Senior Program Manager, HCTP Category Excellence

This is a contractual role.

At Amazon our vision is to be earths most customer centric 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 Senior 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 single-threaded owner for multiple performance/operating metrics focused on reducing cost of returns & designing CX journeys with new interventions. You will run multiple high-impact high-visibility programs collaborating with various cross-functional teams at Amazon (Category Operations Customer Service Machine Learning Abuse Prevention/Investigation etc) taking high-judgement yet data-backed decisions. This role requires working closely with various senior leaders driving key debates & enabling multi-stakeholder buy-ins on various policies that impact P&L/key customer experiences.

Key job responsibilities
Key job responsibilities
- Operate as a single-threaded owner to drive & deliver business goals end-to-end.
- Collaborate/influence various stakeholder teams across IN/WW to design programs/products/policies to reduce cost of returns & customer contacts.
- Develop high-confidence 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 trade-off decisions.
- Monitor industry changes & trends to drive key policy implementations.

About the team
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.

- 5 years of working cross functionally with tech and non-tech teams experience
- 5 years of program or project management experience
- 5 years of delivering cross functional projects experience
- Experience defining program requirements and using data and metrics to determine improvements

- 5 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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