RCES-Escalations Program Manager II, SPTO- RCES

2 days ago

Bengaluru, Karnataka, India Amazon Full time ₹ 15,00,000 - ₹ 30,00,000 per year
As a RCES-Escalations Program Manager II in the SPTO-RCES Escalations team, you will be driving complex, high-impact projects focused on enhancing Seller Experience and reducing executive escalations in the Registrations and Verification processes. In this role, you will:

Responsibilities:
Spearhead strategic initiatives to transform Seller Experience and reduce executive escalations
Own end-to-end project management from conception through implementation
Partner with R&C Product, Tech, and Operations teams across global sites
Manage critical executive-level escalations and develop scalable solutions
Lead root cause analyses and implement preventive measures

Strategic Impact:
Develop and execute strategic roadmaps for individual projects
Drive process improvements and innovative solutions
Contribute to the evolution of Registrations and Verification products and operations
Balance operational excellence with strategic initiatives while maintaining risk management standards
The ideal candidate will demonstrate exceptional leadership abilities, strong project management expertise, and strategic thinking skills. Success in this role requires independently driving high-impact decisions in a fast-paced environment.

About the team
The Selling Partner Trust & Integrity organization balances effective fraud prevention with enabling legitimate business growth on Amazon's global marketplace. Within this framework, the Registration and Compliance Escalations Support (RCES) team handles high-priority escalations from executive, legal, PR, and regulatory channels. Working across verification, compliance, and regulatory programs, RCES collaborates with product, tech, and operations teams to resolve complex issues. Through Root Cause Analysis and Close Loop Mechanism programs, the team not only addresses immediate concerns but also implements scalable solutions to prevent future occurrences and enhance overall seller experience.

Basic Qualifications:
- 5+ 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
- Bachelor's degree
- Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL
- Experience defining program requirements and using data and metrics to determine improvements

Preferred Qualifications:
- 5+ years of driving end to end delivery, and communicating results to senior leadership experience
- 5+ 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
- Knowledge of Six Sigma tools, Lean techniques, PMP or similar standards preferred

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 for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.

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