Senior Program Manager, A-to-z Guarantee

A-to-z Guarantee is Amazon's primary mechanism for protecting customers when they encounter a negative order experience with a third-party seller. We focus on helping Customers easily report a problem when something goes wrong, Sellers to effectively resolve these problems for our customers, and Amazon systems & associates to efficiently adjudicate decisions where we need to step in Because of the customer experience & financial impact of this product, as well as the opportunities to test integration points upstream, parallel, and downstream – this is an exciting opportunity for a Business Analyst to enter the team, take ownership of the problem space, simplify & reinvent, and help drive exciting results for the program

Key job responsibilities

• Strategic Leadership & Program Management: Develop and implement comprehensive strategic roadmaps for the A-to-z Guarantee program. Manage the entire lifecycle of projects from conception to delivery, ensuring alignment with program goals. Conduct regular reviews with senior leadership, including Directors and VPs, to communicate progress and strategic direction.

• Customer & Seller Experience Enhancement: Spearhead initiatives to improve customer and seller experiences across multiple dimensions, including defect reduction, claim avoidance, remediation processes, and cost efficiency. Collaborate with product managers to define and execute improvement roadmaps that address key pain points and drive satisfaction.

• Cross-functional Collaboration: Foster strong partnerships across various teams including policy, product, legal, customer support, and seller support. Coordinate efforts to develop and implement KPIs, process improvements, and innovative solutions. Act as a central point of contact to facilitate communication and resolve conflicts between partner teams.

• Process Optimization & Innovation: Identify opportunities for automation and efficiency improvements throughout the A-to-z Guarantee program. Develop and implement best practices for program management and execution. Design innovative solutions such as closed-loop mechanisms for warranty claims and cost-effective concession strategies.

• Analytics & Reporting: Establish robust KPIs to track program performance and success. Conduct regular customer and seller surveys to identify areas for improvement. Leverage data analysis to drive decision-making and strategy development. Create and present comprehensive performance metrics to stakeholders at all levels.

• Risk Management & Protection: Ensure the A-to-z Guarantee program effectively protects customers from fraud, counterfeit products, and abuse. Develop and implement security measures for third-party seller transactions. Continuously monitor and improve claim filing processes while maintaining compliance with legal and policy requirements.

• Trust Building & Marketing: Work closely with trust and marketing teams to enhance the perception of the A-to-z Guarantee program among customers and sellers. Develop and execute initiatives to increase awareness and understanding of the program. Lead experiments and campaigns to improve program effectiveness and close the trust gap between Retail and third-party sellers.

A day in the life
Your day revolves around driving customer trust and seller success through the A-to-z Guarantee program. Start with a team standup to align on priorities and address any immediate concerns. Participate in data review sessions with analytics teams to track program health metrics, including claim volumes, resolution rates, and customer satisfaction scores. Connect with Policy and Legal partners to navigate regulatory requirements while implementing customer experience improvements.

Collaborate with Trust and Marketing teams to review perception metrics and plan awareness initiatives. Join global syncs with operations teams to monitor processing efficiency and automation opportunities. Partner with product managers and engineers to track the progress of new features and improvements in the claims experience. Review escalations with seller support teams and analyze the effectiveness of recent process improvements.

Between meetings, you'll work on strategic documentation, prepare executive updates, and respond to time-sensitive issues. The role requires constant balancing of immediate operational needs with long-term strategic initiatives, all while ensuring the A-to-z Guarantee program maintains its position as a cornerstone of customer trust on Amazon's marketplace.

Work hours are 4:00 PM to 2:00 AM (evening/night shift)

About the team
Guaranteed Remediation Experience (GRX) provides Amazon's primary mechanism for protecting customers when they encounter a negative order experience. We focus on helping Customers easily report a problem when something goes wrong, Sellers to effectively resolve these problems for our customers, and Amazon systems & associates to efficiently adjudicate decisions where we need to step in Because of the customer experience & financial impact of this product, as well as the opportunities to test integration points upstream, parallel, and downstream.

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

Preferred Qualifications:
- 2+ years of driving process improvements experience
- Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field

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