ensures hassle free, timely pick-up and delivery of freight from vendors to Amazon facilities and to carrier hubs. In case of any exceptions, ROC steps in to resolve the issue and keeps all the stakeholders informed on the proceedings. In addition to this tactical problem solving, ROC is also charged with understanding trends in network exceptions and then automating processes or proposing process changes to streamline operations. This second aspect involves network monitoring and significant analysis of network data. Overall, ROC plays a critical role in ensuring the smooth functioning of Amazon transportation and thereby has a direct impact on Amazon’s ability to serve its customers on time. Key job responsibilities Responsibilities include, but are not limited to: • Managing a shift, constantly identifying opportunities to improve team performance and owning associated change management. • Developing and/or referring to performance metrics to drive team performance and business results. • Identifying the business impact of trends and making data backed decisions. • Communicating with external customers (Carriers, Vendors/Suppliers) and internal customers (Retail, Finance, Software Support, Fulfillment Centers) • Escalating problems or variances in the information and data to the relevant owners and following through on resolutions. • Ability to pull data from numerous databases (using Excel, Access, SQL and/or other data management systems) and to perform ad hoc reporting and analysis, as needed, is a plus. • Serves as escalation point for transportation specialists. • Owning process/business level reports/actions and diving compliance.. • Perform Ad-hoc reporting and analysis as per requirement. Bachelor's degree in supply chain management, operations, engineering, analytics or related field Knowledge of Microsoft Excel at an advanced level, including: pivot tables, macros, index/match, vlookup, VBA, data links, etc. 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. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

- Bachelor's degree - Speak, write, and read fluently in English - Experience with Microsoft Office products and applications - Experience with Excel Are you customer obsessed, flexible, smart and analytical, strategic yet execution focused and passionate about e-commerce? Are you an experienced, entrepreneurial leader with a strong work ethic? If yes, this opportunity will appeal to you. At Amazon, we're working to be the most customer-centric company on earth, providing safe and authentic products to our customers by safeguarding Amazon’s global marketplaces. Amazon's Perfect Order Experience team works to ensure that buyers receive authentic products in the condition and with the functionality they are expecting. We design and implement policies, tools, and technology innovations to protect the buying experience on Amazon. Our greatest challenge is protecting buyer trust without unjustly harming good selling partners. To strike the right balance, we invest in mechanisms which allow us to accurately identify and mitigate risk, and to quickly correct and learn from our mistakes. This strategy includes continuously evolving enforcement policies, iterating our Machine Learning risk models, and exercising high‐judgement decision‐making where we cannot apply automation. Key job responsibilities We are looking for a Product Compliance Associate to join the POE program. This individual will be required to validate, review and deep dive investigations and products, to ensure that customers receive authentic and safe products in the condition they expected, ensuring a trusted shopping experience on Amazon. The right person for this role is someone with strong judgment, Ownership, Bias for Action, and attention to detail - someone who can deliver results in a fast-paced, highly ambiguous environment and identify and drive long-term solutions. This person will play a key role in identifying stake-holder concerns, identifying defects, pulling data, analyzing trends and providing the best solution and way forward. Being able to identify patterns in defects, ability to deep dive sellers, handle escalations and an eye for detail will make you successful at this job. Analytical skills 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. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

- 3+ years of tax, finance or a related analytical field experience - 3+ years of Excel (including VBA, pivot tables, array functions, power pivots, etc.) and data visualization tools such as Tableau experience - 3+ years of business or financial analysis experience - Experience defining requirements and using data and metrics to draw business insights - Experience making business recommendations and influencing stakeholders - Experience with Excel At Amazon.com, we strive to be Earth’s most customer-centric company. To support this vision, we need exceptionally talented, bright, and driven people. If you would like to help us build the place to find and buy anything online, this is your chance to work hard, have fun, and make history. Key job responsibilities An ideal candidate for this role: · Will have relevant experience in data analytics working with large data sets and to extract and transform data using various tools and technologies · Will transform data into actionable business information, and will make it readily accessible to stakeholders worldwide · Will use data to support ideas, drive actionable outcomes, and provide unique ways to present data and information in an easy to consume format · Will be passionate about finding root causes, trends, and patterns and how they impact business. · Will draw inferences and conclusions, create dashboards and visualizations of processed data · Will have business and communication skills to be able to work with product owners to understand key business questions to build reports that enable product owners to answer those questions quickly and accurately . Will be very comfortable juggling competing priorities and handling ambiguity . Will thrive in an agile and fast-paced environment on highly visible projects and initiatives A day in the life As a Business Analyst, you will help develop an analytic solution to drive deep dives, provide insights into the health and state of the Operations and measure business impact. You will transform data into actionable business information, and will make it readily accessible to stakeholders worldwide. You will own the design, creation, and management of extremely large datasets. From Day 1, you will be challenged with a variety of tasks, ranging from creating datasets, reports, dashboards to metadata modeling, pipeline monitoring. You will interact with internal program and product owners, and technical teams to gather requirements, structure scalable and perform data solutions, and gain a deep understanding of key datasets. You will design, implement and drive adoption of new analytic technologies and solutions and promote industry standard best practices. You will be responsible to tune query performance against large and complex data sets. You will help translate analytic insights into concrete, actionable recommendations for business or product improvement. About the team Our team strives to make Amazon the best way for Partners to reach customers locally and globally and to operate their businesses, driven by the accurate and efficient support and solutions we provide them. We are looking for a Business Analyst for its TSE (Trustworthy Shopping Experience) Operations Analytics team. The team is being grown to provide insights and provide analytical solutions to help drive operational efficiencies, uncover the hidden risks and trends, reduce investigation errors, improve customer experience and predict & recommend the optimizations for future state. Experience using very large datasets 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. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

- 3+ years of program or project management experience - 3+ years of working cross functionally with tech and non-tech teams experience - 3+ years of defining and implementing process improvement initiatives using data and metrics experience - Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL - Experience defining program requirements and using data and metrics to determine improvements Selling Partner Support (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. Within SPS, Global Process Management (GPM) strives to make Amazon the best way for Partners to reach customers locally and globally and to operate their businesses, driven by the accurate and efficient support and solutions we provide them. GPM focuses on both preventing Selling Partner (Seller, Vendor and Brand Registry) contacts based on knowledge obtained during our support interactions, and for handling those contacts with quality and efficiency. Key job responsibilities Key job responsibilities • Interfacing between Amazon business teams and Selling Support Operations to facilitate changes. • Collaborating with operational, training, product, and software development teams to identify, define and specify solutions that create the conditions for Selling Partner and Associate success and satisfaction. • Establish collaborative relationships with business teams to build roadmaps that will identify and reduce contacts (both incoming and productivity efforts) and reduce effort and/or improve SP experience. • Problem-solving, strategic to real-time, requiring extensive use of data collection and analysis, and preparing and executing regular program updates to senior management. • Being a visible and vocal role model across the wider business for Amazon’s customer-centric culture, championing Selling Partner needs and using data and technology to anticipate and exceed them. Basic qualifications - 3+ years of program or project management experience - 3+ years of defining and implementing process improvement initiatives using data and metrics experience - Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL - Experience using data and metrics to determine and drive improvements - Experience working cross functionally with tech and non-tech teams 3+ years of driving end to end delivery, and communicating results to senior leadership experience 3+ years of driving process improvements experience Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization Experience building processes, project management, and schedules 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. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

- 10+ years of program or project management experience - 10+ years of team management experience - Experience implementing repeatable processes and driving automation or standardization - Experience defining program requirements and using data and metrics to determine improvements Join us on our mission to revolutionize the way we support our customers as we reimagine how Digital, Device, and Alexa Support (D2AS) manages technical support tickets. Our approach to problems is entrepreneurial -- you will be challenged to invent, create and solve challenging problems as well as wear many hats and collaborate in an environment that’s more startup than big company. You will need a strong ability to troubleshoot and triage processes and partner with stakeholders to come up with simple solutions. Your primary goal will be to eliminate customer friction and help automate tools or create self-service options for customers to receive support with technical issues. Successful candidates will be strong leaders who can prioritize well, communicate clearly, and have a consistent track record of partnering with engineers and leading teams that deliver results. This role will partner with several internal Amazon teams to build out infrastructure, create new processes and metrics, and share best practices with similar teams across the company. Your team will monitor the health and maintenance of these programs and create positive friction to ensure these processes are adhered to as a global standard. You will drive the creation and execution of strategies across teams, change management processes that impact the larger organization, and implement strong project management methodologies and approach to executing these deliverables. Communication is especially important, as team members are expected to summarize complex issues and clearly describe action items and solutions to stakeholders and senior leaders. Key job responsibilities • Lead a growing team dedicated to managing the end to end workflow of ticket management. • Anticipate bottlenecks, provide escalation management, and ensure user privacy is not compromised. • Design technical solutions which offer extensibility, scalability, and efficiency for a growing business. • Earn trust of business partners by understanding business plans and constraints, anticipating safety and compliance challenges, and proactively communicating win-win solutions. • Manage the investigation and resolution of escalations for the most difficult customer facing tickets. • Develop and lead periodic business reviews by creating and monitoring business metrics to track process effectiveness. • Define the escalations management vision and roadmap including KPIs, establish metrics and goals and deliver against program objectives. • Maintain current technical knowledge to support rapidly changing technology; always be on the look out for new technologies and work with management and development team in bringing new technologies. • Reduce ticket volume through creating self-service or automated solutions that eliminate the need for a ticket to be created. A day in the life As the Senior Manager for Ticketing Issue Management, you will work closely with senior leadership across the company to define and manage the customer journey for ticket management. This includes building and maintaining new processes, influencing partner teams on the best way to identify and detect issues, and identifying the best tools, systems, and controls to measure the health of the program. This role will advise senior leadership on emerging trends and partner with technology to create new mechanisms to protect customers and meet Amazon’s high standards for customer satisfaction. About the team This team is part of the Customer Trust organization. Customer Trust is a collection of back-office teams that identify and resolve the most egregious customer issues. The team is a group of collaborative, supportive, and positive people who work with each other to push the boundaries of what we can do on behalf of our customers. We leave our egos at the door, positively challenge ideas in a healthy way, and focus on the best way to enhance the customer experience and support a happy and healthy environment for ourselves and our employees. Experience owning program strategy and end to end delivery Experience working with, presenting to and influencing senior executives up to VP level 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. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

- 3+ years of program or project management experience - 3+ years of working cross functionally with tech and non-tech teams experience - 3+ years of defining and implementing process improvement initiatives using data and metrics experience - Bachelor's degree - Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL - Experience defining program requirements and using data and metrics to determine improvements Amazon Transportation Services is looking for a Program Manager II in our ROC (Relay Operations Center) team in India (HYD). This team supports our European and North American Middle Mile Linehaul network. The ROC team addresses disruptions in the Middle Mile network, supporting drivers and carriers faced with unexpected events (poor weather, road closures, unexpected surges in volume, mechanical breakdowns, etc.) to allow them to deliver packages safely and on time. Key job responsibilities An ideal candidate has a background in Program Management/Consulting with excellent leadership and management skills. (S)he has the ability to pull and analyze data with ease, has eye for detail, good understanding of concepts and methods along with process knowledge with proven track record of reducing the occurrence of problems through proactive root cause elimination. This job will require exceptional communication, presentation and influencing skills while working in an environment with some ambiguity. A day in the life - Ability to initiate and lead projects and influence all levels of management to re-engineer business processes and drive change management to successfully conclude the project on time. - Ability to pull data from numerous databases (using Excel, Access, SQL and/or other data management systems) and to perform ad hoc reporting and analysis as needed. - Development of countermeasures and real time process improvements to address team deficiencies identified through data deep dive and observation. - Ability to scope out business and functional requirements for the Amazon tech teams to improve exiting software systems and tools or create new features/tools. - Systematically escalate problems or variance in the information and data to the relevant owners and teams and follow through on the resolutions. - Excellent communication, both verbal and written as you will be required to create a narrative outlining your weekly findings and the variances to goals, create project charters and documents to get leadership sign-off, publish weekly project status and present impact of projects completed in terms of business impact (cost and effort impact). 3+ years of driving end to end delivery, and communicating results to senior leadership experience 3+ years of driving process improvements experience Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization Experience building processes, project management, and schedules 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. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

- 2+ years of employee and performance management experience - Bachelor's degree or equivalent, or 2+ years of Amazon (blue badge/FTE) experience - Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays We are looking for an Manager II, Operations (L5) for Reactive Scheduling team that is in the forefront of solving real time Volume related additions in Europe, working with Tech, Upstream/Downstream teams and our carrier and Amazon site partners to create automated solutions. A Manager II, Operations in ROC CM team is expected to execute operations and manage programs. Operations responsibilities include but not limited to: 1. Operational Performance - Track KPIs on a day to day basis, maintain SLs, perform audits and deep dives and present daily/weekly/monthly/ quarterly results to senior leadership and influence decisions 2. Shift Management – Work with Labor planning to track and validate volume forecasts, design shift schedules, drive timesheet compliance and manage OTs to handle day-to-day operations. Coordinate hiring by partnering with the recruitment team 3. People Management – Be comfortable leading large teams of 50+ associates and ~six L4 people managers, track 1:1s with associates, monitor coaching programs, performance , manage team huddles, supervise training and handle escalations. Should also motivate, hire and develop supervisors 4. Communicate standard work changes and drive compliance. Drive launch , review and adoption of new SOPs and tech initiatives with 100% accuracy 5. Work across stakeholders both upstream and downstream (RSP - RLB, SC, AMZL, Network Planning etc) to influence and execute goals defined. 6. Owns, tracks or escalates issues in the network to ensure that they are addressed, documented and resolved 7. Determines corrective actions internally and externally Program management responsibilities include but not limited to: 1. Think Big and identify improvement opportunities and gaps in existing process and works with key stakeholders to execute/resolve them 2. Identify new processes to transition to HYD, work with talent acquisition to hire associates and coordinate their training with NA/EU stakeholders 3. Ability to pull data from numerous databases (using Excel, Access, SQL and/or other data management systems) and to perform ad hoc reporting and analysis as needed Key job responsibilities .People Management .Handling day to day operations and meet KPIs goals .Performance management .Shift and Escalation management .Change management .Drive program and operational efficiency improvement 1+ years of performance metrics, process improvement or lean techniques experience 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. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

1. 1+ years of experience in financial/business analysis 2. Experience with SQL or ETL 3. Experience defining requirements and using data and metrics to draw business insights Have you ever thought about what it takes to detect and prevent fraudulent activity in hundreds of millions of eCommerce transactions across the globe? What would you do to increase trust in an online marketplace where millions of buyers and sellers transact? How would you build systems that evolve over time to proactively identify and neutralize new and emerging fraud threats? Our mission in Buyer Risk Prevention (BRP) is to make Amazon.com the safest place to transact online. BRP safeguards every financial transaction across all Amazon sites, while striving to ensure that these efforts are transparent to our legitimate customers. As such, BRP designs and builds the software systems, risk models and operational processes that minimize risk and maximize trust in Amazon.com. As a Risk Analyst in BRP, you will be responsible for analyzing terabytes of data to identify specific instances of risk, broader risk trends and points of customer friction. You will develop scalable solutions for fraud prevention. In addition, you will be responsible for building a robust set of operational and business metrics and will utilize metrics to determine improvement opportunities. Key job responsibilities Perform complex data analysis to proactively generate actionable insights Own the design, development, and maintenance of ongoing metrics, reports, analyses, dashboards, etc. within SQL and other BI tools Design and implement various visual dashboards in order to make insights available to team members, stakeholders and our customers Support cross-functional teams on the day-to-day execution of projects and initiatives Enable effective decision making by retrieving and aggregating data from multiple sources and compiling it into a digestible and actionable format Preparing and delivering business reviews to the senior management team regarding progress and roadblocks Communicate complex analysis and insights to stakeholders and business leaders, both verbally and in writing A day in the life 1. Review instances of fraud and create mechanisms to stop them 2. Report on fraud trends and improve products 3. Create and maintain dashboards that detect and inform stakeholders (such as payment product owners) on how to stop fraud About the team Our team consists of Business Analysts, Data Scientists, Business Intelligence Engineers and Applied Scientist rolling under the core Buyer Risk Prevention Machine Learning Team. We evaluate instances of organized buyer fraud attacks on Amazon platform WW across various payment methods. We collaborate closely across multiple functions in order to mitigate these attacks through various short and long term solutions. 1. Bachelor’s or Master's Degree in any quantitative discipline such as Statistics, Mathematics or Economics 2. Proven experience in working with large scale databases and SQL in a business environment 3. Demonstrated experience using scripting languages like R or Python 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. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

- 2+ years of employee and performance management experience - Bachelor's degree or equivalent, or 2+ years of Amazon (blue badge/FTE) experience - Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays We are looking for an Manager II, Operations (L5) for Reactive Scheduling team that is in the forefront of solving real time Volume related additions in Europe, working with Tech, Upstream/Downstream teams and our carrier and Amazon site partners to create automated solutions. A Manager II, Operations in ROC CM team is expected to execute operations and manage programs. Operations responsibilities include but not limited to: 1. Operational Performance - Track KPIs on a day to day basis, maintain SLs, perform audits and deep dives and present daily/weekly/monthly/ quarterly results to senior leadership and influence decisions 2. Shift Management – Work with Labor planning to track and validate volume forecasts, design shift schedules, drive timesheet compliance and manage OTs to handle day-to-day operations. Coordinate hiring by partnering with the recruitment team 3. People Management – Be comfortable leading large teams of 50+ associates and ~six L4 people managers, track 1:1s with associates, monitor coaching programs, performance , manage team huddles, supervise training and handle escalations. Should also motivate, hire and develop supervisors 4. Communicate standard work changes and drive compliance. Drive launch , review and adoption of new SOPs and tech initiatives with 100% accuracy 5. Work across stakeholders both upstream and downstream (RSP - RLB, SC, AMZL, Network Planning etc) to influence and execute goals defined. 6. Owns, tracks or escalates issues in the network to ensure that they are addressed, documented and resolved 7. Determines corrective actions internally and externally Program management responsibilities include but not limited to: 1. Think Big and identify improvement opportunities and gaps in existing process and works with key stakeholders to execute/resolve them 2. Identify new processes to transition to HYD, work with talent acquisition to hire associates and coordinate their training with NA/EU stakeholders 3. Ability to pull data from numerous databases (using Excel, Access, SQL and/or other data management systems) and to perform ad hoc reporting and analysis as needed Key job responsibilities People Management .Handling day to day operations and meet KPIs goals .Performance management .Shift and Escalation management .Change management .Drive program and operational efficiency improvement 1+ years of performance metrics, process improvement or lean techniques experience 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. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

- 1+ years of customer service experience - Speak, write, and read fluently in English - Experience with Microsoft Office products and applications - Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays - Experience in payments or e-commerce Selling partner risk investigator will be responsible for a wide range of duties related to the investigation and Elimination of online ecommerce risk. They will have experience in the ecommerce payments space, previous trust and safety experience and experience succeeding in a customer-driven workplace. Investigators will be analytical and capable of succeeding in a fast-paced team environment. These Investigator position relies on excellent judgment to plan and accomplish goals and will work under very limited supervision of the Manager. Excellent individual problem-solving and analytical skills are used to authenticate customers and complex transactions. Nearly all decisions are expected to be made independently with little to no guidance and a high degree of accuracy. SPR Investigator will be required to engage in frequent written and verbal communication with department management, risk analysts, risk engineers and other associates to accomplish goals. Productivity and quality assurance will be evaluated along with the overall contribution to the development of the department. Key job responsibilities Roles and Responsibilities: This includes, but is not limited to: • Researches and evaluates facts surrounding seller transactions • Takes appropriate action on investigated transactions based on established standard operation procedure and tools • Documents their actions by providing detailed annotations • Communicates with external customers via phone or email during the investigation process • Communicates with internal customers and peers in person, via email, annotations and phone during and following the investigation process • Understand the issue and make best use of the available resources to resolve it • Systematically escalate problems or variance in the information to the relevant owners/ teams according to processes and standard • Communicate with internal and external stakeholders • Understand performance metrics to create analysis for driving business goals • Meet predetermined and assigned productivity targets and quality standards About the team The mission of Selling Partner Risk (SPR) is to build trust with all its Customers & Partners - Buyers, Brands, Vendors, Sellers, and Employees - in reality and perception. Scaling through technology, analytics & science and inverting the curve on headcount & cost growth. Being a center of excellence that develops technology, science, and processes to achieve our goals in a fashion that is scalable, decoupled and easily leveraged across Amazon and externally. NA 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. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

- 3+ years of program or project management experience - 3+ years of defining and implementing process improvement initiatives using data and metrics experience - Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL Have you ever thought about what it takes to detect and prevent fraudulent activity among hundreds of millions of eCommerce transactions across the globe? What would you do to increase trust in an online marketplace where millions of buyers and sellers transact? How would you build systems that evolve over time to proactively identify and neutralize new and growing fraud threats? Do you enjoy working in an entrepreneurial, fast paced environment, solving complex problems and delivering innovative solutions? Do you like to innovate and simplify? Our mission in Customer Trust and Partner Support (CTPS) is to make Amazon.com the safest place to transact online. CTPS safeguards every financial transaction across all Amazon sites, while striving to ensure that these efforts are transparent to our legitimate customers. As such, CTPS designs and builds the software systems, risk models and operational processes that minimize risk and maximize trust in Amazon.com. As a Program Manager in CTPS, you will be responsible for modeling forecasting problems, discovering insights and identifying opportunities through the use of statistical, machine learning, algorithmic, data mining and visualization techniques. You will need to collaborate effectively with internal stakeholders and cross-functional teams to analyse forecast variances, identify opportunities to improve operational efficiencies, and deliver successfully against high organizational standards. The candidate should be able to apply a breadth of tools, data sources and analytical techniques to answer a wide range of high-impact business questions and present the insights in concise and effective manner. Additionally, the candidate should be an effective communicator capable of independently driving issues to resolution and communicating insights to non-technical audiences. This is a high impact role with goals that directly impacts the bottom line of the business. You will be responsible for analyzing and identify specific instances of risk, broader risk trends and points of customer friction, developing scalable solutions for prevention. You will need to collaborate effectively with business and within CTPS and cross-functional teams to solve problems, create operational efficiencies, and deliver successfully against high organizational standards. You should be able to apply a breadth of tools, data sources, and analytical techniques to answer a wide range of high-impact business questions and proactively present new insights in concise and effective manner. In addition you will be responsible for building a robust set of operational and business metrics and will utilize metrics to determine improvement opportunities. You should be an effective communicator capable of independently driving issues to resolution and communicating insights to non-technical and technical audiences. This is a high impact role with goals that directly impacts the bottom line of the business. 3+ years of driving end to end delivery, and communicating results to senior leadership experience Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization 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. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

•Bachelor’s Degree and 3+ years of operations experience in a customer service environment; with success driving issue resolution, managing projects, and the ability to influence without direct authority •Strong knowledge of regulatory requirements and industry best practices •Ability to work independently, think critically and collaborate with cross-functional teams •Proven ability to dig into the details of a system or process to solve customer problems •A history of teamwork and willingness to roll up one's sleeves to get the job done. •Strong interpersonal and communication skills, while working with varying audiences (for example, customers, support, technical engineers, developers, and executive level management) including the ability to lead difficult conversations •Can adapt well to changing circumstances, direction, and strategy •Ability to work flexible shifts including night shifts/weekends Amazon’s Offensive Content and Privacy (OCP) team’s vision is to protect our customers by identifying potential offensive content and privacy issues in Amazon’s digital and device ecosystem. The OCP team is looking for an experienced Program Specialist who is passionate about delivering exceptional customer experiences, both proactively and reactively, to prevent and/or recover a suboptimal experience. On a regular basis, you’ll collaborate with our Legal, Public Relations, Content, and Business teams for input solving customer issues both in direct customer interactions and continuous improvement projects. You will also be involved in sensitive and confidential Alexa cases. A successful candidate will be comfortable working on flexible processes with ambiguity in a fast paced environment. You will have experience managing challenging projects across various stakeholders to completion, including problem definition and solution ideation. This role requires a strong understanding of regulatory requirements, different needs of customers, excellent communication skills, and the ability to work collaboratively across departments including multiple business and tech teams. Key job responsibilities • Efficiently manage incoming cases or service requests from internal or external stakeholders • Participate in the assessment and triage of privacy-related incidents and concerns on a global scale • Prioritize and categorize cases based on urgency and impact, adhering to established protocols and SLAs • Use specialized tooling to review, assess, and flag content for policy violations to mitigate further exposure • Use specific tooling to craft and implement business rules to prevent identified policy violating content • Continually examining data to identify trends, improvement opportunities and Capture the lessons learnt • Coordinate with stakeholders to assign tasks and ensure timely completion of checklist items • Monitor progress on checklists and escalate issues as needed to ensure compliance deadlines are met • Collaborate with cross-functional teams, including engineering, legal, and compliance, to resolve complex issues and ensure compliance with privacy and content standards. About the team Amazon’s Offensive Content and Privacy (OCP) team’s vision is to protect our customers by identifying potential offensive content and privacy issues in Amazon’s digital and device ecosystem. Proficiency in Lean and Six Sigma methodology application Experience working with Tableau/SQL Experience working in compliance, audit, or related field or experience working in a role requiring cross-functional collaboration in an escalated type of environment Excellent verbal and written communication, with the ability to tailor style for various audiences Proven experience dealing with ambiguity and ability to work autonomously High attention to detail and proven ability to manage multiple, competing priorities simultaneously and succeed in a fast-paced support environment 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. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.