We are looking for an experienced, hands‑on, multi‑talented Program Manager to drive operational excellence within Amazon’s Product Insurance business. In this role you will manage relationships with third‑party partners and internal stakeholders while driving projects that improve customer experience.
Responsibilities
* Facilitate relationships with third-party insurance partners and internal teams, driving cross‑functional collaboration to support the product insurance purchase experience on Amazon.
* Manage program life‑cycles, define objectives, and deliver projects to improve customer pain points within the larger Insurance and Payments organization.
* Identify operational gaps and develop requirements for new projects, applying relevant tools and mechanisms to measure progress.
* Resolve customer‑impacting issues and work with internal teams to improve product insurance customers' experience through standardized process improvements and automation.
* Develop and analyze metrics to assess performance trends, conduct deep dives in all areas of product responsibilities, and demonstrate significant annual efficiency improvements.
* Raise the bar on how we think about business operations, establishing new processes/reporting and setting the tone for how to understand and improve the customer experience with product insurance at Amazon.
* Address how we handle operations in an environment of increasing regulation, continuously improving processes to meet new expectations.
A day in the life: In this role, you'll start your day monitoring key metrics and addressing any urgent customer or technical escalations from our insurance partners. You'll collaborate with internal stakeholders like Product, Marketing, Legal, Engineering, and Customer Service teams to improve the product insurance experience on Amazon. Throughout your day, you'll balance tactical operations support with strategic project work — perhaps leading a cross‑functional meeting to address customer friction points, analyzing performance data to identify improvement opportunities, or documenting process enhancements to ensure scalability of our insurance products.
About the team: Amazon Product insurance (PI) is a young and dynamic program in Europe, active in the UK, Germany, France, Italy and Spain. Along with internal and external partners, we are re‑defining the product insurance program (i.e., extended warranty, accidental damage, and theft) and customer experience on insurance, disrupting the way traditional product insurance services are acquired and delivered and creating a new portfolio of services.
Qualifications
* Advanced knowledge of Excel (Pivot Tables, VLOOKUP) and SQL.
* Experience working cross‑functionally with both technical and non‑technical teams.
* Ability to define program requirements and use data and metrics to determine improvements.
* Experience in program or project management.
* Experience implementing repeatable processes and driving automation or standardization.
* Experience defining and executing program requirements and driving end‑to‑end delivery, and communicating results to senior leadership.
* Experience leading process improvements.
* Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization.
* Experience building processes, project management, and schedules.
* Fluency (spoken, written, and read) in French, Spanish, German or Italian.
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