Sr Progrm Mgr Spl Returns, 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.

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.

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## Job Summary

In this role with the WW Reverse Logistics Services (RLS) Transportation team, you will own two critical pillars: Specialized Returns Management and Transportation Controllership. You will ensure every program across specialized product categories has the required technical and operational support across internal and external systems. You will drive programs that 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.

## 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

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## 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, supply chain, or related field
- Experience in reverse logistics, returns management, or transportation controllership
- Knowledge of dangerous goods regulations and compliance frameworks
- Familiarity with general AI tools

Key job responsibilities
PILLAR 1: Specialized Returns Management
You will own the end-to-end program strategy, operational readiness, and continuous improvement for specialized return categories that require unique process paths, carrier configurations, and compliance frameworks. This pillar spans six interconnected domains that collectively ensure Amazon's returns network can handle the full spectrum of product types safely, compliantly, and cost-effectively.

You will drive reverse logistics programs for oversized and heavy items, owning cost optimization, traceability, and pickup goal attainment while partnering with cross-functional teams on quarterly business reviews and scalable metric frameworks. In parallel, you will own the direct-to-disposition returns process path, ensuring proper tracking, site routing accuracy, and volume monitoring as new sites and carriers are onboarded. For high-value product categories such as jewelry and watches, you will manage specialized routing and processing thresholds while ensuring compliance with security and handling requirements for precious goods.

You will lead the cross-functional program for safe and compliant returns, coordinating across Legal, Dangerous Goods, last-mile, and carrier teams to drive requirements documentation, leadership reviews, and carrier partner readiness including infosec assessments. Finally, you will manage programs and policies for non-returnable items, coordinating with Legal and compliance teams on classification, policy updates, and resolution eligibility frameworks.

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PILLAR 2: Transportation Controllership

You will own the defects with regards to NA Returns Transportation manifest, ensuring cost discipline, carrier compliance, and operational transparency across the returns network.

Your primary focus will be driving the end-to-end off-manifest reduction strategy across all carriers — investigating root causes, defining KPIs, and delivering measurable reductions in shipments that deviate from expected routing. You will leverage controllership reporting and communicate trends and corrective actions to senior leadership. Beyond off-manifest, you will manage carrier spend approvals, cost-per-unit goal attainment for this area, and contract compliance, proactively tracking financial risks, while driving cross-team communication improvements to systematically eliminate dependencies and defects.

A day in the life
- **Drive program objectives** – define project plans, manage implementation activities, and develop processes and communications for program rollout and ongoing support
- **Scale services and tools** – design processes that scale with business growth in volume, complexity, and marketplace
- **Define key performance indicators** – develop metrics and SLAs for core programs, and track delivery against objectives
- **Communicate** new/updated programs, policies, and processes to leaders and cross-functional organizations
- **Drive resolution of critical issues** – support deep dives to ensure root cause analysis and correction
- **Negotiate** efficient and reliable processes across partner teams to systematically eliminate dependencies and defects

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