Job Description
DESCRIPTION
Come help Amazon delight our customers by delivering packages faster than ever before! At Amazon, we're working to be the most Customer-centric company on the earth. One customer experience that we’re taking to a new level is how we deliver orders. Our goal is to exceed the customer expectations by ensuring orders, no matter how large or small, are delivered as quickly, accurately, and cost effectively as possible. To meet this goal, we deliver pioneering new products and services in the last mile delivery space. Amazon Flex works directly with independent contractors – called delivery partners – to make deliveries to our customers. With Amazon Flex, individuals can now be their own boss delivering Amazon packages.
Amazon Flex Fraud and Abuse Control team is looking for a Program Manager who will be responsible for establishing scalable mechanisms by partnering with Tech, BI, Science, Operations teams to detect Fraud and Abuse patterns, scope programs to enforce DPs to reduce Fraud and Abuse behavior thereby promoting delivery quality and enhance customer experience. Program Manager will relentlessly focus on continuous improvement of the programs, diving deep into issues to uncover the root cause and systematically escalate to fix underlying defects. This role requires excellent dive deep, problem-solving leveraging analytical and data driven approach, succinct narrative writing and the ability to succeed in a fast-paced environment. An ideal candidate for this role should have proven expertise collaborating cross-functionally, building scalable mechanisms and communicating to senior stakeholders.
Key job responsibilities
- Define the program (mission, vision, tenets), set objectives, analyze data and drive improvements that are quantified with metrics.
- Development of the overall program strategy and scalable mechanisms, tactically driving teams in and outside of your organization to deliver.
- Identify root causes and recognize Fraud and abuse trends through various data signals to solve ambiguous problems.
- Ability to overcome obstacles and influence stakeholders to design and implement solutions to improve customer experience.
- Work autonomously with minimal direction in an ambiguous environment, seeking to understand business problems, automation limitations, scaling factors.
- Develop, implement, and govern KPI reporting for a portfolio of programs, providing visibility to the milestones, and performance across all projects.
A day in the life
• Define KPIs to measure program success
• Review Program metrics on a weekly basis to understand trends.
• Deep dives on metrics for actionable insights and report to leadership.
• Continuously assess program effectiveness and deploys short and long term measures to fix gaps and enhance overall impact of program on Delivery quality by reducing fraud/abuse rates.
• Identify solutions that need programmatic and product interventions and partners with WW stakeholders to effectively manage program deliverables and launch tech/product enhancements.
• Consistently share program updates with Sr. leaders through program Flash and XBRs.
About the team
About the team
The Flex Fraud & Abuse Control Tech team (F.A.C.T.s) functions as the single threaded leader over Flex fraud priorities, and works with partner teams across Last & Middle Mile to implement requirements. We are responsible for technology and experiences that enable Flex to know our transporters, and detect and prevent fraudulent exploits by transporters across Flex globally. FACTs provides automated solutions to detect, substantiate, and prevent fraudulent actors/methods across the transporter journey, starting with pre-onboarding and ending with block completion and payment. We extend solutions to Last and Middle Mile where use cases overlap.
BASIC QUALIFICATIONS
- 3+ years of program or project management experience
- 3+ years of defining and implementing process improvement initiatives using data and metrics experience
- Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL
- Experience using data and metrics to determine and drive improvements
- Experience working cross functionally with tech and non-tech teams
Job Tags
Full time, Temporary work, For contractors, Flexible hours,