Have you ever thought about what it takes to be called the #1 most trusted company for customers? What would you do to create a trusted marketplace where millions of buyers can shop and have a perfect order experience? Amazon’s Perfect Order Experience team works to ensure that customers can buy with confidence on Amazon. We develop and implement technology innovations, programs, tools, and policies to protect the buying experience on Amazon while minimizing friction for our selling partners. Our team is constantly innovating on behalf of both buyers and sellers to solve business problems.
This role is that of the leader of Amazon’s Perfect Order Experience (POE) team in India, a part of the Trustworthy Shopping experience organization. The primary responsibility of the POE team is to provide Customers a perfect order experience, and we do this by ensuring that Customers receive authentic products in the condition and with the functionality they expect. This role will achieve this mission for Amazon’s India store.
This role will lead a regional team of risk managers , and work closely with POEs’ global Science, Product, Technology, Policy and Operations teams. In partnership with these teams, they will conceptualize, launch and execute India-specific programs, targeted at continuously improving Customer Trust and Seller experience for IN.
Will maintain close ties to our India business teams building local knowledge and understanding specific nuances/challenges and using them to drive customization of global programs/policies and launch India first initiatives.
Will also have the responsibility for tracking and delivering on India specific goals, representing POE in various India business reviews and resolving escalations from leadership.
Will drive global parity of policies and initiatives, tackle local issues, and innovate on new strategies which can be adopted by other TO regional teams around the world.
Will also contribute to the development of policies, processes and tools to address product quality challenges in collaboration with teams across Amazon.
Key job responsibilities
The key responsibilities of this leadership role are:
* Develop and maintain key relationships with internal stakeholders in the India region, particularly teams focused on third-party seller business growth and policy enforcement.
* Be an ambassador – ensuring that the team’s strategies are implemented locally, but also ensuring that problems in India are quickly identified and addressed.
* Work with local teams to develop unique strategies designed to anticipate and remove threats to great buyer experiences. Understand and explain the estimated business impact of various initiatives to key executive stakeholders.
* Develop region-specific policies and policy recommendations to improve our ability to identify and take appropriate actions against bad actor Sellers, maximize automation and efficiency in resolving issues and identify and achieve measurable goals.
* Making rapid changes to business frameworks and operational processes to counter emerging threats, making judgement calls with balancing fast actions to high severity issues and new risks with implementing precise mechanisms which do not adversely impact good Sellers.
* Building and managing the relationship with central teams (Science, Tech, Product, Policy and Operations) to prioritize tools and capabilities needed to achieve India goals.
* Lead localization efforts for policies and seller communications.
* Assist as needed in attending meetings with external stakeholders to address product quality issues.
* Develop and deliver educational and training materials for both internal and external consumption.
About the team
The Trustworthy Shopping Experience (TSE) team within SPS develops and implements technology innovations, programs, tools, and policies to protect the buying experience on Amazon while minimizing friction for our selling partners. Our team is constantly innovating on behalf of both buyers and sellers to solve business problems.- 7+ years of working cross functionally with tech and non-tech teams experience
- 7+ years of program or project management experience
- 7+ years of managing, analyzing and communicating results to senior leadership experience
- Bachelor's degree
- Experience implementing repeatable processes and driving automation or standardization
- Experience defining program requirements and using data and metrics to determine improvements- Experience delivering high complexity, high visibility projects within scope, time, budget and quality
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