Senior Program Manager, RBS Defect Reduction
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Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
Amazons Retail Business Services (RBS) team is looking for a Senior Program Manager to own and drive the Fix-Purchase program.
StoreWalks FIX is part of the StoreWalks organization which focuses on eliminating customer experience defects across the shopping journey. The StoreWalks FIND organization our sister team identifies defects using AI-driven detection systems at scale. FIX owns the next stepdriving resolution and prevention.
We focus on defects that appear even before customers begin their shopping journey on . For example when a viral trend emerges we ensure those products are discoverable and available to customers proactivelydelighting them before they even search. Across the journey from discovery to evaluation to purchase we address customer drop-offs and work to improve conversion and satisfaction.
This role leads the Purchase phase within StoreWalks FIX addressing customer defects and drop-offs during the purchase stage where a significant percentage of potential customers disengage.
The Purchase program manager will drive measurable reduction in customer drop-offs at the Purchase phase and enable a seamless transition from Find to Fix to Eliminate.
As a Sr. Program Manager you will own the strategy and expansion of the Fix-Purchase program (a high priority and complex program) across all Amazon marketplaces driving product and business performance and efficiency. You will partner with the StoreWalks FIND organization to understand size and root-cause discovery-phase defects. You will identify defect system owners and drive accountability through the StoreWalks Elimination Framework to fix or eliminate issues. You will work across product tech and retail teams to prioritize improvements that enhance search filter and refinement experiences reducing customer drop-offs during discovery.
A successful candidate will be an exceptional strategic thinker with business and data acumen. Key skills for the role include an extraordinary ability to deal with ambiguity analytics network effectively and influence partner teams without authority and a passion for developing a deep understanding of the business and programs. The role require candidates to be hands-on in solution development and deep dive.
Key job responsibilities
Partner with the StoreWalks FIND organization to understand size and root-cause discovery-phase defects.
Identify defect system owners and drive accountability to fix or eliminate issues using the StoreWalks Elimination Framework.
Reduce customer drop-offs during the discovery phase by improving product findability relevance and availability.
Collaborate across product tech and retail teams to prioritize fixes that improve search filter and refinement experiences.
Develop mechanisms to measure and improve defect fix rate ensuring long-term systemic elimination.
Additional details for internal candidates
Experience working with AI-driven defect detection or customer experience analytics systems.
Deep knowledge of upstream retail systems influencing discoverability and availability.
Exceptional written and verbal communication skills.
Demonstrated ability to dive deep invent and simplify and obsess over the customer experience.
- 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
- 2 years of driving process improvements experience
- Masters degree or MBA in business operations human resources adult education organizational development instructional design or related field
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.
StoreWalks FIX is part of the StoreWalks organization which focuses on eliminating customer experience defects across the shopping journey. The StoreWalks FIND organization our sister team identifies defects using AI-driven detection systems at scale. FIX owns the next stepdriving resolution and prevention.
We focus on defects that appear even before customers begin their shopping journey on . For example when a viral trend emerges we ensure those products are discoverable and available to customers proactivelydelighting them before they even search. Across the journey from discovery to evaluation to purchase we address customer drop-offs and work to improve conversion and satisfaction.
This role leads the Purchase phase within StoreWalks FIX addressing customer defects and drop-offs during the purchase stage where a significant percentage of potential customers disengage.
The Purchase program manager will drive measurable reduction in customer drop-offs at the Purchase phase and enable a seamless transition from Find to Fix to Eliminate.
As a Sr. Program Manager you will own the strategy and expansion of the Fix-Purchase program (a high priority and complex program) across all Amazon marketplaces driving product and business performance and efficiency. You will partner with the StoreWalks FIND organization to understand size and root-cause discovery-phase defects. You will identify defect system owners and drive accountability through the StoreWalks Elimination Framework to fix or eliminate issues. You will work across product tech and retail teams to prioritize improvements that enhance search filter and refinement experiences reducing customer drop-offs during discovery.
A successful candidate will be an exceptional strategic thinker with business and data acumen. Key skills for the role include an extraordinary ability to deal with ambiguity analytics network effectively and influence partner teams without authority and a passion for developing a deep understanding of the business and programs. The role require candidates to be hands-on in solution development and deep dive.
Key job responsibilities
Partner with the StoreWalks FIND organization to understand size and root-cause discovery-phase defects.
Identify defect system owners and drive accountability to fix or eliminate issues using the StoreWalks Elimination Framework.
Reduce customer drop-offs during the discovery phase by improving product findability relevance and availability.
Collaborate across product tech and retail teams to prioritize fixes that improve search filter and refinement experiences.
Develop mechanisms to measure and improve defect fix rate ensuring long-term systemic elimination.
Additional details for internal candidates
Experience working with AI-driven defect detection or customer experience analytics systems.
Deep knowledge of upstream retail systems influencing discoverability and availability.
Exceptional written and verbal communication skills.
Demonstrated ability to dive deep invent and simplify and obsess over the customer experience.
- 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
- 2 years of driving process improvements experience
- Masters degree or MBA in business operations human resources adult education organizational development instructional design or related field
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
Key Skills
- Project Management Methodology
- Project / Program Management
- Program Management
- Management Experience
- Microsoft Powerpoint
- Project Management
- Microsoft Project
- Budgeting
- DoD Experience
- Leadership Experience
- Supervising Experience
- Contracts
About Company
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