Principal - Program Management, Concessions Abuse Prevention

1 month ago

Seattle, Washington, United States Amazon Full time


Are you passionate about driving global programs and improving the customer experience? Do you like to develop relationships with global teams with the goal of creating customer-centric solutions that drive measurable results? Does, coordinating resources and priorities across teams, countries and cultures sound exciting to you? If so, the worldwide Concessions Abuse Prevention (CAP) team is looking for a Principal Program Manager for Global Programs to, develop and drive a number of strategic programs, and drive operational process management.

The CAP is a team within the broader Customer Service organization focused on minimizing the abuse of Amazon's return policies and ensuring a great customer experience.

The candidate for this position will have strong experience designing and implementing effective programs and mechanisms, and is expected to develop a broad understanding of business and operations across the organization.

You will manage the seamless and on-time implementation of a number of worldwide large-scale programs that deliver a positive impact on our Customers as well as Associates.

The ideal candidate sees around corners, is biased for action in ensuring the team is set up for success in achieving our goals, and earns trust through broad stakeholder influence.

You have strong backbone and can thrive in an ambiguous environment.

This role will play an important role through the business planning process and will get exposure to senior leadership across the broader Customer Service (CS) organization in which we sit.

In this high profile role, you will drive parity in business processes across geographies, collaborate with numerous business, operational, training, program, product, and software development teams both inside and outside SDS to identify, define and specify solutions.

You will build collaborative relationships with the business teams, working closely to create and execute a project roadmap. You will prepare and execute regular program updates to senior management. You will have proven ability to assess situations and guide teams toward both short-term and longer term systemic changes.

In this role you will experience a wide range of problem solving situations, requiring extensive use of data collection and analysis.

We are looking for a Senior Leader to lead key transformation programs going across different geographies in which we operate.

As a disruptive leader you will stimulate and pioneer innovation in Operational Excellence and be an active voice and member of the Concessions Abuse Prevention and Secure Delivery leadership team.

The candidate must be able to influence across multiple company organizations, be an exceptionally strong communicator and analytic thinker and have a history of delivering results.

Maturity, high judgment, negotiation skills, ability to influence, analytic talent, and leadership are essential to success in this role.

A day in the life

If you are not sure that every qualification on the list above describes you exactly, we'd still love to hear from you At Amazon, we value people with unique backgrounds, experiences, and skillsets.

If you're passionate about this role and want to make an impact on a global scale, please apply


Amazon offers a full range of benefits that support you and eligible family members, including domestic partners and their children.

Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment.

The benefits that generally apply to regular, full-time employees include:

  • Medical, Dental, and Vision Coverage
  • Maternity and Parental Leave Options
  • Paid Time Off (PTO)
4. 401(k) Plan

BASIC QUALIFICATIONS

  • 7+ years of working cross functionally with tech and nontech teams experience
  • 7+ years of program or project management experience
  • 7+ years of managing, analyzing and communicating results to senior leadership experience
  • Bachelor's degree
  • Experience owning program strategy and end to end delivery
  • Experience working cross functionally with tech and nontech teams
PREFERRED QUALIFICATIONS

  • Experience delivering projects within scope, time, budget and quality
  • Experience working with, presenting to and influencing senior executives up to VP level
Amazon is committed to a diverse and inclusive workplace.

Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

For individuals with disabilities who would like to request an accommodation, please visit

Our compensation reflects the cost of labor across several US geographic markets.

The base pay for this position ranges from $124,900/year in our lowest geographic market up to $206,500/year in our highest geographic market.

Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience.

Amazon is a total compensation company.

Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits.

For more information, please visit This position will remain posted until filled. Applicants should apply via our internal or external career site.

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