Sr. Program Manager, SFI

The Sales & Financial Integrity (SFI) organizations mission is to build a store where abuse is economically unviable sellers compete on merit customers trust every product they see and every dollar entering moving through or leaving Amazon flows to a known and compliant entity.
The Sr. Program Manager drives continuous improvement leveraging GenAI proficiency across SFI Operations a 400 member team spanning SAP and FRM. This role is responsible for owning and driving the Operational Excellence roadmap through GenAI solutions including ownership of a $XX MM opex goal by identifying inefficiencies designing scalable solutions and embedding a culture of operational excellence and AI-first thinking across SFI Operations teams.
The Sr. PM will own a portfolio of programs covering defect elimination change management seller and customer experience improvement and GenAI adoption leveraging generative AI tools automation frameworks and machine learning capabilities to accelerate impact. They will interact with and influence stakeholders across Risk Product Program Operations Technology Analytics and Finance to deliver measurable improvements in quality productivity and cost efficiency.
The ideal candidate combines analytical depth with cross-functional leadership and demonstrated GenAI proficiency to drive measurable improvements at scale. They will own cross-functional responsibilities and be passionate about the selling partner experience innovation GenAI-driven process transformation and cross-team partnerships to deliver business impact.
The position involves regular interactions with senior management on status risks and opportunities including GenAI-driven efficiency gains. The Sr. PM is a key contributor to weekly mechanisms that aim to provide the perfect experience as Amazon launches initiatives initiates changes makes improvements across tools (including AI-powered tools) adds new features or creates and updates policies or programs.


Key job responsibilities
Process Improvement & Automation
Identify prioritize and lead operational excellence initiatives including automation defect elimination and process standardization
Design and implement lean methodologies (Six Sigma Kaizen DMAIC) to reduce waste and improve cycle times
Partner with technology teams to develop and deploy GEN AI automation solutions that reduce manual effort and improve accuracy
Conduct root cause analysis on operational defects and implement corrective/preventive actions
Serve as a liaison between operations product and technology teams to align improvement efforts with business objectives
Performance Management & Metrics
Establish and monitor key performance indicators (KPIs) for operational health including quality rates productivity AHT defect rates and SLA adherence
Build and maintain dashboards and reporting mechanisms to track initiative progress and ROI
Conduct regular business reviews (WBR/MBR) to communicate performance trends risks and mitigation strategies
Set expectations and establish a culture of operational excellence across the organization
Drive adoption of new tools processes and workflows through structured change management
Strategic Planning
Develop the operational excellence roadmap aligned with organizational goals and OP planning cycles
Manage the intake prioritization and delivery of OpEx project requests from stakeholders
Track and report on initiative savings cost avoidance and productivity improvements


- 8 years of developing program strategies and plans diving execution and influencing senior stakeholders experience
- Experience owning program strategy end to end delivery and communicating results to senior leadership
- Knowledge of general AI tools

- 8 years of driving process improvements experience
- Masters degree or MBA in business operations human resources adult education organizational development instructional design or related field

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