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.

The Reverse Logistics Operational Excellence (ROE) team within the Amazon Delivery (AD) org is seeking a Senior Program Manager (PM) to deliver strategically-important cross-functional projects across the United States Customer Returns (ReLo) business unit. This role requires scoping and creating project plans, developing processes, coordinating and driving execution, and communicating to senior leaders and key stakeholders on status, changes, risk, and entitlement. Cross-functional coordination and executive presence are critical.

This specific PM role is centered around Ops Integration and programmatic support for various Inbound and Outbound Under The Roof (UTR) processes with ReLo Return Centers, including driving improvements with UTR transfer out and overall inventory placement to optimize cost to serve. This role will work closely with product managers, program managers, software developers, and operations stakeholders to deliver on strategic improvements that result in sustained continuous improvement. This PM should have the ability to break down complex issues and features to Operations teams and high level leadership within Amazon business and Operations orgs.

This position requires up to 25% travel

Key job responsibilities

• Own the UTR Transfer Out program for US Reverse Logistics, including inventory placement cost optimization

• Own the launch and scaling of inventory placement enhancements including driving experiments (program pilots) and exploration of new concepts and workstreams

• Own operationalization components including site specific operational readiness plans

• Support operations and cross functional teams to drive quality improvements with transfer out DPMO, process health and inventory quality

• Create mechanisms for continuous improvement of speed, cost, customer experience and operator experience

• Create dashboards and track success metrics

A day in the life

The Program Managers of the ReLo Ops Integration 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 Inbound, Outbound and Transportation (IOT) team aims to provide operational execution support across North American Return Centers through the creation of products, programs and strategic guidance, ultimately accelerating critical network goal attainment. This team owns 5 fundamental areas within the Reverse logistics operational space: (1) Under the roof (UTR) Transportation, (2) UTR Removals, (3) UTR Bottom of the Funnel Channels, (4) UTR Storage Capacity and Configuration, (5) UTR Inbound Visibility, and (6) Sustainability. The IOT team has a responsibility to act as process SME’s across these key areas, while driving execution of programs to support new business needs, creating standards, enabling entitlement through operationalizing partner team initiatives, influencing overall tool optimization and improving execution performance through data insights.

Basic Qualifications

• 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

• Experience working cross functionally with non-tech teams

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

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.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $104,100/year in our lowest geographic market up to $185,000/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.