Description

The Trusted Order & Remediation Experiences (TORX) team owns the buyer and seller experience for fulfillment quality and customer service quality. We help ensure that buyers have a perfect order experience whenever they purchase from Amazon. We ensure sellers meet our high bar for quality and accuracy of fulfillment, speed and accuracy of delivery, and easy of returns/exchanges if their purchase doesn't meet their expectations for any reason. We own seller-facing policies that lay out minimum order performance standards, build products and tools that help them succeed, and enforce our policies when necessary.

This Policy Manager will support the work we're doing to guide our buyers to perfect order experiences and give them confidence they will be protected if something goes wrong. This role will support the product and program teams working on Amazon's A-to-z Claims Guarantee, Seller Profile Page, Seller Reviews, and Order Performance. An ideal candidate will combine a passion for protecting customers, an ability to think big, exceptional organizational skills, and the desire to continuously improve our policies to protect customers while also removing unnecessary friction and barriers for our Selling Partners.

This is an exciting opportunity to impact our global population of buyers and sellers. The successful candidate will have a track record of delivering results by working across multiple partner and stakeholder teams to prioritize, manage expectations, and drive improvements in a timely and efficient manner. In addition, we are looking for a team member who can think big, dive deep, and invent & simplify.

Key job responsibilities

• Develop and maintain key relationships with internal stakeholders locally and around the world

• Partner with product and program teams to develop policies in an ambiguous space, spotting risks and working with Legal, PR, and other partner teams to weigh tradeoffs and align on solutions.

• Create policies, standard operating procedures, investigator trainings and guidance, seller-facing communications and buyer messaging to build confidence in Amazon's selling partners and enable their businesses to grow.

• Dive deep into data to find patterns for the challenges that buyers face while shopping on Amazon.

• Conceptualize and launch programs to resolve customer issues. Track program progress and provide visibility to leadership

• Act as primary liaison between program/product teams and operations.

• Communicate with Seller Support and account managers, handling escalations from stakeholder teams.

About the team

The Order Performance team was started in 2021 and continues to grow and increase its scope. We are highly visible to Leadership and work in a problem space that is complex, dynamic, global, and high-impact. The team itself is brilliant, hard-working, resilient, fun, energetic, diverse, and prioritizes personal health and wellness above all else.

We are open to hiring candidates to work out of one of the following locations:

Arlington, VA, USA | Dallas, TX, USA | Seattle, WA, USA

Basic Qualifications

• Bachelor's degree

• 6+ years in a policy, risk management, or program management role

• Excellent written and verbal communication skills with the ability to present information clearly and concisely

• Proven experience applying top-tier critical thinking skills to develop new policies and drive policy/process improvements at a global scale

• Proven ability to work autonomously, triage and prioritize work

• Experience driving complex projects involving multiple stakeholders

• Demonstrated ability to identify, mitigate, and manage business risks and tradeoffs in a high-pressure environment

• Proven track record of delivering projects within scope, time, budget and quality

Preferred Qualifications

• Advanced degree in a relevant field (i.e. MBA, JD, MA, Public Policy, etc.).

• Experience in a fast-paced retail, e-commerce, or startup role, including in legal, IP protection, counterfeit protection, investigations, claims, and abuse roles.

• Experience writing and presenting highly technical and complex topics in an easy-to-understand manner

• Proven analytical skills and comfort in deriving insights from quantitative data

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 $66,800/year in our lowest geographic market up to $142,800/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.