Senior Program Manager, Worldwide Returns and Recommerce

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. In this role with the WW Reverse Logistics Services, you will work customer backwards, contribute to and drive programs that will offer new, remarkably delightful and easy return experience, all while scrutinizing our business with laser focus. Our work is broad and deep. No two days are the same (in a good way!). You will work closely with business stakeholders and technology teams across Amazon to develop scalable solutions for complex problems. You must be equally comfortable partnering with a business team and a technical team, engaging and negotiating with external partners and be able to quickly adapt to ambiguous opportunities. You may need to flex and operate as a program manager one day, a product owner or a business leader the next.

We are looking for a Senior Program Manager to lead our Far East Returns through the implementation of large and medium scale projects and programs within the WW Returns team. This will be achieved through the development and implementation of a scalable returns partnerships and transportation network that represents the best customer experience available. A successful candidate will select, negotiate terms, manage retail/transportation and drive technology integration and configuration to enable new partners to function with the Amazon network. This role will also own operational excellence and ongoing business performance. Competitive applicants will have a background in retail, transportation, program management, vendor negotiations, and analytical experience.

Key principles for being successful in this role: Drive program objectives – provide program management and define project plans, own end-to-end execution. Define key performance indicators – develop metrics and service level agreements for core programs and processes, and track delivery against program objectives. Communicate new/updated programs, policies, and processes to leaders, partners, and cross functional organizations. Drive resolution of critical issues for customers as well as support processes/systems deep dives to ensure root cause analysis and correction resulting in improved customer experience. Negotiate with external partners and internal stakeholders to deliver best-in-class customer experience, business/P&L goals, efficient and reliable processes and policies to systematically eliminate dependencies and defects.