ABOUT THE TEAM
Amazon's Perfect Order Experience (POE) team works to ensure that buyers receive authentic products in the condition and with the functionality they are expecting. We design and implement policies, tools, and technology innovations to protect the buying experience on Amazon. Our greatest challenge is protecting buyer trust without unjustly harming good selling partners. To strike the right balance, we invest in mechanisms which allow us to accurately identify and mitigate risk, and to quickly correct and learn from our mistakes. This strategy includes continuously evolving enforcement policies, iterating our Machine Learning risk models, and exercising high‐judgement decision‐making where we cannot apply automation.
ABOUT THE ROLE
Within POE, we're establishing a new Seller Experience charter that balances seller success with customer protection through intelligent enforcement mechanisms. As a Senior Program Manager for Seller Experience, you will spearhead our mission to transform seller communications and engagement across all enforcement programs. In this pivotal role, you'll architect and implement a comprehensive communication strategy that ensures consistency, clarity, and effectiveness across diverse enforcement scenarios. Your innovative mindset will be crucial in leveraging technologies, such as Large Language Models (LLM), to revolutionize how we interact with sellers and deliver information.
You'll be the driving force behind building and nurturing our seller community within POE, creating meaningful channels for continuous feedback and dialogue. This includes developing platforms and tools that not only capture seller insights but make them accessible and actionable for teams across the organization. Your role extends to establishing and owning seller satisfaction metrics across enforcement programs, using data-driven approaches to measure and enhance seller experience.
As the champion of seller trust, you'll work cross-functionally to identify opportunities for improvement, implement solutions, and measure their impact. This role requires a unique blend of strategic thinking, technical acumen, and strong stakeholder management skills to drive meaningful change in how we engage with and support our seller community.
Key job responsibilities
- Communication Strategy & Excellence: Design and implement unified communication frameworks across enforcement programs; Ensure consistency, clarity, and effectiveness in all seller communications; Develop and maintain communication guidelines and best practices; Drive continuous improvement through data-driven insights
- Technology Innovation: Lead the integration of advanced technologies (e.g., LLM) into seller communications; Identify and evaluate new technological solutions to enhance seller experience; Partner with technical teams to implement innovative communication solutions; Drive automation and optimization of communication processes
- Seller Community Development: Create and manage seller community within POE; Establish feedback mechanisms and channels for seller input; Design and implement tools for capturing and sharing seller insights; Enable cross-functional teams to leverage seller feedback effectively
- Metrics & Performance Management: Launch and own seller satisfaction scoring across enforcement programs; Develop KPIs and success metrics for seller experience initiatives; Create dashboards and reporting mechanisms for tracking progress; Drive data-informed decision making across programs
- Trust & Relationship Building: Lead initiatives to improve overall seller trust; Build and maintain strong relationships with key stakeholders; Facilitate cross-functional collaboration to drive improvements; Advocate for seller needs and perspectives in program decisions
About the team
As a newly established team within POE, we're at an exciting inflection point where we're building our foundation from the ground up. We're seeking passionate pioneers who thrive in entrepreneurial environments to join as core team members. This is a unique opportunity to shape not just our processes and strategies, but also our team's culture and identity. We value individuals who can navigate ambiguity with confidence, bring fresh perspectives, and aren't afraid to challenge conventional thinking. If you're energized by the prospect of building something meaningful from scratch and setting new standards for seller experience, we want to hear from you.
