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Product review abuse, fraud & risk operations

Building the Seller Enforcement Program

Amazon could identify fraudulent product reviews, but had no consistent way to hold the sellers behind them accountable. I built the operational framework that made enforcement fair, repeatable, and scalable.

Program ManagementFraudRisk

The Problem

Amazon could identify fraudulent product reviews, but had no consistent way to hold the sellers behind them accountable. Enforcement only happened with significant executive attention or legal involvement, and it didn't scale.

Role
Program Manager

What I did

  • Mapped why enforcement was breaking down, working across investigators, policy, legal, engineering, and leadership.
  • Reframed the problem: the missing piece wasn't investigations, it was connecting abusive reviews back to the seller or brand benefiting from them.
  • Built enforcement rules around that seller relationship, so action was fair, repeatable, and scalable.
  • Designed the operational framework, documented the workflows, and partnered with engineering on automation and with policy, legal, and investigations on rollout - with no playbook to follow.

The Outcome

The program became a standardized part of how Amazon addresses product review abuse. Investigators moved from one-off executive escalations to a consistent framework for identifying abuse, documenting evidence, and taking action.

Building a program isn't just about solving today's problem. It's creating the mechanism that lets the organization solve it consistently in the future.

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Laura Barry — Operations & Program Management
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