Program Manager, Trust & Safety

Amazon Program Manager, Trust & Safety in Dubai, United Arab Emirates

Description

At Amazon, we are working to be the most Customer-centric company on earth. A customer experience that we are constantly looking to take to a new level is how we fulfill and deliver customers' orders. We are doing so by building a world-class last mile operation capable of exceeding the expectations of our customers by ensuring that their orders are delivered as quickly, accurately, and cost-effectively as possible.

Key job responsibilities

1. Manage and oversee various cross-functional projects, ensuring successful delivery.
2. Develop and refine program strategies, effectively leading and motivating teams.
3. Set clear objectives for programs, leveraging data analytics to drive improvements and achieve metrics.
4. Navigate and resolve ambiguities in business scenarios, applying creative problem-solving skills.
5. Foster collaboration with internal and external partners to optimize resource allocation and project success.
6. Evaluate and prioritize projects in conjunction with customer needs and technical team inputs.
7. Bridge gaps in team dynamics, processes, and systems, preventing common project pitfalls.
8. Identify and mitigate risks, preventing them from escalating into major issues.
9. Regularly communicate with senior managers, business leaders, and other stakeholders to support key business initiatives.
10. Develop, implement, and oversee KPI reporting for a program portfolio, ensuring clear visibility of milestones and project performance.
11. Manage and communicate project budgets effectively.

About the team

The Trust & Safety function focuses on compliance, fraud prevention, and resolving workplace issues in Amazon’s Last Mile operations. In 2024, TS prioritized Sentinel, an identity verification program using AWS Recognition to prevent ID fraud. Despite technical challenges like Rabbit app crashes delaying the broader rollout to Q1 2025, Sentinel remains a key initiative in verifying driver identities to ensure compliance with legal and regulatory standards. In 2025, TS will expand with the DWEL and DA DAF Program. DWEL will address concerns and challenges faced by DAs, such as safety incidents, disputes, or operational issues, fostering a safe and supportive working environment, launching in the UAE in Q1 2025, followed by EG and SA. DAF will manage Customer Delivery Escalations (CDEs), holding DSPs accountable for driver behavior incidents (related to safety, service quality, or complex problem resolution) and streamlining case resolution. By addressing these diverse but interconnected areas, the TS team ensures that Amazon’s operations remain secure, reliable, and customer-focused while continually enhancing operational excellence and risk mitigation.

Basic Qualifications

1. 3+ years of program or project management experience
2. 3+ years of working cross-functionally with tech and non-tech teams experience
3. 3+ years of defining and implementing process improvement initiatives using data and metrics experience
4. Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL
5. Experience defining program requirements and using data and metrics to determine improvements

Preferred Qualifications

1. 3+ years of driving end to end delivery, and communicating results to senior leadership experience
2. 3+ years of driving process improvements experience
3. Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
4. Experience building processes, project management, and schedules

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