Description

At Amazon Worldwide Returns & ReCommerce, (WWR&R), we aspire to zero: zero cost of returns, zero waste, and zero defects.

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, data, and software engineering teams, who together manage the lifecycle of returned and damaged products.

In this role, you will work closely with product managers, program managers, software developers, and operations stakeholders to improve the Customer Returns and ReCommerce tools. You will establish programs for our operations evaluation product suite to ensure the best associate and customer experience. You will be influential in forging cohesive business relationships between our product, operations, engineering, ops support and business retail and FBA teams, while designing scalable, systematic solutions that improve our productivity, recovery, Associate experience, Manager experience and customer experience. 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.

Amazon is Earth’s most customer-centric company and through WWR&R, the Earth is our customer too. Come join us and innovate with the Amazon Worldwide Returns & ReCommerce team!

Key job responsibilities

• Own evaluation tools suite based enhancements for North America

• Partnering with ReLo Operations, Product, business teams and Ops support teams to launch new programmatic initiatives that improve recovery while reducing concessions

• Identify Upstream Defects and partner with respective teams across PMO, product, tech & Ops for sustainable solution mechanisms

• Create mechanisms for continuous improvement of Under the roof (UTR) process flow optimization and raising the bar of excellence

• Create dashboards and track success metrics

A day in the life

The Program Managers of the OI team own scoping, designing, and implementing:

1) Operational capabilities to support new business needs

2) Operational processes to reduce cost through performance efficiencies

3) Standard Operating Procedures to ensure compliance, quality, and scalability

4) Field tools and dashboards to assist with execution of brilliant basic pillars

5) Shared projects with other WWR&R teams – NCRC, ReCommerce, ROE Programs and Tech – as cross functional stakeholders

About the team

The ReLo Ops Integration (RLOI) team innovates across all aspects of ReLo UTR operations (Crets, AW, Specialty, External Repairs & BOD) to drive performance efficiencies while maintaining or raising the quality bar. Scalable long-term processes drive the team’s vision yet do not hamper a culture of implementing scrappy, quick wins for pilots and continuous improvement.

Basic Qualifications

• 5+ years of program or project management experience

• Experience owning program strategy, end to end delivery, and communicating results to senior leadership

• Experience using data and metrics to determine and drive improvements

• Knowledge of Excel at an intermediate level (e.g., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, etc.)

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

• 5+ years of owning program strategy, end to end delivery, and communicating results to senior leadership experience

• Master's degree in supply chain, business, engineering, finance or related technical or quantitative field

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.