Program Manager, High-Judgment Talent Development

June 16, 2019
Seattle, WA
Job Type



Amazon's Perfect Order Experience team works to ensure that buyers receive authentic products in the condition and with the functionality they are expecting. We design and implement policies, tools, and technology innovations to protect the buying experience on Amazon. Our team is looking for a Program Manager to design, build, implement, and sustain a workforce that will make smart and consequential decisions to help ensure our Customers’ perfect order experience.

The Program Manager for High-Judgment Teams will establish new and steer existing teams of investigators that are tasked with evaluating risks to the perfect order experience on Amazon. An ideal candidate will have a demonstrated record of success in setting a strategic vision for teams and leading changes in processes and procedures to adjust to emerging trends and needs. The Program Manager for High-Judgment Teams should be skilled in setting metrics to measure and analyze decision quality and leveraging results to adjust and improve team deliverables. This is an individual contributor role.

The Program Manager for High Judgment Teams will be responsible for:

  • Steering high judgment teams responsible for identifying and mitigating threats to a Customer’s perfect order experience.
  • Developing the goals and objectives for teams of investigators tasked to take on complex high judgment decisions.
  • Assisting in hiring and developing the best investigators.
  • Analyzing emerging trends to improve processes, products, and services of these teams.
  • Conducting learning needs assessments for investigative teams and identifying requirements and designing training curriculum and course content based on requirements.
  • Planning instructional strategies such as lectures, demonstrations, interactive exercises, and web-based courses to improve investigator performance and development.
  • Recommending and implementing data structures and reporting mechanisms that ensure correct and quality production of reports and management of information.
  • Setting metrics to measure, analyze, and improve decision quality and deliverables of high judgment teams.
  • Managing the indexing, cataloging, storage, and access of organizational knowledge. is an Equal Opportunity-Affirmative Action Employer – Minority / Female / Disability / Veteran / Gender Identity / Sexual Orientation.

Basic Qualifications

  • 5+ years of experience in investigations, risk management, incident or crisis management, or program management, or escalation handling.
  • 3+ years of experience working in industries such as law, IP protection, fraud, claims, compliance, cybersecurity, or related fields. A proven track record of successfully delivering initiatives from conception through completion.
  • Proven experience preparing reports that identify findings and provide recommended remediation strategies and solutions.
  • Demonstrated communications skills and experience creating and editing content for internal and external audiences.
  • Proven ability to think critically and effectively in a dynamic, fast-paced environment.

Preferred Qualifications

  • Advanced college degree
  • 1-3 years of experience leading teams.
  • Demonstrated skill in the measuring and reporting of intellectual capital.
  • Knowledge of the principal methods, procedures, and techniques of gathering information and producing, reporting, and sharing information.
  • Knowledge of training and education principles and methods for curriculum design, teaching and instruction for individuals and groups, and the measurement of training and education effects.
  • Experience promoting knowledge sharing between information owners and users.
  • Experience working with geographically distributed teams within a complex international organization.
  • Willingness to travel up to 20% of the time.
  • Ability to lead through influence.
  • Basic HTML and/or XML skills.

Company Description

Amazon is guided by four principles: customer obsession rather than competitor focus, passion for invention, commitment to operational excellence, and long-term thinking. We are driven by the excitement of building technologies, inventing products, and providing services that change lives. We embrace new ways of doing things, make decisions quickly, and are not afraid to fail. We have the scope and capabilities of a large company, and the spirit and heart of a small one.

Together, Amazonians research and develop new technologies from Amazon Web Services to Alexa on behalf of our customers: shoppers, sellers, content creators, and developers around the world.

Our mission is to be Earth's most customer-centric company. Our actions, goals, projects, programs, and inventions begin and end with the customer top of mind.

You'll also hear us say that at Amazon, it's always "Day 1."​ What do we mean? That our approach remains the same as it was on Amazon's very first day - to make smart, fast decisions, stay nimble, invent, and focus on delighting our customers.

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