About Amazon.com
Amazon.com – a place where builders can build. We hire the world's brightest minds and offer them an environment in which they can invent and innovate to improve the experience for our customers. A Fortune 100 company based in Seattle, Washington, Amazon is the global leader in e-commerce. Amazon offers everything from books and electronics to apparel and diamond jewelry. We operate sites in Australia, Brazil, Canada, China, France, Germany, India, Italy, Japan, Mexico, Netherlands, Spain, United Kingdom and United States, and maintain dozens of fulfillment centers around the world which encompass more than 26 million square feet.
We want you to help share and shape our mission to be Earth's most customer-centric company. Amazon's evolution from Web site to e-commerce partner to development platform is driven by the spirit of invention that is part of our DNA. We do this every day by inventing elegant and simple solutions to complex technical and business problems. We're making history and the good news is that we've only just begun.
About the Team
The Audits and Insights team (AIT) – SPT Audit program measures accuracy of account enforcements, listing enforcements, all appeals and reinstatement decisions through audits on a statistically significant sample across Perfect Order Experience, Selling Partner Risk & Abuse, Financial Disincentives, Automated Brand Protection, Andon, Product Review Abuse, Restricted Products, Safety, Know Your Customer & Product Safety & Compliance (PSC) to name a few. We perform audits and measure the coverage and accuracy via director level goals and generate actionable insights from our audits to improve enforcement accuracy, appeal handling accuracy, First Contact Reinstatement (FCR) rate and eliminate unnecessary Seller friction by identifying ways to reduce Seller enforcements and appeals. We are committed to maintaining and advancing the trust of our Sellers by raising the bar through our Audits.
Key job responsibilities
We are looking for high-potential, flexible, innovative, and forward-thinking professional to join our team. You are expected to drive high-visibility, strategic and operational programs as well as lead process improvement initiatives. You should be equally comfortable digging into business requirements as you are driving key initiatives.
We are looking for candidates with a record of owning and executing strategic, cross-functional business and operational initiatives as well as partnering with other teams to drive key business improvement programs. This role requires working with business teams across the company to provide data driven operations support key to the success of the initiative. You will also analyze operations’ data and processes to identify key seller issues/challenges that will help us improve our processes and provide higher value to our Sellers and Buyers. This is an opportunity that requires a critical thinker with organizational, problem-solving, people management and communication skills. At the core of the position is passion for protecting Amazon’s reputation and the seller experience and trust.
Key job responsibilities
-Own the Seller and Buyer Audits process across multiple programs, insights generation through audits and drive them through to completion with respective stakeholders.
-Lead teams of dedicated program and audit leaders and ensure high quality people management , assist in their career growth through coaching and development along with driving team engagement
· Define and drive business goals and metrics that allow for accurate measurement and traction towards solving the business objectives, achieve buy-in from a broad spectrum of stakeholders and actively report progress on the goals to the senior leadership
-Ensure the sanctity of the metrics produced by the team and if required, escalate timely by identifying early warning signals
- Build a data oriented culture, adoption of business or process improvement initiatives to achieve operational and business goals
- Own and manage stakeholder communication across multiple lines of business on milestones, process changes, escalations, etc by liaising across functions to drive initiatives and help clear issues and bottlenecks
- Establish/Validate on defect mental model for new programs and ensure compliance to the mental model
- Support goals baselining along with the Audit program leads
-Monitor progress against goals, anticipate and mitigate risks.Ensure seamless delivery through effective mechanisms such as WBR/MBR/QBR
- Identify and resolve complex issues. Take swift decisions under ambiguous circumstances
-Drive key organizational metrics, initiatives & goals across hiring, training, development, employee engagement, RnR and performance management
We are open to hiring candidates to work out of one of the following locations:
Hyderabad, TS, IND
- 7+ years of program or project management experience
- 7+ years of working cross functionally with tech and non-tech teams experience
- 7+ years of team management experience
- Experience implementing repeatable processes and driving automation or standardization
- Experience defining program requirements and using data and metrics to drive improvements
- Experience managing, analyzing and communicating results to senior leadership
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