October 17, 2024

Amazon Support Services Costa Rica SRL - B20

San José

OTHER

Program Manager, Escalation Management and Prevention

Bachelor's degree
3+ years of program or project management experience
Experience defining and executing program requirements
Experience in defining and implementing process improvement initiatives using data and metrics
Experience implementing repeatable processes and driving automation or standardization
Knowledge of Excel at an intermediate level (e.g., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, etc.)
Demonstrated business judgment as well as ability to think creatively, analyze quantitatively, problem-solve, scope technical requirements and prioritize

At Amazon we believe that customer trust is of paramount importance to anything we do. To continue building customer trust the Escalation Management & Prevention (EMP) team works with sellers, brands, vendors, and customers to identify and prevent infringement of intellectual property (e. g. copyright, trademark, counterfeit) and other abuse in our product catalog.

Key job responsibilities
We are looking for a Program Manager to join the EMP Strategy team supporting EMP’s operations strategy and product development. The Program Manager within EMP is part data analyst, part process reformer, and part communications specialist. Because of the wide scope of programs the EMP team covers, the PM often needs to communicate in a cross-functional group, across the EMP business and beyond. The PM will work with EMP Risk Managers, EMP Leadership teams, data analysts, partner program owners, and tech teams to drive process optimization initiatives that improve EMP’s workflow.

A day in the life

In this role you will:

Define operational strategies for intricate business and program needs, incorporating inputs and driving alignment across multiple organizations
Manage the delivery of complex initiatives across various teams, components of which include data analysis, operationalizing and scaling new processes, and catalog classification
Develop and maintain metrics and reporting to monitor risks, program health, and initiative progress
Conduct risk assessments of existing controls and recommend solutions to address identified risks such as developing region-specific abuse prevention processes, tools, and policies
Track, measure and report on key metrics to demonstrate the impact of the program and to constantly iterate and improve on that impact.
Analyze findings and develop mechanisms to proactively address systemic issues.
Work with product, analytics, and development partners to design new and innovative ways to drive the program forward.
Keep stakeholders and leadership updated on efforts and progress through regular written communications and in-person meetings
5+ years of driving process improvements experience
Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
Experience building processes, project management, and schedules
Experience in driving end to end delivery, and communicating results to senior leadership
Knowledge of Excel (Pivot Tables, VLook Ups) at an advanced level and SQL
Experience of Six Sigma/ Lean analytical techniques