Program Manager, Policy and Process, Account Health Support

AHS Policy/Process Manager

Amazon.com strives to be Earth's most customer-centric company where people can find and discover virtually anything they want to buy online. By giving customers more of what they want - low prices, vast selection, and convenience - Amazon.com continues to grow and evolve as a world-class e-commerce platform. The AHS Policy and Process Manager within the Account Health Support team acts as a primary interface between AHS and the internal business partners we support. As an AHS Policy/Process Manager, you set the strategy for new program rollouts within AHS, define the processes that make up that strategy, and develop the tools to execute and measure it. This role will be responsible for executing end-to-end process improvement programs that results in the standardization of business processes and implementation of best practices.

A successful candidate will demonstrate strength in the following competencies: Continuous Process Improvement, Consultant and Business Partner, Measures and Delivers Results.

Key job responsibilities include program scoping, launch design, collection and analysis, site visits, proposal of new standards, communication of results to senior Seller Trust & AHS management, and subject matter expert (SME) support for implementations of recommended improvements. As a Policy/Process manager you will: create roadmaps for project implementation and brief various teams on requirements, set measurable milestones for projects as well as continuous goal setting for ongoing programs, collect and analyze data to drive project decisions and provide business insights, run meetings with partner teams to track progress, implement new initiatives, and improve existing programs, manage internal and external stakeholders, own and develop SOPs, guided workflows, call guides, and other resources used by AHS specialists.

Every day is different as a Program Manager. You'll work both independently and collaboratively on projects, which may be at different stages of the project lifecycle, from development to delivery. You might spend your morning gathering data and feedback to assess a program pilot, then spend your afternoon discussing a resourcing plan for another project. You will collaborate with other teams, track project progress, and share updates with key stakeholders.

The Policy Process Management Office (PPMO) starts the AHS flywheel as we work with policy teams to identify use cases and set the vision for processes. PPMO assumes end-to-end ownership for programs, including forecasting volume, establishing annual goals, supporting new use case launches for Seller preventative enforcement and reinstatement, and driving operational improvements.