Amazon—Program Manager II, Buyer Abuse

Job description

Description: Amazon's Buyer Abuse Prevention (BAP) team sits within the broader Buyer Risk Prevention (BRP) organization — a centralized technology and program team whose mission is to make Amazon the safest and most trusted place worldwide to transact online. Buyer abuse is defined as the risk associated with customers repeatedly violating Amazon's policies and affecting the profitability, brand, and reputation of Amazon or its Selling Partners. BAP sits at the intersection of technology, policy, and operations to detect, investigate, and prevent abusive behaviors across Amazon. Our work directly impacts Amazon's bottom line, protecting hundreds of millions of dollars in concession losses annually while preserving the customer and seller experience. BAP is seeking an innovative, results-oriented, and customer-centric Program Manager to own and drive the Automation program across the Buyer Abuse Prevention organization. In this role, you will be responsible for scaling Amazon's ability to investigate and act on risky orders and concessions at billions-of-transactions scale — without relying on manual effort. You will define the automation strategy, manage a portfolio of automation initiatives, and balance the dual mandate of maximizing automation rate while carefully managing enforcement quality through leakage (under-enforcement) and customer experience (over-enforcement) metrics. The successful candidate will be highly analytical, resourceful, customer focused, team oriented, and have an ability to work independently under time constraints to meet deadlines. He or she will have a proven track record in taking on end-to-end ownership and successfully delivering results in a fast-paced and dynamic business environment. Key job responsibilities - Own the end-to-end Automation program strategy, roadmap, and execution across BAP, including setting goals, success metrics, and mechanisms to track progress against automation rate targets. - Balance the core automation tradeoff: maximizing automation rate while managing leakage (under-enforcement risk) and customer experience metrics (over-enforcement risk), ensuring precision thresholds are maintained across all deployed models and workflows. - Define and manage key success metrics for the Automation program, including automation rate, task coverage, precision, leakage rate, false positive rate, and customer-facing impact metrics. - Partner with Product, Engineering, Machine Learning, and Data Science teams to design, test, and launch new automation capabilities — including LLM-powered enforcement, model-based auto-decisions, and workflow automation. - Interact with key stakeholders to define the metrics, measurements, and tools to quantify automation program goals and communicate results to Senior Leaders across Amazon. - Conduct in-depth reviews of automation performance data to identify patterns, gaps, and opportunities; develop reports and narratives for leadership and partner teams. - Communicate (both verbally and in writing) program successes, failures, lessons learned, and mitigation plans to stakeholders. - Champion on behalf of Amazon and our Customers and help uncover issues currently impacting our Customer Experience as a result of automation decisions. Requirements: - 3+ years of program or project management experience - 3+ years of working cross functionally with tech and non-tech teams 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 defining program requirements and using data and metrics to determine improvements - 3+ years of driving end to end delivery, and communicating results to senior leadership experience - 3+ years of driving process improvements experience - Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization - Experience building processes, project management, and schedules Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.