We are growing and taking on more to make the world safe for ecommerce. Amazon.com's TRMS team is a centralized technology team that protect all of Amazon's businesses and services from fraud and abuse. These systems, invisible to the customer, work seamlessly across the billions of transactions occurring simultaneously around the world. We are pioneering new techniques to detect and neutralize bad actors that attempt to abuse our policies.
TRMS designs and builds high performance software systems using machine learning to identify and prevent abusive transactions. Abuse prevention is a real money game where our software teams strive to outsmart those who attempt to defraud Amazon and our customers. Come build with us! Every dollar of abuse that we prevent is a dollar of profit for Amazon or its 3P Sellers, a dollar that could be reinvested to deliver new features for our customers. Because of Amazon's huge scale, this a great opportunity to add hundreds of millions to the bottom line.
TRMS is seeking an innovative, results-oriented, customer-centric program manager to drive the investigator learning experience for the global Abuse Risk Investigations teams. This role will have deep knowledge of Adult Learning Theory and Behavioral Science, providing insights and expertise on designing learning development programs. You will need to collaborate effectively with internal stakeholders and cross-functional teams to solve problems, create operational efficiencies, and deliver successfully against high organizational standards.
Roles and Responsibilities:
As a program manager, you will have the following responsibilities:
Project Management: Lead projects for cross-functional teams focused on the delivery of a new feature, service, product, or system. 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. 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.
Reporting: Reporting on progress of multiple projects, providing regular updates to senior management.
Drive a Zero Defect culture by managing controllable root-cause defects and ensure implementation of controls and minimize losses.
Collaboration: Partners with (advises and supports) the global process owners, Site leaders, Operation managers in identifying, defining and executing various process improvement projects
Planning: Coordinate Quality Assurance plan, baselining metrics, setting and monitoring goals.
Standard Operating Procedure (SOP) Development: Build and document the SOP specific to the investigation and quality assurance processes, and work to deploy globally. Align the SOPs to product expectations defined by policy and also ensure ML queueing is aligned.
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.
We are seeking a Program Manager to drive down variations and implement global solutions to improve our global investigation processes. You will lead a large distributed team focused and determined to improve operational efficiency throughout the process life-cycle.
One of the key aspects of the role is ownership of a particular Operational Business Function and driving the appropriate process improvements. As the owner you will drive operational cost improvements, overall quality and customer experience, resource planning, appropriate training and necessary tools, decision quality and process efficiency.
Amazon is a company operating a marketplace for consumers, sellers, and content creators.