Program Manager, Customer Engagement, BRP

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 Buyer Risk Preventions (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.

This role will be focused on improving customer experience and driving Voice of the Customer (VoC) programs globally. As a Program Manager, you will be responsible for managing roadmaps for customer improvement programs/projects and mechanism for customer experience and also manage voice of the customer feedback. You will be working closely with product, program and tech teams, understanding the requirements, making appropriate tradeoffs to optimize business outcomes and Customer experience, and clearly communicating goals, roles, responsibilities, and desired outcomes to internal cross-functional teams. You will interact with a broad cross section of the Amazon organization as you clarify ambiguous issues and negotiate effective solutions between development and business teams. You will anticipate bottlenecks and escalate issues when required in order to ensure on-time delivery.

You will be responsible for analyzing and identifying specific instances of risk, broader risk trends and points of customer friction, as well as developing scalable solutions for prevention. You will need to collaborate effectively with UX, Technology, Product and Customer Service teams within / outside BRP and global 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.