Sr. Program Manager, Financial Disputes; RBS

Job  - BLR 14 SEZ - F07

RBS Retail Efficiency team is looking for Sr. Program Manager to drive defect elimination for WW Retail under the Financial Disputes program. In this role, you will partner with upstream tech and retail teams to drive automation and efficiency, closely working with senior leadership in Retail WW to eliminate defects and deliver on business KPIs. Key success factors include performance on business goals, vendor and customer experience, and cost of operations.

• 8+ years of experience in Vendor Management and Retail Operations.
• Program management skills with the ability to influence internal and external stakeholders and drive project execution.
• Experience delivering technology-based, scalable solutions while maintaining a strong customer and business partner focus.
• Demonstrated record of leading projects at strategic and tactical levels, metrics-driven with vision to scale the business.
• Responsible for overall planning, budgeting, growth, delivery, and productivity of the program; targets on elimination of defects causing downstream payment issues for vendors.
• Engages with central product and program teams and builds customer confidence through quality delivery, robust processes, and sound reporting metrics.

• Identify system defects requiring manual efforts downstream, partner with owner teams and design solutions for WW Stores to eliminate them at the place of origin.
• Own and deliver on VIP metrics like FD Reduction, VCtS Reduction, Contact Elimination, etc.; set up review mechanisms with partner teams to drive performance.
• Lead W /M /Q  reviews for the org with senior leadership across Retail and RBS.

strives to be Earth's most customer centric company where people can find and discover virtually anything they want to buy online. By giving customers more of what they want-low prices, vast selection, and convenience-continues to grow and evolve as a world class e commerce platform.

The Retail Business Systems (RBS) group is an integral part of Amazon's online product lifecycle and buying operations. RBS's vision is to accelerate Amazon's flywheel by fixing catalog defects and scaling critical store operations through standardization, automation, and defect elimination across its selection, defect elimination, product, tech and paid selling partner support operations pillars (PSPS/AVS). The tasks handled by this group have a direct impact on Retail cost to serve, customer buying decisions and vendor experience.

This role is within the Retail Efficiency program that supports both AVS and non AVS Tier 1 vendors through providing business operations services.

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

• 2+ years of driving process improvements.
• Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field.

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.