Senior Program Manager

Experience in program or project management - Experience using data and metrics to determine and drive improvements - Experience owning program strategy, end to end delivery, and communicating results to senior leadership
Amazon’s Worldwide Returns and ReCommerce (WWRR) team invents bold solutions in sustainable transportation and returns experiences that create trust and value for customers, selling partners, and shippers and benefit people and the planet. We are an agile, innovative organization dedicated to “The Four Zeros”. We constantly invent to delight customers and create long-term value while encouraging the reuse of returned product and reducing product waste. WWRR includes the full complement of business, product, program, operational, data, and software engineering teams, who work together to identify and remove defects that cause returns, reinvent the return experience, and manage the lifecycle of returned, overstock, and damaged products, with the objective of throwing nothing away. Amazon WW RLS is comprised of business, product, operational, program, software engineering and data teams that manage the life of a returned or damaged product from a customer to the warehouse and on to its next best use. Our work is broad and deep: we train machine learning models to automate routing and find signals to optimize re-use; we invent new channels to give products a second life; we develop world-class product support to help customers love what they buy; we pilot smarter product evaluations; we work from the customer backward to find ways to make the return experience remarkably delightful and easy; and we do it all while scrutinizing our business with laser focus. We are looking for a Program Manager that can independently manage marketplaces and drive changes to improve customer experience. You have the opportunity to drive the best returns customer journey across millions of customers. You will gain inspiration from best practices in different marketplaces, but learn and adapt these locally. You're encouraged to move fast and deploy customer facing features. The role involves working with multiple retail, ops, procurement, finance and customer service stakeholders. Joining this team gives you the opportunity to develop a world-class customer experience while driving operations excellence at scale. Key job responsibilities Independently manage returns for 4 EU marketplaces Shape the returns customer journey and reverse journey from customer to the return center, by contributing to the wider team strategy. Execute WW and EU goals such as - adoption of LFBF, cost, ops excellence and sustainability targets in the specific EU marketplaces Drive adoption of convenient and low cost returns solutions in marketplace Negotiate with carriers directly and execute signature of returns contracts Communicate regularly with Senior leaders such as directors and VPs to represent marketplace as well as the wider team. Drive resolution of critical issues and escalations. About the team We are a diverse team who embrace the different perspectives and experiences of our team mates, prioritize fun at work and celebrate our wins and accomplishments, together. We are backed by strong leadership dedicated to operational excellence, who can offer the scope and support needed for substantial career growth. If you possess the ability and passion to innovate for customers and want to create the best in the world returns experience, then we want you on our team.
- Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field
- Experience leading process improvements