Description Wanting to make a difference? Join the team protecting Amazon customers from payment related fraud, misuse, and abuse. Have you ever thought about what it takes to detect and prevent fraudulent purchases among hundreds of millions of e-Commerce transactions in different countries? How to help our Amazon Business continue to grow and where millions of businesses can safely transact online? What kinds of processes and systems would you build to maximize customer satisfaction? A team comprised of software development engineers, machine learning scientists, operation specialists, product and program managers, and many other team members; together focused on a mission that is customer-focused and innovative in solving complex challenges and promoting exceptional value through innovation and superior technical know-how. Our greatest strength is our team members, who through diverse backgrounds are appreciated and collectively strengthen our organization’s capabilities to deliver for our customers. Be part of a team where your actions as a Senior Program Manager could enhance systems and processes that minimize risk and maximize trust in Amazon.com. Not only do we protect all aspects of the Amazon shopping experience, we also deliver services to large and small merchants hosted on the Amazon platform. In addition, we evaluate new business opportunities from across the company to determine how we can minimize the risk associated with new initiatives. We are seeking a Program Manager who can provide leadership to cross-functional teams and drive key initiatives while supporting our customers and key stakeholders. We are an agile team, moving quickly in collaboration within our business to bring new features while having fun along the way. If you can Think Big (make sure to check out the Amazon Blog reading about the Think Big and other Leadership Principles) and want to join a fast moving team, we would like to speak with you! Key job responsibilities Stakeholder Management: Engage with machine learning and product leaders to influence and guide use of risk-based friction levers. Partner with leaders across Buyer Risk Prevention to minimize the friction experienced by genuine customers from risk mitigation actions such as CAPTCHA, One-Time Passwords, etc. Project Management: Lead projects for cross-functional teams focused on the delivery of a new feature, service, product, or system. Gather business requirements, identify appropriate resources needed, assemble the right project team, assign individual responsibilities, and develop the milestones and launch schedule to ensure timely and successful delivery of the project. Program Managers contribute cross-functional business and technical skills, assess and manage risks, measure and report on progress, anticipate and resolve bottlenecks, provide escalation management, anticipate and make tradeoffs, and balance the business needs with the technical constraints. Change Management & Innovation: Develops and/or influences new ideas/approaches. Establishes procedures, plans and practices which promote the adoption of appropriate solutions and sustainability of desired results in complex operational environments. Develops strategies to enhance decision making. Results & Accountability: Ensures that effective controls are developed and maintained across the organization. Takes corrective action, as appropriate. Strong commitment towards goals and outcomes and to ensure the completion within established time frames. Drives and facilitates moderately complex projects; focuses on results and measuring attainment of outcomes. Collaboration: Partners with (advises and supports) the global process owners, Site leaders, Operation managers in identifying, defining and executing various process improvement projects Standard Operating Procedure (SOP) Development: Build and document the SOP specific to the investigation and quality assurance processes, and work to deploy globally. Communication: Drive weekly meetings to review metrics including investigation quality, service level agreements, and system misses. Identify root causes and create action plans to address. Hold team members accountable for progress on key program actions. About the team Payment Risk's mission is to protect our Customers and Amazon from payment related fraud, misuse, and abuse. The Automation & Risk-based Friction team owns the product suite, mechanisms, and strategic initiatives designed to improve Payment Risk’s ability to (1) automate risk decisions on buyer orders and contacts, and (2) leverage risk-based friction to deliver a seamless experience that mitigates risk while building trust with genuine Customers. Basic Qualifications - 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 Preferred Qualifications - 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 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. Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company’s reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $66,800/year in our lowest geographic market up to $142,800/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.