Amazon

Program Manager- ACES, Buyer Abuse Prevention

Posted On

Aug. 14, 2024

Location

Bangalore, Karnataka

Experience Level

Freshers/Experienced

Job Type

Investigation & Loss Prevention

Apply By

Jan. 28, 2025

Job Description

Amazon is looking for a motivated individual for the profile of ACES (Amazon Customer Excellence System) Program Manager for its Abuse Risk Investigations team.
As a program manager, you will:
• Lead Improvement Projects / Kaizen events (Lean, DMAIC, DFSS, etc.) to bring together cross-functional teams to identify opportunities and achieve targeted performance improvement in a compressed timeframe
• Serve as gatekeeper in assigned process areas for the change management process
• Define the right process and work with operations to establish the right process path
• Work with stakeholders to eliminate gaps in system and have a systemic fix of gaps
• Demonstrates discretion in coordination of project scoping and selection to align with business objectives
• Develop, implement, and govern KPI reporting for a portfolio of programs, providing visibility to the milestones and performance across all projects
• Audits completed projects to verify sustained impact

Key job responsibilities
Amazon is looking for a motivated individual for the profile of ACES (Amazon Customer Excellence System) Program Manager for its Buyer Abuse Prevention team. As a program manager, you will:
· Serve as gatekeeper in assigned process areas for the change management process
· Define the right process and work with operations to establish the right process path
· Work with stakeholders to eliminate gaps in system and have a systemic fix of gaps
· Demonstrates discretion in coordination of project scoping and selection to align with business objectives
· Develop, implement, and govern KPI reporting for a portfolio of programs, providing visibility to the milestones and performance across all projects
· Audits completed projects to verify sustained impact

This role calls for an individual who understands all aspects of performance which impacts both internal and external customer experience. The individual will determine, then drive, any initiatives necessary to improve it. It requires an individual to showcase judgment and decision making skills to create long term sustainable process paths to improve customer experience.

A day in the life
You contributes to team and organization documents (e.g., project/program requirements and roadmap, status, tenets, MBR/QBR, OP1/OP2). Influence managers and peer teams without authority. You meet timelines and minimize disruption to partner and engineering teams, especially during their peak efforts. You manage overall schedule, proactively mitigate any risks, and keep the scope of effort under control. You own all program communication. You accelerate progress by driving crisp and timely decisions, clearing blockers (e.g., path to green), escalating appropriately. You apply process improvement methodologies (e.g., Agile, Lean, Kaizen analyses, or another approach). You may oversee a roll-out process, including shepherding testing, and other launch efforts. You include buffer time, plan for the unexpected, making sure that dependencies are not broken by changes related to the efforts you manage. You plan effectively to make sure those involved in your projects are not overburdened and that outcomes are maintainable. You may manage post-launch support plans (e.g., post-mortem, issue/ticket management, possibly COEs). You look for opportunities to improve system quality and operational excellence. You help recruit and interview for your team. You mentor and help develop others.- 3+ years of program or project management experience
- 3+ years of working cross functionally with tech and non-tech teams experience
- 3+ years of defining and implementing process improvement initiatives using data and metrics experience
- Experience defining program requirements and using data and metrics to determine improvements
- Certified Six Sigma Black Belt with experience in Lean and Six Sigma Deployment in an Operations Environment

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