Sr. Program Manager, Financial Disputes; RBS

Overview

RBS Retail Efficiency team is looking for a Sr. Program Manager to drive defect elimination for WW Retail under the Financial Disputes program. The role partners with upstream tech and retail teams to drive automation and efficiency. It closely works with senior leadership in Retail WW to drive upstream defect elimination and to deliver on business KPIs. Key success factors include performance on business goals, vendor and customer experience and cost of operations.

Candidate will have 8+ years of experience in Vendor Management and Retail Operations. Additionally, you will have program management skills with the ability to influence internal and external stakeholders and drive project execution. You will deliver technology-based, highly scalable solutions while maintaining a strong customer and business partner focus. You should possess a demonstrated record of leading projects at both strategic and tactical levels, be metrics driven while having a vision to scale the business, and balance planning, budgeting, growth, delivery, and productivity of the program.

You will target the elimination of defects causing downstream payment issues for vendors, engage with central product and program teams, and build customer confidence through quality delivery, robust processes and sound reporting metrics.

• Identify system defects requiring manual efforts downstream, partner with owner teams and design solutions for WW Stores to eliminate them at the place of origin.
• Own and deliver on VIP metrics like FD Reduction, VCtS Reduction, Contact Elimination, etc. Set up review mechanisms with partner teams to drive performance.
• Lead W /M /Q  reviews for the org with senior leadership across Retail and RBS.

strives to be Earth's most customer‑centric company where people can find and discover virtually anything they want to buy online. By giving customers more of what they want—low prices, vast selection, and convenience— continues to grow and evolve as a world‑class e‑commerce platform. The Retail Business Systems (RBS) group is an integral part of Amazon's online product lifecycle and buying operations.

RBS’s vision is to accelerate Amazon’s flywheel by fixing catalog defects and scaling critical store operations functions by standardization, automation and defect elimination through its selection, defect elimination, product, tech and paid selling partner support operations pillars (PSPS/AVS). The tasks handled by this group directly impact Retail Cost to Serve, customer buying decisions, and vendor experience. This role is within the Retail Efficiency program that supports both AVS and non‑AVS Tier 1 vendors through providing business operations services.

• 5+ years of working cross‑functionally with tech and non‑tech teams.
• 5+ years of program or project management experience.
• 5+ years of delivering cross‑functional projects.
• Experience defining program requirements and using data and metrics to determine improvements.

• 2+ years of driving process improvements.
• Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or a related field.

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