As a Manager, Program Management in the SPTO-RCES Escalations team, you will lead a team of program managers while personally driving complex, high-impact projects focused on enhancing Seller Experience and reducing executive escalations in the Registrations and Verification processes. In this dual role, you will:
Leadership Responsibilities:
Build and develop a high-performing team of program managers through mentorship, coaching, and career development
Establish team objectives and key results (OKRs) aligned with organizational goals
Drive team execution excellence and maintain high performance standards
Manage resource allocation and workload distribution across multiple projects
Individual Program Management 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 both team and 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 the ability to inspire and develop team members while 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.- Bachelor's degree or equivalent practical experience
- 7+ years of program/project management experience
- Experience managing complex, cross-functional projects with multiple stakeholders
- Strong analytical and problem-solving skills with data-driven decision making abilities
- Experience in developing and tracking program metrics and KPIs
- Proven track record of process improvement and optimization initiatives
- Excellent verbal and written communication skills, including executive-level presentations
- Experience in stakeholder management and building consensus across teams
- Demonstrated ability to work in ambiguous environments and create structure
- Experience working with global teams across multiple time zones
- Track record of implementing scalable solutions in a high-growth environment
- Experience in root cause analysis and developing mitigation strategies
- Demonstrated success in process automation and efficiency improvements- Master's degree in Business Administration or related field
- PMP or similar project management certification
- Experience with risk management and compliance processes
- Knowledge of seller verification systems and fraud prevention
- Strong understanding of technical architectures and system integrations
- Familiarity with Agile/Scrum methodologies
- Experience managing executive escalations and high-visibility issues
- Experience with data visualization tools and project management software
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