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Description

Have you ever thought about what it takes to detect and prevent unauthorized activity among hundreds of millions of customer accounts across the globe? What would you do to increase trust in an online marketplace where millions of buyers create and sign in to shop at Amazon? How would you build systems that evolve over time to proactively identify and neutralize new and emerging bad activity.

Do you enjoy working in an entrepreneurial, fast paced environment, solving complex problems and delivering innovative solutions? Do you like to innovate and simplify?

Our mission in the Account Integrity (AIT) team is to make Amazon.com the safest place to transact online. Account Integrity safeguards every authentication event, while striving to ensure that these efforts are transparent to our customers. As such, AIT designs and builds the software systems, risk models and operational processes that minimize risk and maximize trust in Amazon.com.

As a Program Manager in AIT, you will be responsible for creating and managing roadmaps for building new solutions to prevent fraud in established Amazon stores to support new and existing bad actor prevention programs. You will be working closely with businesses and understanding the requirements, working actively with Technology, Machine learning and Operations teams, making appropriate tradeoffs to optimize business outcomes and Customer experience, and clearly communicating goals, roles, responsibilities, and desired outcomes to internal cross-functional teams. You will interact with a broad cross section of the Amazon organization as you clarify ambiguous issues and negotiate effective solutions between development and business teams. You will anticipate bottlenecks and escalate issues when required in order to ensure on-time delivery. You will create the vision for solutions that scale efficiently in the long-term while safeguarding customer trust in the short-term.

You will be responsible for analyzing and identifying specific instances of risk, broader risk trends and points of customer friction, as well as developing scalable solutions for prevention. You will need to collaborate effectively with business teams and within and outside AIT and cross-functional teams to across Amazon to solve problems, create operational efficiencies, and deliver successfully against high organizational standards. You should be able to apply a breadth of tools, data sources, and analytical techniques to answer a wide range of high-impact business questions and proactively present new insights in concise and effective manner. In addition you will be responsible for building a robust set of operational and business metrics and will utilize metrics to determine improvement opportunities.

You should be an effective communicator capable of independently driving issues to resolution and communicating insights to non-technical and technical audiences. This is a high impact role with goals that directly influences the most important investment our customers make in us -- trust.

The role requires a seasoned individual who has a track record of a high-performing Program Manager. Previous experience in analytics or software development is preferred.

Key job responsibilities

1. Own an end to end security operations program

2. Influence stakeholders to deliver high-impact, measurable security outcomes for our customers

3. Create standard procedures for the team to respond to bad actor incidents, while investing time in mechanisms that will lead to resolution of problems before they occur (proactive resolution)

4. Anticipating issues before they occur -- look around the corner for problems

5. Guide an Operations team by writing clear and concise operating procedures and business requirements

6. Develop metrics/KPIs to analyze problem hotspots

A day in the life

This Program Manager role requires the candidate to thrive under ambiguity and step up and show ownership for the problem on behalf of the customer in a well-defined problem space of high complexity. On a regular basis, the PM will drive root cause analysis, listen to customer anecdotes, and work with stakeholders across Customer Service, Technical teams and Central Identity teams to ensure that our customer accounts are safe while raising the bar on customer experience.

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

• 2+ years of managing stakeholders in cross-functional project experience

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.

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.