Sr. Program Manager Emea , Perfect Order Experience

3+ months agoWindhof, Luxembourg


Are you interested in protecting Amazon's customers from bad actors while taking your skills and career to the next level? Amazon's Customer Trust and Partner Support (CTPS) organization is chartered to protect Amazon's marketplace, so that customers can shop with confidence and have a perfect order experience.

We do this by ensuring that customers receive authentic products in the condition and with the functionality they expect, and by quickly making things right when they don't. We develop and improve policies that protect customers from counterfeit and other product quality risks, ensure we effectively uphold our A-z Claims Guarantee, and accurately capture and handle customer feedback regarding sellers. Our greatest challenge is protecting customer trust without unjustly harming good selling partners. To strike the right balance, we invest in mechanisms which allow us to accurately identify and mitigate risk, and to quickly correct and learn from our mistakes. This strategy includes continuously evolving enforcement policies, working closely with our data scientists to develop and improve Machine Learning (ML) risk models, and providing guidance to drive highjudgment decisionmaking in cases where we cannot apply automation.

We are looking for a critical thinker to drive our efforts in the EMEA region who will help lead efforts to eliminate violations of intellectual property (such as counterfeit, copyright, trademark) and ensure that customers can buy with confidence on Amazon.

In this role, you will look out for unique local issues in each country, maintain close ties to our WW business and operations teams, and have responsibility for tracking and delivering on a number of high-visibility goals. You will also have the opportunity to contribute to the development of policies, processes and tools to address product quality challenges in collaboration with teams across Amazon. This is an opportunity that requires a critical thinker with strong organizational, problem-solving, and communication skills. At the core of the position is passion for protecting Amazon's reputation and the customer experience of shopping in our third-party Marketplace.

In this position you will also:
• Develop and maintain key relationships with internal stakeholders locally and around the world, particularly teams focused on selling partners and policy enforcement.
• Ensure that the team's strategies are implemented globally, but also ensuring that problems in particular geographies are quickly identified and addressed.
• Develop region-specific policies and policy recommendations as needed to improve both reactive and proactive enforcement. Maximize automation and efficiency in resolving issues, and identify and achieve measurable goals.
• Partner with Legal and Investigations to quickly handle and resolve critical and time-sensitive escalations.
• Assist as needed in attending meetings with external stakeholders to address product quality issues.
• Develop and deliver educational and training materials for both internal and external consumption.
• Create policies, strategies, and processes to protect buyers and enable business growth while ensuring compliance with legal requirements, protecting customers, and protecting the Amazon brand.


• At least 5 years of experience as a program manager or similar role, preferably with a global focus.
• Experience developing and presenting to large groups (including senior executives), and comfortable discussing and defending ideas.
• Willingness and ability to travel, including overseas.
• Bachelor's degree.
• Basic analytics: Ability to run basic SQL queries and deep dive in excel


• Minimum of 3 years of experience working in relevant industries such as law, IP protection, customer service, investigations, etc.
• Experience in e-commerce environment with excellent customer experience intuition.
• Demonstrated proficiency prioritizing competing projects and objectives in a dynamic environment
• Willingness to roll up the sleeves and do what is necessary to meet team goals. A passion and bias for action in addressing and resolving critical threats to both Amazon's customers and brand reputation.
• Proven communication (written and verbal), presentation and persuasion skills in English; demonstrated success in building buy-in for an innovative, bold, strategic vision.
• Able to work independently to develop and execute strategies with minimal supervision. Self-directed: sets and meets deadlines, multi-tasks, and prioritizes.
• Strong critical thinker who makes smart and timely decisions with demonstrated ability to own a decision and when to get input from others.
• Maintains a high degree of professionalism when communicating with internal customers, external customers and senior leadership.
• Demonstrated people skills, with ability to build trust and create and lead working groups to tackle complex issues.
• German, French, Italian, or Spanish language skills appreciated

Job ID: Amazon-1472405