Sr. Program Mgr, Sx, Trustworthy Shopping Experience

Minimum 7 years of relevant experience or master’s degree and 5 years of relevant experience, or an equivalent combination of education and experience - Bachelor's degree - Strong experience in stakeholder and program management - Basic knowledge of SQL and data analysis - Experience in Seller/Vendor/Customer Experience, counterfeit protection, investigations, claims, and abuse roles a plus

Job summary

We are looking for an experienced program manager to lead our Seller Experience(SX) charter within the Trustworthy Shopping Experience(TSE) team. You will identify and prevent e-commerce abuse by liaising with multiple teams to design and implement policies, tools and technology innovations to protect maintain a balance between ensuring best-in-class Seller Experience as well as a Trustworthy Shopping Experience for our Customers. You will partner with numerous Amazon teams including Retail Categories, Marketplace, Product Quality & Safety, Public Relations, Legal, Compliance, and Brand Registry.

This is an opportunity that requires a critical thinker with strong organizational, problem-solving, stakeholder management, and communication skills. At the core of the position is passion for protecting Amazon’s reputation, customer experience and trust, and Seller Experience.

Key job responsibilities
- Identify Key opportunities across TSE programs and processes to improve SX
- Identify or develop the right metrics to measure SX, and deliver against the goals identified for the program
- Develop and maintain key relationships with internal stakeholders locally and around the world
- Capture Voice of Seller, and derive actionable insights from Seller anecdotes
- Partner with Legal, PR, and Investigations to quickly handle and resolve critical challenges.
- Create policies, strategies, and processes to protect buyers and enable business growth
- Track program progress, provide visibility to leadership, and conduct key business reviews

About the team

Trustworthy Shopping Experience (TSE) 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.

Amazon's Trustworthy Shopping Experience (TSE) team works to ensure that buyers receive authentic products. We design and implement policies, tools and technology innovations to protect the buying experience on Amazon while minimizing friction for sellers. Within this team, the Seller Experience program is focused on the latter, where we ensure a smooth journey for our Sellers when they interface with our team’s processes.
- Self-driven. Ability to work independently with mínimal supervision.
- Ability to Think Big and solve problems at scale
- Proven analytical and problem-solving skills in a complex space
- Meticulous attention to detail.
- Willingness to roll up the sleeves and do what is necessary to meet team goals
- Ability to balance conflicting priorities and remain extremely organized
- Proven ability to work autonomously, triage and prioritize work, and operate in ambiguity