Amazon

Program Manager II, Trusted Order Remediation Experience

Posted On

April 30, 2025

Location

Hyderabad, Telangana

Experience Level

Freshers/Experienced

Job Type

Project/Program/Product Management--Non-Tech

Apply By

May 20, 2025

Job Description

The Order Performance, Trust, Analytics & Experiences (OPTANE) team manages the performance of our 2.3 million sellers and their billions of product offering with respect to the quality of fulfillment and customer service. This means setting and enforcing minimum performance standards, and ensuring all sellers have the education, coaching, and tools to succeed when selling in our stores. Our goal is to ensure that customers can shop with confidence across our entire catalog, knowing that regardless of the seller or fulfillment channel their order will be delivered in the condition expected, on-time, and in the rare instance where something goes wrong, it will be simple to get a return or exchange.

We do this by developing signals that allow us to understand the holistic performance and risk associated with every seller and every item offered for sale in Amazon's stores. We leverage those signals to make performance management decisions, boosting the discoverability of high-performing offers and filtering out the "worst of the worst" in order to protect the customer experience, while providing targeted insights and coaching to sellers so that they have the necessary information to improve performance, win sales, and scale their businesses.

This role will require the Program Manager to work closely with tech, Business Analytics, Product Managers and other Program managers globally in developing new performance measurement signals that would enable sellers to measure their performance with respect to Customer Service, Shipping and Delivery. In addition, you will interface regularly with country leadership and stakeholders from Amazon stores around the world, and you will work with our performance team to help identify new signals that will help us make holistic performance evaluations internally and deliver performance insights externally to buyers and sellers.

This is a global role that will drive critical buyer- and seller-facing work, with high visibility to senior leadership. You will have the opportunity to innovate and think big on behalf of millions of buyers and sellers on a global scale. The successful candidate will have a track record working across multiple partner and stakeholder teams to prioritize, manage expectations, and drive improvements in a timely and efficient manner.

Key job responsibilities
- Coordinate cross-team efforts in improving seller performance by building visibility to new signals and thereby improving customer experience.
- Work with Data Science and analytics teams in developing strategies to improve performance visibility while showcasing new performance insights.
- Deep diving and communicating recommendations to maximize the impact of providing buyers with trust- and confidence-building seller performance signals in a highly visible space across our stores
- Develop best practices to foster, manage, track and measure success.
- Partner with business/operations/product and program teams to consult, develop and implement KPI’s, automated reporting/process solutions and data infrastructure improvements to meet business needs.
- Actively identify and resolve issues that may impair the team’s ability to meet strategic, financial, and technical goals. Identify and implement process improvements and opportunities for innovation and simplification.

A day in the life
Your day would require you to strategize and develop a vision for seller performance enhancement by providing visibility to them about their performance. You will be required to partner closely with Business Analytics in developing pipelines for building new signals and the tech team in doint the front end and back end for developing this interface. You will work with WW legal in aligning with them about the signals that we would showcase and being compliant. You also so be involved in working with stakeholders across the globe in marketing our products.
Collaborate with Trust and Marketing teams to review perception metrics and plan awareness initiatives. Join global syncs with operations teams to monitor processing efficiency and automation opportunities. Partner with product managers and engineers to track the progress of new features and improvements in the claims experience. Review escalations with seller support teams and analyze the effectiveness of recent process improvements.

About the team
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. Our unique backgrounds and perspectives strengthen our ability to achieve Amazon's mission of being Earth's most customer-centric company. Amazon’s Perfect Order Experience team, under CTPS, works to ensure that Customers can buy with confidence on Amazon. - 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
- Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL
- Experience defining program requirements and using data and metrics to determine improvements

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