Amazon has built a reputation for excellence with recent examples of being named the #1 most trusted company for customers. To deliver on this reputation for trust; the Risk Mitigation, Escalation Reduction, and Quality Assurance (REs-Q) team, part of Selling Partner Support (SPS), handles escalations related to suspected Selling Partner fraud and abuse on Amazon stores. We act as the centralized intake for all internally-driven abuse-related matters for Amazon stores, conduct holistic investigations, perform root cause analysis of escalation drivers, and pursue initiatives across global program teams to prevent future incidents related to the same root cause gap. Our growth requires leaders who move fast, have an entrepreneurial spirit to create new solutions, have an unrelenting tenacity to get things done, and are capable of breaking down and solving complex problems.

Our team is looking for a Program Manager for our Content, Training and Communications (CTC) team within REs-Q. The CTC team effectively manages the end-to-end process of all internal communications, content management, supports onboarding for new hires & cross training for a global organization. This position is right for you if have experience in managing multiple tasks, deadlines and stakeholders simultaneously. This job is open to candidates who can work in Costa Rica, primarily in office.

Key job responsibilities
• Drive content, communications and training requests from intake to delivery through coordinated stakeholder management, quality control, and documented outcomes.
• Manage the delivery of complex initiatives across various teams, components of which include data analysis, operationalizing and scaling new processes.
• Develop and maintain metrics and reporting to monitor risks, program health, and initiative progress regarding content and training subjects.
• Conduct assessments of existing processes and recommend solutions to address identified risks such as developing region-specific content, communications, and training processes, tools, and policies.
• Track, measure and report on key metrics to demonstrate the impact of the program and to constantly iterate and improve on that impact.
• Work with product, analytics, and development partners to design new and innovative ways to drive the program forward.
• Keep stakeholders and leadership updated on efforts and progress through regular written communications, trainings, and in-person meetings.
• Create and maintain technical documentation, including Standard Operating Procedures (SOPs), internal websites, blurbs, databases, and knowledge base resources, ensuring accuracy, clarity, and accessibility for all users.