Sr. Program Manager

Amazon's Account Integrity team (AIT) within the Selling Partner Support organization is looking for a passionate, results-oriented Senior Program leader to manage programs than span across contacts, audits and scams investigations We're looking for a program leader that will take ownership and drive change in a dynamic global business environment for our operations teams. The incumbent is expected develop roadmaps for investigation automation, work with relevant product and engineering teams to prioritize these roadmaps independently, drive tool development and improve efficiency of the operations team through projects. This individual must be eager to dive deep into processes and have a proven record of delivering process efficiency. The preferred candidate will have auditing skills, problem solving skills, process and system knowledge, ability to dive deep and enumerate a problem and be able to delegate to teams that are not in their direct control.
The Sr. Program Manager (PM) in the Account Integrity Investigation Support (AIIS) team works across 4 key operations areas: 1) Bad Actor Account Appeals (BA3), 2) ML Operations (MLOps) for Enforcements), 3) Scams Investigations (SIT) and 4) Tool security and management for Operations This role supports the work of AIIS (50+ investigators and 3 managers), and the role focuses on coordinating goals and common work items across all investigation teams in AIT. The role is accountable for the overall strategy of the investigations program, and successfully manages all stages (from concept to delivery) to show measurable improvements in customer experience, business or employee efficiency and execution.

Key job responsibilities
The Sr. PM is a process expert across all AIIS business areas and build mechanisms to 1) Balance capacity across three teams (BA3, SIT and MLOps) consisting of 50+ investigators, 2) meeting investigation SLAs for 4+ workstreams such as appeals, ATO audits, scam labeling and bot tagging. Especially for appeals they are expected to represent AIT appeal SLAs at VP level discussions, 3) improving operational health metrics such as headcount utilization, average handle time of resolution and idle time, 4) Own end to end process of reducing contact rate and repeat contact rate for Account Integrity and 5) Drive operational planning process for the operations and risk org. The Sr. PM is expected to have deep understanding of upstream drivers of these business areas. A few examples are ML and Risk Based enforcements that drive contact rate, audit requirements for the operations team, and drivers of volume of customer reports of scams. The Sr. PM will unlock new investigation capacity (without increasing headcount) and make judgement calls of key capacity/SLA tradeoffs and recommend changes to senior leadership. In addition, the Sr. PM drives impact in security and automation by performing new tool assessment across 4+ potential tools and platforms owned by 5+ teams, and help execute adoption of suitable tools.

A day in the life
The role is expected to partner with stakeholder in Seattle, India and Costa Rica. A typical week will start with reviewing of roadmap items and progress on those. The PM is expected to be very methodical in breaking down year long roadmaps into weeks and then weeks into days. Each day will have ~60% of their time in meetings with operations, product partners and Engineering teams to drive roadmap items. The remaining 40% of their time is involved in planning, diving deep into the process, creating documents, sending flash reports on progress of roadmaps etc.

About the team
Account Integrity and Investigations Support is a 50+ member team for operations. The team is based out of Costa Rica and India. The team has 3 broad verticals 1) Appeals or contacts team that responds to emails from customers 2) ML Operations (MLOps) for audit on actions taken when AIT enforces bad actors 3) Scams Investigations (SIT) team that works with ML teams to identify scams that have a negative impact on Amazon and Amazon's customers outside Amazon's shopping platform.

- 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

- 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

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