Description

Amazon.com, Inc. (NASDAQ:AMZN), a Fortune 500 company based in Seattle, opened on the World Wide Web in July 1995 and today offers Earth's Biggest Selection. Amazon.com, Inc. seeks to be Earth's most customer-centric company, where customers can find and discover anything they might want to buy online, and endeavors to offer its customers the lowest possible prices. Today, we operate retail websites in nine countries, offering millions of products in more than 40 categories worldwide, and we still like to work hard, have fun and make history!

Amazon's Retail Business Services (RBS) team is looking for a Sr. Program Manager to drive customer Return reduction program (aka) Concession program. Objective of the Program is to eliminate negative experience of the customer by understanding root cause for returns and eliminate it.

Return Analytics and Automation manager role is to increase the coverage of root cause to drive fix coverage to 80% of WW entitlement. The candidate in this role expected to convert the human intelligence to artificial intelligence or rules to constantly evolve the tech & Science based solutions which would benefit Opex optimization and return expertise deskilling. The Analytics and Automation Manager oversees the effective use of data analytics and automation technologies to improve business performance. They work closely with data scientists, developers and operations teams to understand process issues and implement automated solutions using tools like machine learning and robotic process automation. Key responsibilities include managing projects to develop analytical models and automated workflows, documenting requirements, tracking metrics to measure impact, and training teams on new systems. The goal is to surface valuable insights, streamline operations, minimize human error and boost productivity through data-driven and automated strategies.

Key job responsibilities

• Develop and implement strategies to increase the coverage of root cause analysis to drive fix coverage to 80% of worldwide entitlement.

• Convert human intelligence into artificial intelligence or rules-based solutions to constantly evolve technology and science-based solutions that optimize OPEX and enable the deskilling of return expertise.

• Oversee the effective use of data analytics and automation technologies to improve business performance.

• Collaborate closely with data scientists, developers, and operations teams to identify process issues and implement automated solutions using tools like machine learning and robotic process automation.

• Manage projects to develop analytical models and automated workflows, documenting requirements and tracking metrics to measure the impact of implemented solutions.

• Train teams on new systems and technologies to ensure effective utilization and adoption of data-driven and automated strategies.

• Continuously identify opportunities to surface valuable insights, streamline operations, minimize human error, and boost productivity through data-driven and automated approaches

A day in the life

As an Automation and Analytics Manager, you bring a curious mindset to dive into complex datasets, customer feedback, and product information to uncover hidden problems. You develop well-documented, data-driven business cases to influence the prioritization of solutions that address these issues. By analyzing data, identifying patterns, and implementing upstream fixes, you present insights to leadership, measure the impact of your work, and celebrate the improved customer experience and cost savings. Your data-driven approach and technical expertise drive continuous process improvements and operational optimization

About the team

The RBS Customer Return (C-Return) Program is dedicated to enhancing the customer experience and minimizing revenue loss. By proactively identifying and addressing customer defects, as well as fixing upstream process gaps, the program aims to reduce worldwide customer-initiated returns from the current state of 5.77% to below 0.88%. Through a systematic approach, the team focuses on identifying and eliminating the top reasons for returns, ensuring a seamless and positive customer experience. The program emphasizes a technology-driven mindset to deliver scalable solutions that optimize operations and drive continuous improvements

Basic Qualifications

7+ years of experience in data analytics, automation, or a related technical role, with a proven track record of driving impactful projects.

Proficient in data analysis and visualization tools, with an understanding of machine learning, AI, and RPA.

Ability to translate business requirements into technical solutions and lead cross-functional teams to implement analytical models and automated workflows.

Excellent project management and stakeholder management skills, with the ability to communicate complex concepts effectively.

Demonstrated experience in driving continuous process improvements, optimizing operations, and achieving measurable business impact through data-driven strategies.

Adaptable, innovative, and able to lead and develop high-performing teams.

Preferred Qualifications

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

Experience across data analytics (SQL/Tableau/Quick-sight), and data engineering.