Description
Amazon's Retail Business Services (RBS) team is looking for a Senior Program Manager to own and drive the Fix-Purchase program.
StoreWalks FIX is part of the StoreWalks organization, which focuses on eliminating customer experience defects across the shopping journey. The StoreWalks FIND organization, our sister team, identifies defects using AI-driven detection systems at scale. FIX owns the next stepdriving resolution and prevention.
We focus on defects that appear even before customers begin their shopping journey on Amazon.com. For example, when a viral trend emerges, we ensure those products are discoverable and available to customers proactivelydelighting them before they even search. Across the journey from discovery to evaluation to purchase, we address customer drop-offs and work to improve conversion and satisfaction.
This role leads the Purchase phase within StoreWalks FIX, addressing customer defects and drop-offs during the purchase stage, where a significant percentage of potential customers disengage.
The Purchase program manager will drive measurable reduction in customer drop-offs at the Purchase phase and enable a seamless transition from Find to Fix to Eliminate.
As a Sr. Program Manager, you will own the strategy and expansion of the Fix-Purchase program (a high priority and complex program) across all Amazon marketplaces, driving product and business performance and efficiency. You will partner with the StoreWalks FIND organization to understand, size, and root-cause discovery-phase defects. You will identify defect system owners and drive accountability through the StoreWalks Elimination Framework to fix or eliminate issues. You will work across product, tech, and retail teams to prioritize improvements that enhance search, filter, and refinement experiences, reducing customer drop-offs during discovery.
A successful candidate will be an exceptional strategic thinker with business and data acumen. Key skills for the role include an extraordinary ability to deal with ambiguity, analytics, network effectively and influence partner teams without authority, and a passion for developing a deep understanding of the business and programs. The role require candidates to be hands-on in solution development and deep dive.
Key job responsibilities
Partner with the StoreWalks FIND organization to understand, size, and root-cause discovery-phase defects.
Identify defect system owners and drive accountability to fix or eliminate issues using the StoreWalks Elimination Framework.
Reduce customer drop-offs during the discovery phase by improving product findability, relevance, and availability.
Collaborate across product, tech, and retail teams to prioritize fixes that improve search, filter, and refinement experiences.
Develop mechanisms to measure and improve defect fix rate, ensuring long-term systemic elimination.
Additional details for internal candidates
Experience working with AI-driven defect detection or customer experience analytics systems.
Deep knowledge of upstream retail systems influencing discoverability and availability.
Exceptional written and verbal communication skills.
Demonstrated ability to dive deep, invent and simplify, and obsess over the customer experience.
Basic Qualifications
- 5+ years of working cross functionally with tech and non-tech teams experience
- 5+ years of program or project management experience
- 5+ years of delivering cross functional projects experience
- Experience defining program requirements and using data and metrics to determine improvements
Preferred Qualifications
- 2+ years of driving process improvements experience
- Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field
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Company - ADCI - BLR 14 SEZ - F07
Job ID: A3178574
