Program Manager, FACT - Fraud Abuse Control Team

Come help Amazon delight our customers by delivering packages faster than ever before! At Amazon, we're working to be the most Customer-centric company on the earth. One customer experience that we’re taking to a new level is how we deliver orders. Our goal is to exceed the customer expectations by ensuring orders, no matter how large or small, are delivered as quickly, accurately, and cost effectively as possible. To meet this goal, we deliver pioneering new products and services in the last mile delivery space. Amazon Flex works directly with independent contractors – called delivery partners – to make deliveries to our customers. With Amazon Flex, individuals can now be their own boss delivering Amazon packages.

Amazon Flex Fraud and Abuse Control team is looking for a Program Manager who will be responsible for establishing scalable mechanisms by partnering with Tech, BI, Science, Operations teams to detect Fraud and Abuse patterns, scope programs to enforce DPs to reduce Fraud and Abuse behavior thereby promoting delivery quality and enhance customer experience. Program Manager will relentlessly focus on continuous improvement of the programs, diving deep into issues to uncover the root cause and systematically escalate to fix underlying defects. This role requires excellent dive deep, problem-solving leveraging analytical and data driven approach, succinct narrative writing and the ability to succeed in a fast-paced environment. An ideal candidate for this role should have proven expertise collaborating cross-functionally, building scalable mechanisms and communicating to senior stakeholders.

Key job responsibilities

- Define the program (mission, vision, tenets), set objectives, analyze data and drive improvements that are quantified with metrics.

- Development of the overall program strategy and scalable mechanisms, tactically driving teams in and outside of your organization to deliver.

- Identify root causes and recognize Fraud and abuse trends through various data signals to solve ambiguous problems.

- Ability to overcome obstacles and influence stakeholders to design and implement solutions to improve customer experience.

- Work autonomously with minimal direction in an ambiguous environment, seeking to understand business problems, automation limitations, scaling factors.

- Develop, implement, and govern KPI reporting for a portfolio of programs, providing visibility to the milestones, and performance across all projects.

A day in the life

• Define KPIs to measure program success

• Review Program metrics on a weekly basis to understand trends.

• Deep dives on metrics for actionable insights and report to leadership.

• Continuously assess program effectiveness and deploys short and long term measures to fix gaps and enhance overall impact of program on Delivery quality by reducing fraud/abuse rates.

• Identify solutions that need programmatic and product interventions and partners with WW stakeholders to effectively manage program deliverables and launch tech/product enhancements.

• Consistently share program updates with Sr. leaders through program Flash and XBRs.

About the team

About the team

The Flex Fraud & Abuse Control Tech team (F.A.C.T.s) functions as the single threaded leader over Flex fraud priorities, and works with partner teams across Last & Middle Mile to implement requirements. We are responsible for technology and experiences that enable Flex to know our transporters, and detect and prevent fraudulent exploits by transporters across Flex globally. FACTs provides automated solutions to detect, substantiate, and prevent fraudulent actors/methods across the transporter journey, starting with pre-onboarding and ending with block completion and payment. We extend solutions to Last and Middle Mile where use cases overlap.

- 3+ years of program or project management experience

- 3+ years of defining and implementing process improvement initiatives using data and metrics experience

- Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL

- Experience using data and metrics to determine and drive improvements

- Experience working cross functionally with tech and non-tech teams

- 3+ years of driving end to end delivery, and communicating results to senior leadership experience

- 3+ years of driving process improvements experience

- Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization

- Experience building processes, project management, and schedules

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $66,800/year in our lowest geographic market up to $142,800/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit This position will remain posted until filled. Applicants should apply via our internal or external career site.