Program Manager II, A-to-z Guarantee

A-to-z Guarantee is Amazon s primary mechanism for protecting customers when they encounter a negative order experience with a third-party seller. We focus on helping Customers easily report a problem when something goes wrong, Sellers to effectively resolve these problems for our customers, and Amazon systems & associates to efficiently adjudicate decisions where we need to step in! Because of the customer experience & financial impact of this product, as well as the opportunities to test integration points upstream, parallel, and downstream - this is an exciting opportunity for a Business Analyst to enter the team, take ownership of the problem space, simplify & reinvent, and help drive exciting results for the program!

Key job responsibilities
1. Deliver bar raising content with all necessary reviews and approvals, followed by implementation across relevant channels in a timely manner
2. Build and optimize the content (such as help pages, FAQs, how-to guides, customer/seller blurbs) that is visible to customers and selling partners to enhance its content, transparency, overall user experience, and consistency. Monitor performance and adapt content to drive optimal user experience and evolving customer/business needs.
3. Build and optimize relevant content (such as seller support FAQs, CS training materials) for the in-house and partner teams that interact with customers and sellers, in order to enhance transparency, responsiveness, and consistency.
4. Execute cross-functional initiatives to drive operational efficiencies or enhance CX/SX. Coordinate with teams such as customer support, seller support, and operations to execute initiatives that arise from customer/seller feedback, escalations (such as tool implementation, building mechanisms).
5. Support execution of change management initiatives, such as rolling out internal communications in collaboration with operations/editorial, build and implement training content in collaboration with LXD.
6. Support execution of continuous improvement initiatives, such as updating processes and workflows to adapt to evolving customer/seller/business needs like driving scalability, consistency.
7. Support business , operations and support adhoc escalation requirements.


About the team
Guaranteed Remediation Experience (GRX) provides Amazon s primary mechanism for protecting customers when they encounter a negative order experience. We focus on helping Customers easily report a problem when something goes wrong, Sellers to effectively resolve these problems for our customers, and Amazon systems & associates to efficiently adjudicate decisions where we need to step in! Because of the customer experience & financial impact of this product, as well as the opportunities to test integration points upstream, parallel, and downstream, - 3+ years of program or project management experience
- 3+ years of working cross functionally with tech and non-tech 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