Program Manager , RCO Global Advisor Program

Job Description

At Amazon, we strive to be Earths most customer-centric company where people can find and discover anything they want to buy online. We are seeking a Program Manager for our Repeat Contact Management Program. This role will be part of our Amazon Registration & Compliance (R&C) organization. The R&C organization is responsible for making Amazon the safest and most trusted place on Earth by protecting the innocent and deterring the ill-intentioned. Protecting the interests of the end users is our top priority, balancing being compliant and giving a great customer experience. Our team achieves this objective through a combination of automated and manual investigations of the seller transactions on our marketplace. As a program manager for GAP team, you will work with Global Process Owners (GPOs), Program Team, Business Analytics, Ops Functional Leads & Leads for different RCO support functions to drive improvement projects focused on decision quality, customer experience, resource planning, tools and process efficiency and alignment. The ideal candidate has experience in leading large-scale projects/programs from initiation through delivery in an operations organization/role. Identification, execution & delivery of programs & projects targeted on designing and/or improving operational processes related to Global Advisor Program (GAP) to deliver great customer experience and operational goals (quality, cost, waste reduction, productivity). Drive speed, quality, and simplification throughout by eliminating rework loops, reducing and automating manual work/ hand-offs, identifying and implementing best practices across the business, and minimizing process variance through standardization and automation. Implementation into our RCO Global Advisor team of incoming new initiatives and program, including rolling out of investigations tools and systems to our RCO advisor population. Support RCO Program Owners, Functional Ops Leaders, Business Stakeholders, Finance for project execution and control post implementation. Implementation and execution of governance of the GAP Program including process, tools, audit, inspection, mechanisms. Effective execution of the Change Management related to GAP process from a program perspective, ensuring that changes are understood and adopted by the user community (primary group: RCO advisors). Providing support for month and quarter end reviews. 2+ years of program or project management experience Knowledge of Lean principles and DMAIC methodology Experience in MS Excel and SQL Experience in requirement gathering and ability to write clear and detailed requirement document Experience working in an Operations environment, driving improvements that have resulted in measurable business impact Good oral and written communication skills Advanced degree (Technical or MBA) Six Sigma Green Belt or Lean Certification. Skilled in ML and Python