Description At Amazon, we're working to be the most customer-centric company on earth. To get there, we need exceptionally talented, bright, and driven people. Amazon is one of the most recognizable brand names in the world and we distribute millions of products each year to our loyal customers. The Financial Fraud team designs, risk models and operational processes that minimize risk and maximize trust in Amazon.com. The Program Manager will be responsible for driving global initiatives/process improvement programs focused on reducing cost by improving efficiency, improve quality of operations and improve customer experience. As Program Manager, you will be responsible for maintaining SLA, AHT and Quality for Financial Fraud Operations team along with handling Forecast accuracy, Workflow management and Operational efficiency You will play a direct role towards cost reductions through productivity improvement, as well as identify opportunities to stream-line existing processes and eliminate waste. Key job responsibilities • Supports the site management team by optimizing the staffing requirements for the site’s needs. • Coordinates with local site operations and the global capacity planning team to analyze historical data and forecast demand for that site. • Manages the analyses of daily, weekly, and monthly reporting of site performance via Key Performance Indicators (e.g. service levels, Productivity, Forecast accuracy). • Provides the optimal workflow and capacity planning solutions for the upcoming initiatives and new service launches at the site. • Partner with Program owners, Policy and Science team to improve operational efficiency • Maintain and Optimize workflow for investigation routing and long term plan for automation • Primary responsibility for owning end to end Service level delivery and Headcount utilization • Lead Weekly/Monthly/Quarterly Business Reviews for Operations team. About the team At Amazon, we're working to be the most customer-centric company on earth. To get there, we need exceptionally talented, bright, and driven people. Amazon is one of the most recognizable brand names in the world and we distribute millions of products each year to our loyal customers. The Financial Fraud team designs, risk models and operational processes that minimize risk and maximize trust in Amazon.com. Basic Qualifications - 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 - Bachelor's degree - Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL - Experience defining program requirements and using data and metrics to determine improvements Preferred Qualifications - 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.