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Sr. PM Customer verification on delivery

Posted: 28 Oct 2020 Closes: 27 Nov 2020
LU, Luxembourg Competitive
Permanent & Full-time AMZ_1325717


About the role

At Amazon, we're working to be the most customer-centric company on earth and to grow in a safe environment for both our Customers and our Associates. To get there, we need bright and dynamic and driven people. If you'd like to help us build a place where you can find and buy anything online, this is your chance to make history.

This is an exciting opportunity to develop the strategy of a brand-new global program from scratch. Age Verification at Delivery (AVD) Program targets E2E compliance for age restricted items from classification to verification at point of sale and at delivery.

As a Sr. Program Manager, you will own the global governance structure for E2E age verification compliance and be the single threaded program owner responsible for building up AVD program framework and drive new initiatives to improve E2E compliance of upstream and downstream AVD processes. You will be the single threaded owner of AVD compliance projects and have the opportunity to define the AVD strategy of Amazon. To succeed in this role, you need strong leadership acumen to influence multi- stakeholders and should feel comfortable dealing with ambiguity and working in a dynamic environment.


· The key responsibilities for this role include:
· Establish strategic direction of delivery verification compliance program in Amazon
· Build the governance and compliance framework for global AVD program
· Own the policies, standards and procedures and implement best practices regarding point of sale and delivery verification compliance
· Build a mechanism to monitor and audit overall age verification compliance and risks; working with all relevant teams managing different upstream/downstream processes (AMZL, retail/3P business, RP/SERP, DSP etc.) to mitigate these risks
· Setting up metrics for measuring the impact on CX and SX
· Assume responsibility for the account management of Serve Legal audits, escalation management and reporting of KPIs and compliance metrics to senior leadership
· Work collaboratively with cross functional teams to learn upstream and downstream system/ processes related to AVD Amazon systems
· Initiate, define, plan and manage new projects to improve the overall AVD compliance in Amazon in coordination with several stakeholders (Operations, Business, Tech, Legal and Compliance teams) from multiple regions
· Proactively identify and lead process improvement initiatives in scope of AVD processes, collaborate with other teams on AVD to utilize compliance metrics to deep-dive into issues
· Secure delivery of AVD projects driven by operations and business teams.
· Work closely with Legal and other compliance stakeholders to make sure relevant developments are in place to comply with new AVD related WW laws and regulations
· Functioning as a single point of contact for age verification related escalations (PR, regulators etc.) and build age verification escalation and voice of customer framework
· Functioning as a single point of contact for age-verification requirements for Retail, 3P service provider, customer service and shipping and delivery support (SDS) teams and liaising closely with internal stakeholders to track additional compliance asks and improvements.


· Strong experience of project/program management and delivering results in a fast paced, dynamic environment
· Prior experience of driving the performance/quality/compliance metrics, process improvement techniques
· Strong relationships building skills; experience managing and influencing stakeholders at multiple levels remote teams across multiple time zones to drive cross functional programs
· Excellent negotiation skills to coordinate projects and get commitments from multi-stakeholders
· Excellent oral communication and business writing skills
· Demonstrate ability to make data-driven decisions and to develop relevant solutions and drive them from ideation to successful completion
· Strong bias for action, ability to operate in highly ambiguous environment and on multiple projects
· Ability to provide strong judgment and ownership
· Understanding of risk management concepts


· Master's degree in business
· A globally approved certification in project management such as PMP
· Knowledge of SQL to build data metrics independently
· Mastery of project tracking tools and building process workflows


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