Manager, Program Management, Audits and Insights Team
Summary
Leads quality assurance, dispute resolution, and training programs for Amazon’s Seller enforcement audits, driving accuracy and process improvements to reduce seller friction.
The Audits and Insights team (AIT) – SPT Audit program measures accuracy of account enforcements, listing enforcements, all appeals and reinstatement decisions through audits on a statistically significant sample across Perfect Order Experience, Selling Partner Risk & Abuse, Financial Disincentives, Automated Brand Protection, Andon, Product Review Abuse, Restricted Products, Safety, Know Your Customer & Product Safety & Compliance (PSC) to name a few. We perform audits and measure the coverage and accuracy via director level goals and generate actionable insights from our audits to improve enforcement accuracy, appeal handling accuracy, First Contact Resolution (FCR) rate and eliminate unnecessary Seller friction by identifying ways to reduce Seller enforcements and appeals. We are committed to maintaining and advancing the trust of our Sellers by raising the bar through our Audits.
The PCMO Manager III is a senior leadership position responsible for directing and managing a team of program managers within the Program & Change Management Office (PCMO). This role is responsible for spearheading new program onboarding requests, bridging the gap between program launches and successful audit execution, and creating comprehensive mechanisms across audit programs. The Manager III will drive continuous improvement by challenging the status quo of existing audits and collaborate closely with AIT cross-functional teams, Operations, and external Program, Policy, Product, and Global Process Owners to deliver exceptional value through audits that improve buyer/seller experience and enhance trust in Amazon.
Key job responsibilities
Key job responsibilities
• New Audit Program Onboarding: Lead the end-to-end onboarding of new audit programs for policies impacting buyers/sellers, including managing launches for new sub-policies, reason codes, marketplaces, and products. Establish guiding tenets and strategy for audits aligned with improving buyer and seller experience.
• Challenging Status Quo of Existing Audits: Evaluate legacy audits (older than a year) that do not provide desired outcomes in defect identification or insights generation; finalize program continuity or sunset decisions to allocate HC for high-impact programs.
• Cross-Team Collaboration: Collaborate with AIT cross-functional teams (Analytics, Tools, WFM, Insights, QA, KMO, Operations) and external product, policy, and governance program owners to drive strategic audit changes and new program launches.
• RACI Framework Ownership: Drive the structured RACI framework (Responsible, Accountable, Consulted, Informed) and comprehensive program charter through a three-gate structure: SIM Intake Evaluation & Approval → Pre-Launch/Onboarding Readiness & Pilot Audits → Program Launch.
• Team Leadership: Lead and manage a team of program managers, taking ownership of deliverables and final outcomes of program management excellence.
• Goal Delivery: Drive key PCMO metrics including Audit Defect %, Strategic Seller Enforcement Audit Coverage %, and NDT reduction.
• Stakeholder Management: Communicate across business teams as POC on audit findings and remediation.
The PCMO Manager III is a senior leadership position responsible for directing and managing a team of program managers within the Program & Change Management Office (PCMO). This role is responsible for spearheading new program onboarding requests, bridging the gap between program launches and successful audit execution, and creating comprehensive mechanisms across audit programs. The Manager III will drive continuous improvement by challenging the status quo of existing audits and collaborate closely with AIT cross-functional teams, Operations, and external Program, Policy, Product, and Global Process Owners to deliver exceptional value through audits that improve buyer/seller experience and enhance trust in Amazon.
Key job responsibilities
Key job responsibilities
• New Audit Program Onboarding: Lead the end-to-end onboarding of new audit programs for policies impacting buyers/sellers, including managing launches for new sub-policies, reason codes, marketplaces, and products. Establish guiding tenets and strategy for audits aligned with improving buyer and seller experience.
• Challenging Status Quo of Existing Audits: Evaluate legacy audits (older than a year) that do not provide desired outcomes in defect identification or insights generation; finalize program continuity or sunset decisions to allocate HC for high-impact programs.
• Cross-Team Collaboration: Collaborate with AIT cross-functional teams (Analytics, Tools, WFM, Insights, QA, KMO, Operations) and external product, policy, and governance program owners to drive strategic audit changes and new program launches.
• RACI Framework Ownership: Drive the structured RACI framework (Responsible, Accountable, Consulted, Informed) and comprehensive program charter through a three-gate structure: SIM Intake Evaluation & Approval → Pre-Launch/Onboarding Readiness & Pilot Audits → Program Launch.
• Team Leadership: Lead and manage a team of program managers, taking ownership of deliverables and final outcomes of program management excellence.
• Goal Delivery: Drive key PCMO metrics including Audit Defect %, Strategic Seller Enforcement Audit Coverage %, and NDT reduction.
• Stakeholder Management: Communicate across business teams as POC on audit findings and remediation.