Senior Program Manager, Fraud, Flex FACT

At Amazon, we're working to be the most Customer-centric company on earth. One customer experience that we're constantly looking to take to a new level is how we fulfill and deliver their orders. Our goal is to exceed the expectations of all our customers by ensuring that their orders, no matter how large or small, are delivered where and when they need them, as quickly, accurately, and cost effectively as possible. To meet this goal, Amazon is continually striving to innovate and provide best in class service levels through the introduction of pioneering new products and services in the last mile delivery space. We are doing this by building a world class last mile operation, significantly complimented by Amazon Flex. 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. This role affords an opportunity to work on innovation, while directly contributing to driving an improved experience for Amazon customers and Delivery Partners.

As a Program Manager for Fraud Prevention, you will drive the execution and continuous improvement of fraud prevention programs across the Amazon Flex ecosystem. You will partner cross-functionally with technology, science, operations, legal, and finance teams to implement mechanisms that detect, prevent, and mitigate fraudulent activity. This role requires a data-driven operator who can translate ambiguous problem spaces into clearly scoped programs, define measurable success criteria, and deliver results through influence rather than authority. You will balance fraud risk reduction with delivery partner experience and operational efficiency, ensuring that enforcement actions are fair, scalable, and defensible.

Key job responsibilities
Own end-to-end program management for fraud prevention initiatives — from problem identification and scoping through mechanism design, launch, and post-launch iteration
Develop and maintain operational metrics, dashboards, and reporting cadences to track fraud trends, program effectiveness, and key performance indicators
Write clear and compelling documents (narratives, program briefs, business reviews) to communicate program status, risks, and recommendations to leadership
Partner with science and technology teams to define requirements for detection models, enforcement tooling, and automation capabilities
Conduct root cause analysis on emerging fraud patterns and translate findings into actionable program recommendations
Design and manage escalation workflows, investigation processes, and enforcement mechanisms in collaboration with operations and legal teams
Coordinate cross-functional working groups to drive alignment on program priorities, timelines, and trade-offs
Build and maintain Standard Operating Procedures (SOPs) for fraud response and enforcement actions
Monitor the effectiveness of existing controls, identify gaps, and propose enhancements based on data insights
Support the rollout of new fraud prevention programs across regions, ensuring consistent execution and adapting for local requirements
Present program updates, deep dives, and recommendations to senior leadership (Sr. Managers, Directors)

Basic Qualifications

- 5+ years of program or project management experience
- Experience using data and metrics to determine and drive improvements
- Experience owning program strategy, end to end delivery, and communicating results to senior leadership

Preferred Qualifications

- 2+ years of driving process improvements experience
- Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field
- Knowledge of general AI tools
- Experience designing, implementing, and scaling upskilling, apprenticeship, or workforce development programs across large-scale operations or corporate environments, including forecasting workforce needs and leveraging analytics to drive program decisions

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 https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.

USA, WA, Bellevue - 115,600.00 - 160,000.00 USD annually