DESCRIPTION

Customer Trust & Partner Support (CTPS) is responsible for creating a trustworthy shopping experience across Amazon stores worldwide by protecting customers, brands, selling partners and Amazon from fraud, counterfeit, and abuse as well as empowering, providing world‐class support, and building loyalty with Amazon's millions of selling partners. We value individual expression, respect different opinions, and work together to create a culture where each of us is able to contribute fully. Our unique backgrounds and perspectives strengthen our ability to achieve Amazon's mission of being Earth's most customer-centric company.

We are looking for a highly talented leader on the Brand Protection team to help ensure we hold a high bar for Brand Registry and the associated benefits provided to member brands. As a Program Manager, you will be a crucial leader for the business's success through defining and executing against an operational roadmap, continuously solving complex problems, and working towards driving innovation to close gaps and scale processes globally. This is a global role that will include interaction with teams in countries outside of the United States, requiring a strong ability to communicate effectively and understand the different needs of global customers. Your decisions are not only fundamental to the protection of Brands on Amazon, but also to the viability and attractiveness of our offering for Sellers and Vendors. The operational processes and tools you build will in turn drive revenue and growth for Brands, Sellers, Vendors, and Amazon. The ideal candidate is passionate about solving complex problems in an ambiguous and constantly evolving space. You should have extensive experience managing operations and leading multiple key initiatives, from conception to launch in a rapidly evolving environment. You should also be a thought leader with strong communication skills and be comfortable presenting to all levels of leadership.
• Collaborate with program, product, analytics and tech team members and stakeholders globally to look around corners, identify cross-functional issues impacting customers and work to understand use cases. Use this information to build a plan and mitigate customer and business risk;
• Define the program (mission, vision, tenets), set objectives, manage program end-to-end, establish metrics and analyze data to drive improvements that are quantified with metrics;
• Communicate our program roadmap and progress to stakeholders globally
• Conduct root cause analysis and use supporting data to present gaps and opportunities to drive process improvements, drive alignment, and launch changes that balance Brand needs with Customer trust, appropriately protecting Brands in the Brand Registry program
• Build and work to scale for the long-term and not only short-term wins
• Effectively prioritize and manage processes and initiatives, considering trade-offs and optimizing for Customer and Brand experience
• Leverage industry best practices to establish repeatable practices, principles & processes
• Create workflows and SOPs
• Establish closed loop processes
• Take manual processes and build scalable and automated solutions
• Establish mechanisms/processes to proactively mitigate risk
• Refine processes to achieve SLAs, reduce errors, improve defect management and maintain consistency in operational processes globally
• Build metrics and KPIs to track progress

BASIC QUALIFICATIONS

• Experience using metrics and data to drive improvements
• A Bachelor's degree or higher
• 3+ years experience in program or project management
• Experience defining and executing against program requirements

PREFERRED QUALIFICATIONS

• Bachelor's degree
• Demonstrate experience working with program managers and business teams
• Ability to write simple SQL queries
• Experience creating and executing business plans
• Experience in a Brand or IP protection role
• Meets/exceeds Amazon's leadership principles requirements for this role
• Meets/exceeds Amazon's functional/technical depth and complexity for this role
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.