The European Product Insurance Business Operations team is seeking an experienced, hands-on, multi-talented Program Manager to drive operational excellence within the Product Insurance business at Amazon. In this role, you'll manage relationships with third-party partners and internal stakeholders while driving projects that improve customer experience. You'll identify operational gaps, resolve customer-impacting issues, and develop metrics to assess performance trends. This position offers an excellent opportunity to make a significant impact on both customer and partner experiences in a fast-paced, dynamic environment.
Working at the intersection of operational excellence and strategic planning, you'll be responsible for both "run-the-business" tasks and strategic initiatives. Your ability to multitask in an environment with numerous demands while maintaining the highest standards with our internal stakeholders and external partners will be essential. This role requires strong communication skills, business judgment, and a data-driven approach to identify and address customer pain points.
Key job 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 processes 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, 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.
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