Senior Program Manager, Risk Content Management
Amazon
San Jose, CR
hace 3 días

About the team :

Customer Trust & Partner Support (CTPS) is responsible for creating a trustworthy shopping experience across Amazon stores worldwide by protecting customers, brands, selling partners and Amazon from fraud, counterfeit, and abuse as well as empowering, providing world class support, and building loyalty with Amazon’s millions of selling partners.

We value individual expression, respect different opinions, and work together to create a culture where each of us is able to contribute fully.

Our unique backgrounds and perspectives strengthen our ability to achieve Amazon's mission of being Earth's most customer-centric company.

About the role :

The Senior Program Manager has overall responsibility for the tools and technology used by the Risk Content Management (RCM) team.

The RCM team produce documentation of standard operating procedures (SOPs) for risk investigators, and the development and translation of email templates and attributes that are sent to our global customers.

You will be responsible for selecting and implementing tools and software to be used for authoring, publishing, project management, etc.

These tools and software will support the different types of content the team creates, promote content reuse, and prepare the organization for large-scale expansion projects.

This work will include building a strategic vision, defining the technology capabilities needed to achieve this, and the inspection mechanisms to measure success or identify opportunities.

You will balance the end user experience against the experience of RCM Content Developers. You will build collaborative relationships with partners, working closely with them to create and execute a thriving project roadmap.

You will also prepare and present regular program updates to senior management.

The ideal candidate for this role will :

  • Identify and analyze data and anecdotal input from customers to identify and isolate issues, test solutions, and prioritize program opportunities.
  • Create, maintain, and disseminate project information to stakeholders and senior management.
  • Plan and manage multiple parallel projects and remove blockers from moving forward.
  • Interact with stakeholders at multiple levels and dynamically lead business, product, and technical teams to define and deliver solutions.
  • Remain flexible to changing priorities, open to new ideas and have the customer's success firmly in your focus.
  • Anticipate bottlenecks, provide escalation management, anticipate and make trade-offs, and balance the business needs versus technical constraints.
  • Maximize resources for the greater good of the organization.
  • Key job responsibilities

  • Identify and analyze data and anecdotal input from customers to identify and isolate issues, test solutions, and prioritize program opportunities.
  • Create, maintain, and disseminate project information to stakeholders and senior management.
  • Plan and manage multiple parallel projects and remove blockers from moving forward.
  • Interact with stakeholders at multiple levels and dynamically lead business, product, and technical teams to define and deliver solutions.
  • Remain flexible to changing priorities, open to new ideas and have the customer's success firmly in your focus.
  • Anticipate bottlenecks, provide escalation management, anticipate and make trade-offs, and balance the business needs versus technical constraints.
  • Maximize resources for the greater good of the organization.
  • About the team

    We are the Risk Content Management team. Our mission is to create trustworthy, discoverable knowledge that empowers our customers to make the right decisions.

    Our work includes the documentation of standard operating procedures (SOPs) for risk investigators, and the development and translation of email templates (blurbs) sent to our global customers.

    We also own email attributes (from and reply-to email addresses, subject lines, and signatures) for some of the functions we support.

    BASIC QUALIFICATIONS

  • Experience implementing repeatable processes and driving automation or standardization
  • 5+ years of experience in program or project management
  • A Bachelor’s degree or higher
  • Experience owning program strategy and end to end delivery
  • Experience defining and executing against program requirements
  • PREFERRED QUALIFICATIONS

  • Experience with content management systems, HTML, XML, and DITA.
  • Ability to think and act both strategically and tactically.
  • Excellent oral and written communication skills.
  • The ability to motivate and inspire large groups of people.
  • Experience working as part of a global team.
  • Experience creating and refining content products to meet customer needs; acquiring customer feedback to drive innovation.
  • Ability to understand complex applications and system concepts.
  • Ability to work independently and demonstrate sound judgment in ambiguous situations.
  • Experience working with multiple and / or global stakeholders.
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