At Amazon, we're working to be the most customer-centric company on earth. To get there, we need exceptionally talented, bright, and driven people. Amazon is one of the most recognizable brand names in the world and we distribute millions of products each year to our loyal customers. The Transaction Risk Management Systems (TRMS) group designs and builds the software systems, risk models and operational processes that minimize risk and maximize trust in Amazon.com. We have investigators globally who investigate fraudulent transactions. Not only do we protect all aspects of the Amazon shopping experience, we also deliver services to large and small merchants hosted on the Amazon platform. In addition, we work towards minimizing the risk associated with new initiatives. The TRMS Customer Experience Team is seeking a Transformation Program Manager II who is passionate about customers, thinks globally, drives key project initiatives to reduce TRMS manual investigation defects and has the ability to contribute to innovative ideas to enhance customer experience. Key responsibilities associated with Customer Experience Transformation Program Manager include the following: Program Management: 1. Development and deployment of Function(s) Level Defect Reduction strategy 2. Works with Process Owner/Ops/tech/other stakeholders to align critical business initiatives related to defect reduction. 3. Develops, implements and governs Defect KPI reporting for specific functions within the vertical, providing visibility to the milestones and performance across all functions. 4. Creates clear and actionable solution plans for short and long term to address top defect drivers along with quantified impact 5. Tracks, monitors and ensures end to end implementation of solutions with relevant stakeholders 6. Serves as primary escalation point for defect reduction within the function(s); owns and tracks issues to ensure that they are addressed, documented, and resolved. 7. Facilitates discussions and resolves conflict within other teams and stakeholders. Process Improvement: 1. Leads Root Cause Analysis Exercise (s) / other deep dives / data analysis using fact/data using problem solving techniques like Lean Six Sigma/ACES CIC to understand the true root causes 2. Develops innovative solutions that improve program’s performance and uses cost-benefit analyses in decision-making. 3. Uses data to analyse the pre and post improvements and to quantify impact of solutions. 4. Performs critical thinking and problem solving – evaluating alternatives, and identifies solutions using systematic, multi-step approaches. 5. Drives continuous improvement culture through delivery of content and training on Lean Six Sigma, ACES Continuous Improvement Cycle, Root Cause Analysis, etc. 1. Bachelor’s Degree from an accredited university, preferably in Technology or Business. 2. Substantial experience in program/project management or an equivalent operational role. 3. Proven experience and knowledge of process improvement tools, methods, and techniques. 4. Certified Lean Six Sigma Green/Yellow Belt from a reputed institute or organization.