Sr. Program Manager, Customer Trust Ext Relations

Experience defining and executing program requirements
- Experience using data and metrics to determine and drive improvements
- Experience owning program strategy, end to end delivery, and communicating results to senior leadership
- Experience in complex problem solving, and working in a tight schedule environment
- 3+ years of experience in program or project management

Customer Trust External Relations (CTXR) ensures global thought-leaders, brands, policymakers, regulators, consumer advocates, and media understand how Amazon delivers our trustworthy shopping experience by (1) delivering evidence and telling stories that persuasively demonstrate the reality of the customer-obsessed tools our teams build to protect our customers, brands, and selling partners, (2) accelerating and strengthening third-party, influential relationships and partnerships all over the world that raise the bar for retail to consumers’ benefit, and (3) serving as a “voice of the customer” for product and tech teams.

This role is an integral part of the CTXR team working on improving perception in Europe and the UK of Amazon’s efforts around brand protection and anti-counterfeits, trustworthy reviews, product safety, and scam prevention, ensuring that customers can buy with confidence in Amazon’s stores.

Key job responsibilities
- Deep dive current process to identify gaps and use program management best practices to build, improve, streamline or eliminate excess mechanisms and SOPs to enable coordination at scale, support the EU-UK roadmap, and execute and iterate to continuously improve.
- Lead ambiguous and undefined problems to resolution in constantly changing, multi team-based environment, work backwards from customer needs to deliver high quality outputs.
- Create and maintain a unified roadmap for regional strategy across multiple focus areas to enable insights that can be scaled to other countries, and surface the region’s key trends and “watch outs” ahead of time.
- Create and drive integrated project plans with clear, measurable success criteria across multiple initiatives in multiple regions, actively identifying and resolving or escalating gaps or dependencies between projects, act on any not being tracked/actioned.
- Support mechanisms and implementation activities, processes, documentation and communications for program projects, ensuring to leverage shared resources and learnings to drive scale at speed, as well as contribute new playbooks and SOPs to drive improvements in other regions.
- Ensure proper Key Performance Indicators are set and measured, regularly report on status against program objectives.
- Launch, support day-to-day, and ensure inspection of partnerships with third-party organizations and advocacy groups, leveraging internal teams and partners, as well as shared resources
- Track voice of the customer (VoC) qualitative and quantitative data with focus area teams to influence technical or policy solutions that deliver solutions for regional stakeholders
- Maintain and drive inspection of key program artifacts and produce work for larger team’s operating mechanisms (business reviews, finance inspections, goal management)
- Own specific high-priority cross-region initiatives from planning through delivery as needed.
- Draft documents for leadership (L8+) to highlight key projects, updates and new ideas.
- Communicate effectively across multiple levels of organization and partner teams, building trust, and generating buy-in for the program vision.
- Have strong analytical skills and ability to translate metrics and trends into improvement opportunities.
- Proactively measure and analyze data, identify risks/issues, provide solutions, resolve risks/issues, and overcome hurdles to drive results.
- Bring a high energy, results-oriented and resourceful mindset and quickly take control of your responsibilities.

Luxembourg, LUX
- PMP or other Program Management certification
- Experience working with SQL, including large datasets and parsing and understanding data trends
- Experience leading large, complex initiatives with limited or ambiguous data
- Experience presenting and defending a business case to leadership
- Experience with continuous improvement concepts and in practice (for example, Lean Six Sigma)