Sr Progrm Mgr Returns Transp, Worldwide Returns and Recommerce - Reverse Logistics Services

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 focus on ensuring every Amazon Launch or Program has the required technical and operational support across a variety of internal and external systems. You will contribute to and drive programs that will offer new and delightful experiences to customers and stakeholders.
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, be able to quickly adapt to ambiguous opportunities where you may need to flex and operate as a program manager one day, a product owner the next, and then as project leader to push a project to the finish line.

Key principles for being successful in this role:
Drive program objectives – provide program management and define project plans, manage implementation activities, and develop processes, documentation and communications for program/process rollout and ongoing support.
Scale services and tools – design processes and procedures that scale with the business’ growth in volume, complexity, marketplace.
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, employees, and cross functional organizations.
Drive resolution of critical issues for critical customers as well as support processes/systems deep dives to ensure root cause analysis and correction resulting in improved customer experience.
Negotiate efficient and reliable processes and policies across partner teams to systematically eliminate dependencies and defects.
We are a diverse team who embrace the different perspectives and experiences of our team mates, prioritize fun at work, encourage work-life harmony, 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.
Basic qualifications
• 5+ years of program or project management experience with technology usage
• Experience using data and metrics to determine and drive improvements
• Experience owning program strategy, end to end delivery, and communicating results to senior leadership
Preferred qualifications
• 2+ years of driving process improvements experience
• 1+ years of complex excel model or proprietary technology management experience
• Basic comfort with SQL query
• Master's degree, or MBA in business, operations, science or related field

Key job responsibilities
In this role with the WW Reverse Logistics Services, you will focus on ensuring every Amazon Launch or Program has the required technical and operational support across a variety of internal and external systems. You will contribute to and drive programs that will offer new and delightful experiences to customers and stakeholders.
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, be able to quickly adapt to ambiguous opportunities where you may need to flex and operate as a program manager one day, a product owner the next, and then as project leader to push a project to the finish line.

Key principles for being successful in this role:
Drive program objectives – provide program management and define project plans, manage implementation activities, and develop processes, documentation and communications for program/process rollout and ongoing support.
Scale services and tools – design processes and procedures that scale with the business’ growth in volume, complexity, marketplace.
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, employees, and cross functional organizations.
Drive resolution of critical issues for critical customers as well as support processes/systems deep dives to ensure root cause analysis and correction resulting in improved customer experience.
Negotiate efficient and reliable processes and policies across partner teams to systematically eliminate dependencies and defects.

About the team
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.

Basic Qualifications

- Experience using data and metrics to determine and drive improvements
- 3+ years of program or project management experience
- Experience owning program strategy, end to end delivery, and communicating results to senior leadership

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
- Knowledge of general AI tools
- Experience designing, implementing, and scaling upskilling, apprenticeship, or workforce development programs across large-scale operations or corporate environments, including forecasting workforce needs and leveraging analytics to drive program decisions

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including 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, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.

USA, WA, Bellevue - 115,600.00 - 160,000.00 USD annually