Sr. Pgm Mgr, Challenge Friction, Payment Risk

hace 3 semanas

San José, Costa Rica Amzn Support Srvcs Costa Rica A tiempo completo

Bachelor’s degree
- 8+ years of stakeholder management experience
- 8+ years of project management experience
- 8+ years of experience leading projects in an Operations environment
- Demonstrated knowledge of program management lifecycle, and skilled at project management tools

Wanting to make a difference? Join the team protecting Amazon customers from payment related fraud, misuse, and abuse. Have you ever thought about what it takes to detect and prevent fraudulent purchases among hundreds of millions of e-Commerce transactions in different countries? How to help our Amazon Business continue to grow and where millions of businesses can safely transact online? What kinds of processes and systems would you build to maximize customer satisfaction?

A team comprised of software development engineers, machine learning scientists, operation specialists, product and program managers, and many other team members; together focused on a mission that is customer-focused and innovative in solving complex challenges and promoting exceptional value through innovation and superior technical know-how.

We are seeking a Senior Program Manager who can provide leadership to cross-functional teams and drive key initiatives to reduce the friction experienced by Customers due to Buyer Risk Prevention systems.

We are an agile team, moving quickly in collaboration within our business to bring new features while having fun along the way. If you can Think Big (make sure to check out the Amazon Blog reading about the Think Big and other Leadership Principles) and want to join a fast moving team, we would like to speak with you

Key job responsibilities

**Stakeholder Management**: Align BRP teams and investments to achieve reductions in challenge friction from sign-in, transaction, and reinstatement processes.

**Project Management**: Lead projects for cross-functional teams focused on the delivery of a new features for the measurement and optimization of friction events. Gather business requirements, document functional and design specifications, identify appropriate resources needed, assemble the right project team, assign individual responsibilities, and develop the milestones and launch schedule to ensure timely and successful delivery of the project. Senior Program Managers contribute cross-functional business and technical skills, assess and manage risks, measure and report on progress, anticipate and resolve bottlenecks, provide escalation management, anticipate and make tradeoffs, and balance the business needs with the technical constraints.

**Change Management & Innovation**: Develops and/or influences new ideas/approaches. Establishes procedures, plans and practices which promote the adoption of appropriate solutions and sustainability of desired results in complex operational environments. Develops strategies to enhance decision making.

**Results & Accountability**: Ensures that effective controls are developed and maintained across the organization. Takes corrective action, as appropriate. Strong commitment towards goals and outcomes and to ensure the completion within established timeframes. Drives and facilitates moderately complex projects; focuses on results and measuring attainment of outcomes.

**Collaboration**: Partners with (advises and supports) the global process owners, Site leaders, Operation managers in identifying, defining and executing various process improvement projects

**Standard Operating Procedure (SOP) Development**: Build and document the SOP specific to the investigation and quality assurance processes, and work to deploy globally.

**Communication**: Drive weekly meetings to review metrics including investigation quality, service level agreements, and system misses. Identify root causes and create action plans to address. Hold team members accountable for progress on key program actions.
- Minimum 4 years of large scale project management experience in leading multi-organizational initiatives, and driving team accountability to achieve impactful goals
- Minimum 4 years of experience working in an Operations environment, driving improvements that have resulted in measurable business impact
- Analytical aptitude, including the ability to mine and analyze large, complex data sets
- Six sigma green belt level capabilities in deconstructing processes and metrics, to identify areas of opportunity and lead the development and implementation of new processes
- Excellent oral, written and interpersonal communication skills

Demonstrated ability to work well in a team environment and work under tight deadlines
- Ability to multi-task and handle various projects simultaneously to drive timely results
- Ability to deliver results with self-initiative and determination in a dynamic and often ambiguous environment
- Good on influencing skills and negotiation skills
- Ability to drive projects efficiently in a cross-functional environment by establishing respect and confidence in the business and te

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