Sr. Program Manager, SFI

The Sales & Financial Integrity (SFI) organization's mission is to build a store where abuse is economically unviable, sellers compete on merit, customers trust every product they see, and every dollar entering, moving through, or leaving Amazon flows to a known and compliant entity.
The Sr. Program Manager drives continuous improvement, leveraging GenAI proficiency, across SFI Operations — a 400+ member team spanning SAP and FRM. This role is responsible for owning and driving the Operational Excellence roadmap through GenAI solutions — including ownership of a $XX MM opex goal — by identifying inefficiencies, designing scalable solutions, and embedding a culture of operational excellence and AI-first thinking across SFI Operations teams.
The Sr. PM will own a portfolio of programs covering defect elimination, change management, seller and customer experience improvement, and GenAI adoption — leveraging generative AI tools, automation frameworks, and machine learning capabilities to accelerate impact. They will interact with and influence stakeholders across Risk, Product, Program, Operations, Technology, Analytics, and Finance to deliver measurable improvements in quality, productivity, and cost efficiency.
The ideal candidate combines analytical depth with cross-functional leadership and demonstrated GenAI proficiency to drive measurable improvements at scale. They will own cross-functional responsibilities and be passionate about the selling partner experience, innovation, GenAI-driven process transformation, and cross-team partnerships to deliver business impact.
The position involves regular interactions with senior management on status, risks, and opportunities — including GenAI-driven efficiency gains. The Sr. PM is a key contributor to weekly mechanisms that aim to provide the perfect experience as Amazon launches initiatives, initiates changes, makes improvements across tools (including AI-powered tools), adds new features, or creates and updates policies or programs.

Key job responsibilities
Process Improvement & Automation

• Identify, prioritize, and lead operational excellence initiatives including automation, defect elimination, and process standardization
• Design and implement lean methodologies (Six Sigma, Kaizen, DMAIC) to reduce waste and improve cycle times
• Partner with technology teams to develop and deploy GEN AI automation solutions that reduce manual effort and improve accuracy
• Conduct root cause analysis on operational defects and implement corrective/preventive actions
• Serve as a liaison between operations, product, and technology teams to align improvement efforts with business objectives

Performance Management & Metrics

• Establish and monitor key performance indicators (KPIs) for operational health, including quality rates, productivity, AHT, defect rates, and SLA adherence
• Build and maintain dashboards and reporting mechanisms to track initiative progress and ROI
• Conduct regular business reviews (WBR/MBR) to communicate performance trends, risks, and mitigation strategies
• Set expectations and establish a culture of operational excellence across the organization
• Drive adoption of new tools, processes, and workflows through structured change management

Strategic Planning

• Develop the operational excellence roadmap aligned with organizational goals and OP planning cycles
• Manage the intake, prioritization, and delivery of OpEx project requests from stakeholders
• Track and report on initiative savings, cost avoidance, and productivity improvements