Senior Program Manager - EU Returns Transportation, Returns, ReCommerce & Sustainability
Amazon’s Worldwide Returns and ReCommerce (WWRR) team develops innovative solutions in sustainable transportation and returns experiences that build trust and value for customers, selling partners, and shippers, benefiting people and the planet.
We are an agile, innovative organization committed to “The Four Zeros,” constantly inventing to delight customers and create long-term value while promoting reuse of returned products and reducing waste. WWRR comprises business, product, program, operational, data, and software engineering teams working together to identify and eliminate return-related defects, reinvent the return experience, and manage the lifecycle of returned, overstocked, and damaged products, with the goal of minimizing waste.
Amazon WW RLS includes teams managing the lifecycle of returned or damaged products from customer to warehouse and onward to their next best use. Our work involves training machine learning models to automate routing, developing channels for product reuse, providing world-class support, piloting smarter evaluations, and improving the return experience, all while maintaining a sharp focus on business efficiency.
We seek a Program Manager to enhance operational excellence with 3P carriers and partners, focusing on unreconciled returns and manual reconciled payments. This role involves collaborating with technical, data engineering, and business teams to implement changes that impact the net cost of return concessions. You will work across 30 different carriers in the EU and scale mechanisms worldwide.
This position offers the opportunity to develop a world-class customer experience while driving operational excellence at scale.
Key job responsibilities
1. Drive Charter for reducing Carrier losses: Create scalable mechanisms to audit shipments lost by carriers.
2. Improve losses: Implement programmatic changes to enhance operational visibility and reduce losses.
3. Reduce off manifest: Minimize manual payments to carriers, aligning with Amazon’s controllership guidelines.
4. Scale services and tools: Design processes that grow with business volume and complexity.
5. Define key performance indicators: Develop metrics and SLAs, monitor progress against objectives.
6. Communicate programs: Share updates on policies and processes with leaders and teams.
7. Resolve critical issues: Support deep dives into processes/systems for root cause analysis and improvements.
8. Enhance visibility: Create and improve data tracking and scans throughout the return journey.
About the team
Our diverse team values different perspectives, prioritizes fun, and celebrates successes together. Backed by strong leadership committed to operational excellence, we offer scope and support for significant career growth. If you are passionate about innovating for customers and creating the best returns experience, we want you on our team.
BASIC QUALIFICATIONS
* Experience in program or project management
* Experience using data and metrics to drive improvements
* Experience owning program strategy, end-to-end delivery, and communicating results to senior leadership
PREFERRED QUALIFICATIONS
* Master’s degree or MBA in business, operations, or related fields
* Experience leading process improvements
Amazon is an equal opportunities employer. We value diversity and make recruiting decisions based on experience and skills. We are committed to protecting your privacy and data security. For workplace accommodations, visit this link. If your country isn’t listed, contact your Recruiting Partner.
We do not discriminate based on veteran status, disability, or other protected categories.
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