• Drive end-to-end process transformation, focusing on both short-term improvements and long-term process redesign for outsourced operations
• Lead data-driven performance optimization for outsourced teams through detailed analysis, metrics tracking, and implementation of improvement initiatives
• Develop mechanisms to share best practices between in-house and outsourced operations
• Lead process standardization across the operations network to ensure consistency between in-house and outsourced teams
• Develop and implement best practices for vendor management and knowledge transfer
• Design and develop metrics to measure outsourcing effectiveness and efficiency
• Perform quantitative analysis of key process indicators to identify improvement opportunities in vendor operations
• Monitor and optimize cost efficiency initiatives through collaboration with operations, program, product, and policy team
• Partner with Tools team to implement Human In The Loop Initiative for outsourced operations
• Build and maintain strong relationships with vendor partners to ensure operational excellence
• Identify and scale new opportunities across SEPO functions through vendor operations
• Lead continuous improvement initiatives to optimize vendor performance and cost efficiency


Key job responsibilities
Vendor Management & Governance - Monitor vendor compliance with contractual obligations and SLAs
Lead capacity planning and resource optimization initiatives
Drive vendor excellence through performance monitoring, analytics-driven improvements, and efficiency optimization: • Develop and monitor comprehensive vendor performance metrics and KPIs
Lead data-driven performance optimization through metrics tracking and analysis
Process Excellence & Standardization
Stakeholder Management
Program Management


About the team
Amazon's Shopping Experience Protection Operations (SEPO) team works to ensure that customers can buy with confidence on Amazon.com. We design and implement policies, tools and technology innovations to protect the buying experience on Amazon while minimizing friction for sellers. We are looking for a Program Manager with a passion for people, process and technology to lead initiatives that will transform operations.

You will drive operational excellence across vendor partnerships through strategic leadership and data-driven performance optimization. Responsible for developing and implementing best practices for vendor management, leading process improvements, and establishing effective monitoring systems to track vendor performance.