Senior Program Manager, Guaranteed Remediation Experience (GRX)

$104,100 - $185,000/Yr

Amazon - Seattle, WA

Full-time - Mid Level

Seattle, WA

10,001+ employees

Sporting Goods, Hobby, Musical Instrument, Book, and Miscellaneous Retailers

About the position

The Senior Program Manager for Guaranteed Remediation Experience (GRX) at Amazon is responsible for enhancing customer and seller experiences related to order issues. This role involves strategic ownership of program improvements, including reducing claim resolution times and expanding the program globally. The manager will work across various departments to implement innovative solutions and ensure effective communication with stakeholders, ultimately driving the program's success in a complex environment.

Responsibilities

• Develop and implement a strategic roadmap to enhance customer and seller experiences.
• Work closely with stakeholders across insurance, risk, operations, policy, legal, customer support, and seller support to execute plans and develop best practices.
• Partner with cross-functional teams to consult, develop, and implement KPIs, automation, and process improvements.
• Own the overall strategy of the program and manage all stages from concept to delivery.
• Regularly communicate project status and conduct program reviews with stakeholders, including directors and VPs.
• Assume end-to-end ownership of customer and seller experience improvements and goals.
• Expand the program to global marketplaces, demonstrating strategic decision-making and effective stakeholder management.
• Design and implement a playbook to scale the program expansion to remaining global marketplaces.

Requirements

• 5+ years of program or project management experience
• Experience using data and metrics to determine and drive improvements
• Experience owning program strategy, end to end delivery, and communicating results to senior leadership
• Knowledge of Excel at an intermediate level (e.g., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, etc.)

Nice-to-haves

• 2+ years of driving process improvements experience
• Experience managing insurance-related products or services.

Benefits

• Comprehensive medical, financial, and other benefits
• Equity and sign-on payments as part of total compensation package
• Work-life balance initiatives
• Employee-led affinity groups and DEI programs
• Career growth and mentorship opportunities