Program Manager, Product Complaint Rate, Trustworthy Shopping Experience

Amazon • Seattle, WA

21d • Onsite

About The Position

Product Complaint Rate (PCR) programs’ mission is to provide buyers a perfect order experience so that they can shop with confidence on Amazon. We do this by ensuring that buyers receive authentic products in the condition and with the functionality they expect, and by quickly making things right when they don’t. Our vision is to enable well-intentioned sellers to deliver high-quality products without business interruption while preventing bad actors from selling on Amazon. Our ideal candidate possesses strong business judgment, analytical thinking, and has experience succeeding in a customer-driven workplace under tight deadlines. Success in this position relies on excellent judgment to plan and execute deliverables, working independently to gather data and derive insights, prepare roadmaps, and align stakeholders.

Requirements

• 3+ years of program or project management experience
• 3+ years of defining and implementing process improvement initiatives using data and metrics experience
• Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL
• Experience using data and metrics to determine and drive improvements
• Experience working cross functionally with tech and non-tech teams

Nice To Haves

• 3+ years of driving end to end delivery, and communicating results to senior leadership experience
• 3+ 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

Responsibilities

• Deploying enhanced detection models and root cause attribution infrastructure to reduce uncategorized customer complaints
• Establishing clear accountability across seller, fulfillment, and PDP touchpoints
• Driving cross-channel accountability
• Implementing a unified remediation strategy that combines seller-facing dashboards, expanded partnerships, enhanced automation, and re-stumble prevention mechanisms

Benefits

• health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage)
• 401(k) matching
• paid time off
• parental leave
• sign-on payments
• restricted stock units (RSUs)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed