Description

At Amazon Worldwide Returns & ReCommerce (WWR&R), we aspire to zero: zero cost of returns, zero waste, zero defects, and zero carbon footprint. 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, operational, data, and software engineering teams, who together manage the lifecycle of returned and damaged products.

In this role, you will lead a team of program managers and process specialists responsible for under the roof returns processes, working with both business and operational partners to standardize processes, workstations and training. You will champion and diagnose global Amazon processes, identify improvement opportunities, devise strategies and guide/implement the improvement effort including standardization worldwide. You will be a caretaker for global best practice sharing and documentation. You will be influential in forging cohesive business relationships between our product, operations, engineering, ops support and business retail and FBA teams, while designing scalable, systematic solutions that improve our productivity, recovery, Associate experience, Manager experience and customer experience. You will be responsible for identifying and driving short-term improvements through your team, while building strategies that support our Reverse Logistics building of the future.

Amazon is Earth’s most customer-centric company and through WWR&R, the Earth is our customer too. Come join us and innovate with the Amazon Worldwide Returns & ReCommerce team!

Key job responsibilities

• Managing a team of program managers and specialists responsible for multiple under the roof for process flows within out Reverse Logistics network

• Reporting progress against key goals and metrics with executive leaders in WBR, MBR, QBRs & OPs.

• Determining the long-term strategy to improve evaluation accuracy of returned and damaged goods worldwide driving iterative process improvements as well as driving innovative Thinking Big opportunities

• Balancing Amazon (and Seller’s) Recovery with customer trust

• Deep diving and responding to executive escalations for customer trust issues for products resold to customers

• Partnering with ReLo Operations, Product, business teams and Ops support teams to launch new programmatic initiatives that improve recovery while reducing concessions

• Up to 25% Travel is required.

Basic Qualifications

• 7+ years of team management experience

• 7+ years of cross functional project delivery experience

• 10+ years of program or project management experience

• Bachelor's degree in management, business administration, economics, engineering, marketing

• Experience using data and metrics to drive improvements

Preferred Qualifications

• Experience implementing repeatable processes and driving automation or standardization

• MBA

• • Demonstrated experience and proficiency in effective communication of goals and strategies across multiple leadership levels and facets of an organization.

• • Business analysis acumen, with substantive experience measuring the success of a complex business process and proposing new business opportunities

• • Detail-oriented with a demonstrated ability to self-motivate and motivate project team members to achieve team’s goals

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 $136,200/year in our lowest geographic market up to $225,200/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.