Sr. Program Manager, ReCommerce, ReCommerce

Amazon • Shepherdsville, KY

4d

About The Position

At Amazon Worldwide Returns & ReCommerce (WWR&R), we aspire to zero: zero cost
of returns, zero defects, and zero waste.
We are an agile, innovative organization dedicated to ‘making zero happen’ to
benefit our customers, company, and environment. We are constantly innovating to
create long-term value at Amazon by investing in the future and focusing on the
planet, not just on the bottom line. WWR&R includes business, product, program,
operational, data, and software engineering teams, who together manage the
lifecycle of returned and damaged products.
In this role, you will lead a team of program managers and process specialists
responsible for under the roof quality metrics, working with both business and
operational partners to standardize processes, workstations, training, and item
evaluation content. You will champion and diagnose global Amazon processes,
identify improvement opportunities, devise strategies and guide/implement the
improvement effort including standardization worldwide. You will be a caretaker
for global best practice sharing and documentation. You will be influential in
forging cohesive business relationships between our product, operations, and
business retail and FBA teams, while designing scalable, systematic solutions
that improve our quality metrics and reduce customer concessions. You will be
responsible for identifying and driving short-term improvements through your
team, while building strategies that support our Reverse Logistics building of
the future.
Come join us and innovate with the Amazon Worldwide Returns & ReCommerce team!

Requirements

• 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

Nice To Haves

• 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
• 4+ years of managing, analyzing and communicating results to senior leadership experience, or a MBA and 7+ years of working cross functionally across several teams experience

Responsibilities

• Leading program management efforts to improve yield for specialty returns by building new capabilities in the Reverse Logistics network.
• Determining the long-term strategy to perform specialized grading on returned and damaged goods worldwide.
• Balancing Amazon (and Seller’s) Recovery with customer trust.
• Reporting progress against key goals and metrics with executive leaders in WBR, MBR, and QBRs
• Deep diving and responding to executive escalations for customer trust issues for products resold to customers
• Partnering with ReLo Operations, ACES, Product, and business teams to launch new programmatic initiatives that improve recovery while reducing concessions

Benefits

• 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
• parental leave

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level