Program Manager

Who you are

• Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL
• Experience working cross functionally with tech and non-tech teams
• Experience defining program requirements and using data and metrics to determine improvements
• Experience in program or project management
• Experience implementing repeatable processes and driving automation or standardization
• Experience defining and executing program requirements
• Experience in driving end to end delivery, and communicating results to senior leadership
• Experience leading process improvements
• Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
• Experience building processes, project management, and schedules
• Speak, write, and read fluently in French, Spanish, German or Italian

What the job involves

• The European Product Insurance Business Operations team is seeking an experienced, hands-on, multi-talented Program Manager to drive operational excellence within the Product Insurance business at Amazon
• In this role, you'll manage relationships with third-party partners and internal stakeholders while driving projects that improve customer experience
• You'll identify operational gaps, resolve customer-impacting issues, and develop metrics to assess performance trends
• This position offers an excellent opportunity to make a significant impact on both customer and partner experiences in a fast-paced, dynamic environment
• Working at the intersection of operational excellence and strategic planning, you'll be responsible for both "run-the-business" tasks and strategic initiatives
• Your ability to multitask in an environment with numerous demands while maintaining the highest standards with our internal stakeholders and external partners will be essential
• This role requires strong communication skills, business judgment, and a data-driven approach to identify and address customer pain points
• Facilitate relationships with third-party insurance partners and internal teams, driving cross-functional collaboration to support the product insurance purchase experience on Amazon
• Manage program life-cycles, define objectives, and deliver projects to improve customer pain points within the larger Insurance and Payments organization
• Identify operational gaps and develop requirements for new projects, applying relevant tools and mechanisms to measure progress
• Resolve customer-impacting issues and work with internal teams to improve product insurance customers' experience through standardized processes improvements and automation
• Develop and analyze metrics to assess performance trends, conduct deep dives in all areas of product responsibilities, and demonstrate significant annual efficiency improvements
• Raise the bar on how we think about business operations, establishing new processes/reporting, setting the tone for how to understand and improve the customer experience with product insurance at Amazon
• Address how we handle operations in an environment of increasing regulation, continuously improving processes to meet new expectations
• In this role, you'll start your day monitoring key metrics and addressing any urgent customer or technical escalations from our insurance partners
• You'll collaborate with internal stakeholders like Product, Marketing, Legal, Engineering, and Customer Service teams to improve the product insurance experience on Amazon
• Throughout your day, you'll balance tactical operations support with strategic project work—perhaps leading a cross-functional meeting to address customer friction points, analyzing performance data to identify improvement opportunities, or documenting process enhancements to ensure scalability of our insurance products
• Amazon Product insurance (PI) is a young and dynamic program in Europe, active in the UK, Germany, France, Italy and Spain. Along with internal and external partners, we are re-defining the product insurance program (i.e., extended warranty, accidental damage, and theft) and customer experience on insurance, disrupting the way traditional product insurance services are acquired and delivered and creating a new portfolio of services