Program Manager - II HCTP Category Excellence
Program Manager - II HCTP Category Excellence
Posted on :
22-04-2025
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1 Vacancy
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Job Description
At Amazon our vision is to be earths most customer centric company. In pursuit of the same we constantly challenge ourselves to build/enable paradigm changing customer experiences such as payment on delivery no questions asked returns instant refunds and various others. While such customer centric policies build trust with our customers these are also taken advantage of by various bad actors (buyers sellers vendors etc). Such abuse/misuse of our policies results in increasing the cost of our operations.
At HCTP Category Excellence we aspire to reduce cost of customer returns & associated business waste to zero zero defects zero waste zero abuse to deliver a sustainable customer experience. We build influence across Amazon various products & policies that get us closer to this aspiration. We measure our progress by relentlessly focusing on various performance/operational metrics delivering positive P&L impact while maintaining our highest bar on customer experience.
As a Program Manager you will be a core member of the HCTP Category Excellence Team. You will design & deliver on a strategy for Amazon to reduce returns related costs with a key focus on preventing misuse/abuse of Amazon policies. You will be the singlethreaded owner for multiple performance/operating metrics focused on reducing cost of returns & designing CX journeys with new interventions. You will run multiple highimpact highvisibility programs collaborating with various crossfunctional teams at Amazon (Category Operations Customer Service Machine Learning Abuse Prevention/Investigation etc) taking highjudgement yet databacked decisions. This role requires working closely with various senior leaders driving key debates & enabling multistakeholder buyins on various policies that impact P&L/key customer experiences.
Key job responsibilities
Amazon is looking for a Program Manager in the HCTP (High Consideration Technical Products) Category Excellence team. This opportunity is ideal for candidates looking to have a steep learning curve expand their knowledge of retail ecommerce & customer behavior and derive insights from data to influence key business decisions for Amazon customers and derive continuous improvement using data analysis.
Are you customer obsessed flexible smart and analytical strategic yet focused and passionate about ecommerce then come join us in our mission to be Earths most customercentric company where customers can find and discover anything they might want to buy online and endeavors to offer its customers the lowest possible prices.
A day in the life
Key job responsibilities
Operate as a singlethreaded owner to drive & deliver business goals endtoend.
Collaborate/influence various stakeholder teams across IN/WW to design programs/products/policies to reduce cost of returns.
Develop highconfidence annual operating plans that have measurable impact on key metrics reducing defects/misuse/abuse.
Monitor/swiftly act on changing abuse patterns that risk Amazons P&L.
Own various business reviews & documents that articulate clearly program goals desired outcomes risks & mitigation plans.
Advise & influence leadership/stakeholder teams on various tradeoff decisions.
Monitor industry changes & trends to drive key policy implementations.
About the team
HCTP Category Excellence team is a group of highly motivated and dedicated individuals from diverse backgrounds. The team takes pride in improving the experience of millions of customers on a daily basis by aiding them in making an informed purchase decision and providing customers with a seamless post purchase experience on all types of high consideration technical products (e.g. mobile phones laptops TVs etc). The team has high visibility across the org and is an ideal place for individuals to grow and utilize their full potential.
3 years of program or project management experience
3 years of working cross functionally with tech and nontech 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
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
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process including support for the interview or onboarding process please visit for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.
At HCTP Category Excellence we aspire to reduce cost of customer returns & associated business waste to zero zero defects zero waste zero abuse to deliver a sustainable customer experience. We build influence across Amazon various products & policies that get us closer to this aspiration. We measure our progress by relentlessly focusing on various performance/operational metrics delivering positive P&L impact while maintaining our highest bar on customer experience.
As a Program Manager you will be a core member of the HCTP Category Excellence Team. You will design & deliver on a strategy for Amazon to reduce returns related costs with a key focus on preventing misuse/abuse of Amazon policies. You will be the singlethreaded owner for multiple performance/operating metrics focused on reducing cost of returns & designing CX journeys with new interventions. You will run multiple highimpact highvisibility programs collaborating with various crossfunctional teams at Amazon (Category Operations Customer Service Machine Learning Abuse Prevention/Investigation etc) taking highjudgement yet databacked decisions. This role requires working closely with various senior leaders driving key debates & enabling multistakeholder buyins on various policies that impact P&L/key customer experiences.
Key job responsibilities
Amazon is looking for a Program Manager in the HCTP (High Consideration Technical Products) Category Excellence team. This opportunity is ideal for candidates looking to have a steep learning curve expand their knowledge of retail ecommerce & customer behavior and derive insights from data to influence key business decisions for Amazon customers and derive continuous improvement using data analysis.
Are you customer obsessed flexible smart and analytical strategic yet focused and passionate about ecommerce then come join us in our mission to be Earths most customercentric company where customers can find and discover anything they might want to buy online and endeavors to offer its customers the lowest possible prices.
A day in the life
Key job responsibilities
Operate as a singlethreaded owner to drive & deliver business goals endtoend.
Collaborate/influence various stakeholder teams across IN/WW to design programs/products/policies to reduce cost of returns.
Develop highconfidence annual operating plans that have measurable impact on key metrics reducing defects/misuse/abuse.
Monitor/swiftly act on changing abuse patterns that risk Amazons P&L.
Own various business reviews & documents that articulate clearly program goals desired outcomes risks & mitigation plans.
Advise & influence leadership/stakeholder teams on various tradeoff decisions.
Monitor industry changes & trends to drive key policy implementations.
About the team
HCTP Category Excellence team is a group of highly motivated and dedicated individuals from diverse backgrounds. The team takes pride in improving the experience of millions of customers on a daily basis by aiding them in making an informed purchase decision and providing customers with a seamless post purchase experience on all types of high consideration technical products (e.g. mobile phones laptops TVs etc). The team has high visibility across the org and is an ideal place for individuals to grow and utilize their full potential.
3 years of program or project management experience
3 years of working cross functionally with tech and nontech 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
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
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process including support for the interview or onboarding process please visit for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.
Required Experience:
Manager
Employment Type
Full-Time
Key Skills
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