Process Ops Program Manager, KYC Process OPS

We are seeking a Program Manager who will be part of Global Process Owner team for our Know Your Customer (KYC) function within VRMO. The organization is responsible for making Amazon the safest and most trusted place on Earth by protecting the innocent and deterring the 'ill-intentioned'. Protecting the interests of the end users is our top priority, balance it by being compliant and giving a great customer experience. Our team achieves this objective through a combination of automated and manual investigations of the seller transactions for our marketplace.

In this role, you will be responsible for the operational process management and improvement for the KYC program. You will be responsible for the design, implementation and improvement of the initiatives. The key responsibility of the role will include: (1) focus on incoming/new program initiatives to "operationalize" into the function; (2) productivity and efficiency improvements of the functional process they own; (3) incoming volume control management with program owners; (4) governance of the KYC program from Ops perspective: process, tools, audit, inspection, mechanisms; (5) effective design, implementation, execution of the Change Management related to KYC process from an operational perspective. In this role, you will need to demonstrate the ability to dive deep to understand the details of the KYC process, identifying opportunity for improving the process leveraging data as well as the ability to think big, coming up with big and innovative ideas to transformation the KYC process, balancing great customer experience as well as operational effectiveness for the KYC process (quality, cost, productivity).

Key job responsibilities
1. Program Management & Implementation: Support KYC operations management, including new verification launches and operational readiness. Drive seamless implementation of initiatives into Global RCO KYC Operations, managing tool deployments and system integrations.
2. Process Optimization & Efficiency: Spearhead productivity improvements and operational excellence through data-driven optimization and automation initiatives.
3. Governance Framework Management: Establish and maintain comprehensive KYC governance frameworks including process documentation, tools management, and quality controls. Implement effective audit mechanisms and inspection protocols to ensure operational compliance and standardization.
4. Change Management Leadership: Design and execute change management strategies for program adjustments and process improvements. Ensure effective communication and adoption of changes while managing stakeholder expectations and training requirements.
5. Cross-functional Collaboration: Coordinate cross-functional initiatives and maintain alignment of goals across different departments.
6. Strategic Partnership Management: Partner with KYC Functional Ops Leader, Business Stakeholders, and Finance throughout the project lifecycle. Manage stakeholder relationships from project
7. Continuous Improvement Drive: Lead process redesign initiatives and implement technological innovations to enhance operational efficiency. Track and optimize performance metrics while driving automation and best practice implementation.- Bachelor's degree
- Large scale project management experience in leading multi-organizational initiatives, and driving team accountability to achieve impactful goals
- Experience working in an Operations environment, driving improvements that have resulted in measurable business impact
- Proven analytical aptitude, including the ability to mine and analyze large, complex data sets
- Six sigma black belt level capabilities in deconstructing processes and metrics, to identify areas of opportunity and lead the development and implementation of new processes
- Good oral, written and interpersonal communication skills
- Demonstrated ability to work well in a team environment and work under tight deadlines
- Influencing skills and negotiation skills
- Ability to drive projects efficiently in a cross-functional environment by establishing respect and confidence in the business and technical communities
- Ability to motivate and focus people resources where there is no direct reporting relationship
- 3+ years experience in program or project management
- Experience defining program requirements and using data and metrics to determine improvements
- 3+ years experience working cross functionally with tech and non-tech teams- Proven analytical aptitude, including the ability to mine and analyze large, complex data sets ·
- Influencing skills and negotiation skills ·
- Ability to motivate and focus people resources where there is no direct reporting relationship ·
- MBA or Masters degree in related field · Certified Project Management Professional (PMP) ·
- Certified Six Sigma Black Belt
- Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon

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