Program Manager II, Guaranteed Remediation Experience (GRX)
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About The Position
The Program Manager II for Guaranteed Remediation Experience (GRX) at Amazon.com Services LLC is a pivotal role focused on enhancing customer experience and operational efficiency. This position is integral to the A-to-z Guarantee, which serves as Amazon's primary mechanism for protecting customers when they encounter negative order experiences with third-party sellers. The Program Manager will be responsible for managing and ensuring the timely delivery of projects related to the deployment of new tools, such as the seller dashboard and seller assistant chat bot. This role requires a proactive approach to coordinate cross-team efforts aimed at reducing potential shipment defects, utilizing signals related to last-mile delivery, heavy/bulky items, and pickup statuses. In addition to project management, the Program Manager will develop strategies to collaborate with carriers to influence the use of shipping labels and enable One-Time-Password authentication for delivery. The role also involves developing best practices to foster, manage, track, and measure success. The Program Manager will partner with business, operations, product, and program teams to consult, develop, and implement key performance indicators (KPIs), automated reporting, process solutions, and data infrastructure improvements to meet business needs. A critical aspect of this position is the ability to actively identify and resolve issues that may impair the team's ability to meet strategic, financial, and technical goals, as well as to identify and implement process improvements and opportunities for innovation and simplification. The team at Selling Partner Services is committed to fostering a culture of inclusion and diversity, with 14 employee-led affinity groups that reach over 10,000 employees globally. The company emphasizes the importance of diverse perspectives and continuous learning, reinforced by Amazon's 16 Leadership Principles. This role not only offers the opportunity to drive significant impact within the organization but also to contribute to a workplace that values diversity and inclusion.
