Principal Program Manager, Guaranteed Remediation Experience (Grx)

DESCRIPTION

ABOUT THE TEAM

Guaranteed Remediation Experience (GRX) provides Amazon's primary mechanism for protecting customers when they encounter a negative order experience. We focus on helping Customers easily report a problem when something goes wrong, Sellers to effectively resolve these problems for our customers, and Amazon systems & associates to efficiently adjudicate decisions where we need to step in! Because of the customer experience & financial impact of this product, as well as the opportunities to test integration points upstream, parallel, and downstream - this is an exciting opportunity for a Principal Program Manager to enter the team, think big, simplify & reinvent, and help set the future vision for the program!

As the Principal Program Manager, you will play a critical role in driving the growth and seamless integration of Remediation As A Service (RaaS) across Amazon's diverse business units. Your responsibilities will include managing existing partnerships, streamlining onboarding processes for new businesses, and ensuring alignment with key stakeholders across various Amazon programs.

Key job responsibilities

• Seamless Integration: Lead the expansion of RAAS by ensuring its smooth integration with existing services as Amazon's business portfolio grows. Optimize and manage current partnerships to support this expansion.

• Onboarding Efficiency: Develop and implement standardized onboarding processes to enable new Amazon businesses to integrate RAAS quickly and effectively.

• Stakeholder Collaboration: Work closely with key stakeholders across Amazon's programs to align goals and ensure a unified approach to RAAS integration.

• Global Program Launch: Conduct thorough research to understand regional needs, regulations, and customer expectations. Ensure new program launches comply with local laws and consumer protection standards.

• Warranty Policy Development: Create adaptable, standardized warranty policies that maintain global brand consistency while meeting local market requirements.

• Go-To-Market Strategy: Design a global launch strategy that includes region-specific marketing campaigns and aligns with internal teams, such as legal, finance, logistics, and customer service, for coordinated execution.

• Team Leadership: Establish and lead a focused team dedicated to aligning the vision, setting priorities, and driving the success of the RAAS expansion.

About the team

Here at Selling Partner Services, we embrace our differences. We are committed to furthering our culture of inclusion. We have 14 employee-led affinity groups, reaching 10,000+ employees in chapters globally. We have innovative benefit offerings, and we host annual and ongoing learning experiences, including our DEI Ambassador Program. Amazon's culture of inclusion is reinforced within our 16 Leadership Principles, which remind team members to seek diverse perspectives, learn and be curious, and earn trust.

BASIC QUALIFICATIONS

• 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

PREFERRED QUALIFICATIONS

• Experience delivering projects within scope, time, budget and quality

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $124,900/year in our lowest geographic market up to $206,500/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.