Program Manager, Product Complaint Rate, Shopping

Position: Program Manager, Product Complaint Rate, Trustworthy Shopping Experience
Description

Product Complaint Rate (PCR) programs' mission is to provide buyers a perfect order experience so that they can shop with confidence on Amazon. We do this by ensuring that buyers receive authentic products in the condition and with the functionality they expect, and by quickly making things right when they don't. Our vision is to enable well-intentioned sellers to deliver high-quality products without business interruption while preventing bad actors from selling on Amazon.

Our ideal candidate possesses strong business judgment, analytical thinking, and has experience succeeding in a customer-driven workplace under tight deadlines. Success in this position relies on excellent judgment to plan and execute deliverables, working independently to gather data and derive insights, prepare roadmaps, and align stakeholders.

The candidate will be responsible for a wide range of duties related to deploying enhanced detection models and root cause attribution infrastructure to reduce uncategorized customer complaints, establishing clear accountability across seller, fulfillment, and PDP touchpoints, driving cross-channel accountability, and implementing a unified remediation strategy that combines seller-facing dashboards, expanded partnerships, enhanced automation, and re-stumble prevention mechanisms.

Basic Qualifications

- 3+ years of program or project management 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 using data and metrics to determine and drive improvements

- Experience working cross functionally with tech and non-tech teams

Preferred Qualifications

- 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

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

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  (Use the "Apply for this Job" box below).  for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave.

Learn more about our benefits at   .

USA, WA, SEATTLE - 82,700. USD annually

USA, WA, Seattle - 82,700. USD annually