RCES-Escalations Program Manager II, SPTO- RCES

This job is with Amazon, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

DESCRIPTION :

As a RCES-Escalations Program Manager II in the SPTO-RCES Escalations team, you will be driving complex, high-impact projects focused on enhancing Seller Experience and reducing executive escalations in the Registrations and Verification processes. In this role, you will :

Responsibilities :

Spearhead strategic initiatives to transform Seller Experience and reduce executive escalations

Own end-to-end project management from conception through implementation

Partner with R&C Product, Tech, and Operations teams across global sites

Manage critical executive-level escalations and develop scalable solutions

Lead root cause analyses and implement preventive measures

Strategic Impact :

Develop and execute strategic roadmaps for individual projects

Drive process improvements and innovative solutions

Contribute to the evolution of Registrations and Verification products and operations

Balance operational excellence with strategic initiatives while maintaining risk management standards

The ideal candidate will demonstrate exceptional leadership abilities, strong project management expertise, and strategic thinking skills. Success in this role requires independently driving high-impact decisions in a fast-paced environment.

About the team

The Selling Partner Trust & Integrity organization balances effective fraud prevention with enabling legitimate business growth on Amazon's global marketplace. Within this framework, the Registration and Compliance Escalations Support (RCES) team handles high-priority escalations from executive, legal, PR, and regulatory channels. Working across verification, compliance, and regulatory programs, RCES collaborates with product, tech, and operations teams to resolve complex issues. Through Root Cause Analysis and Close Loop Mechanism programs, the team not only addresses immediate concerns but also implements scalable solutions to prevent future occurrences and enhance overall seller experience.

BASIC QUALIFICATIONS :

• 5+ years of program or project management experience
• 3+ years of working cross functionally with tech and non-tech teams experience
• 3+ years of defining and implementing process improvement initiatives using data and metrics experience
• Bachelor's degree
• Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL
• Experience defining program requirements and using data and metrics to determine improvements

PREFERRED QUALIFICATIONS :

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