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Are you passionate about improving the customer experience? Do you like to dive deep to understand how customer-centric solutions drive measurable results? Does coordinating projects across teams and countries sound exciting to you? If so, the Concessions Abuse Prevention (CAP) team is looking for a Senior Program Manager to lead the development and implementation of a roadmap to improve CAP operational quality, specifically focused on the accuracy of CAP decisions. The role identifies and drives improvements to metric coverage as well as performance. The role will partner closely with the product as well as data science teams to identify inputs, define actions, and improve performance. CAP is a team within the broader Customer Service (CS) organization focused on minimizing the abuse of Amazon\'s return policies and ensuring a great customer experience. The candidate for this position will possess deep knowledge and expertise in designing and implementing effective programs and mechanisms, and is expected to develop a broad understanding of business and operations across the organization. The ideal candidate sees around corners, is biased for action in ensuring the team is set up for success in achieving our goals, and earns trust through broad stakeholder influence. The role drives programs critical to the overall success of the organization and will get exposure to senior leadership across the broader CS organization in which we sit. In this role, you will collaborate with numerous business, product, tech, and data science teams both inside and outside CS to identify, define and specify solutions. You will build collaborative relationships with the business teams, working closely to create and execute a program roadmap. You will prepare and provide regular program updates to senior management. You will also have proven ability to assess situations and guide teams toward both short-term and longer term systemic changes. As a disruptive leader you will stimulate and pioneer innovation and be an active voice and member of the CAP and Secure Delivery leadership team. Key job responsibilities Deep dive on new trends and identifies process improvement and new initiative opportunities through review of customer escalation Solve complex problems by building scrappy and effective models while maintaining focus on long term scalable solution Create and maintain project documentation such as project plans, functional requirements and specifications, gap and dependency analyses, risk analyses, project briefs, and periodic reports Engage directly with key resources to proactively identify, analyze, and creatively solve initiative blockers Fully define project scope and deliverables; stakeholders and project resources; gather, analyze, and prioritize customer and program requirements Implement, modify, or develop new processes as necessary to provide the ability to reduce abuse risk and improve the customer experience Enhance, track, and report on metrics, which are key performance indicators, allowing performance improvements so that the desired outcomes are achieved to plan and, in a timely manner Create policies, strategies, and processes to protect buyers and enable business growth Partner with Legal, and PR, to review policies and processes to offer the best customer experience 5+ years of program or project management experience Experience using data and metrics to determine and drive improvements Experience owning program strategy, end to end delivery, and communicating results to senior leadership Bachelor\'s degree Experience in complex problem solving, and working in a tight schedule environment 2+ years of working cross functionally with tech and non-tech teams experience 2+ years of driving process improvements experience Master\'s degree, or MBA in business, operations, human resources, adult education, organizational development, instructional