Principal Program Manager, WW FBA Returns Team

About the position

The Selling Partner Services (SPS) team operates the business, technology and seller services that make Amazon the best place on Earth for 3rd party sellers to start and grow a global business. Today, the vast majority of those sellers choose to do so trusting Fulfillment by Amazon (FBA) to fully manage their selection from the factory floor to the customer door, allowing sellers to leverage the power of Amazon's global fulfillment network. Our mission in WW FBA is to enable the long-term success of our sellers by building best-in-class processes and tools that make FBA the simplest, most reliable and profitable channel for our sellers. Our store has enabled sellers of all sizes and origins to compete in an evolving global market, and today WW sellers serve tens of millions of items to customers globally. The success of WW FBA is synonymous with that of our sellers, and the WW FBA Returns team is on a mission to help ensure that success. The WW FBA Returns team leads WW strategies and initiatives focused on reducing FBA returns to protect the customer experience, helping sellers to reduce returns enable seller success by improving the quality of their listings and products selling globally at Amazon, and reducing our cost to serve. The team is seeking an experienced Principal Program Management leader to define the strategy and drive the execution of a roadmap for returns reduction for key areas of focus for FBA's vision including returns reduction for High ASP and Non-Sortable selection as well as developing strategies WW and Emerging Markets. The successful execution of this roadmap requires collaboration with teams across multiple organizations such as Retail Business Services (RBS), Category Teams, WW Returns and Recommerce, Customer Service, US 3P and FBA regional teams, and other business and SPS teams. This leader will be responsible for identifying high impact opportunities, generating actionable insights from customer derived sources and seller feedback, defining clear problem statements to address egregious and repetitive defects that result in customer returns, tracking impact of initiatives in return reduction, identifying risks and defining mitigation plans. If you are passionate about improving the customer shopping experience by reducing defects that result in returns and helping sellers be successful in improving the quality of their products and listings, this may be the role for you!

Responsibilities

• Define the WW strategy for FBA and drive initiatives to reduce returns focused on high impact cohorts and inform prioritization through both data and anecdotes on pain points from both customer and sellers
• Set up mechanisms to track performance of customer returns metrics and goals, identify trends, measure the impact of initiatives, and define path to green or mitigation plans as needed
• Partner with Product, Science, Economics, Category, Business and Finance teams to align on input goals and deliver scalable product solutions and policy changes to drive return reduction
• Quantify the impact of return reduction initiatives into key output metrics
• Define a WW roadmap in partnership with regions within FBA
• Report performance via mechanisms across orgs including WW FBA, WW Returns and Recommerce, Customer Service and US 3P (MBR, OP1/OP2, 3YF, etc.), provide key program updates for leadership visibility and input
• Own developing a pipeline of initiatives to feed into current year, next year OP plan, and 3YF
• Provides inputs into product/tech roadmaps in SPS, Retail, and other orgs to improve returns related functionality, insights and tools for sellers in Seller Central and CX features for customers to make better informed decisions and recommendations for policy updates
• Communicate effectively, both written and verbal, with audiences of all levels and geographies, including senior leadership
• Utilize Amazon documents to communicate clear messages that foster productive discussions and facilitate alignment on key priorities and investments

Requirements

• Bachelor's degree
• 10+ years of program or project management experience
• 7+ years of working cross functionally with tech and non-tech teams experience
• 7+ years of managing, analyzing and communicating results to senior leadership experience
• Experience implementing repeatable processes and driving automation or standardization
• Experience defining program requirements and using data and metrics to determine improvements

Nice-to-haves

• Experience delivering projects within scope, time, budget and quality

Benefits

• Base pay ranges from $124,900/year to $206,500/year depending on geographic market
• Equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package
• Full range of medical, financial, and/or other benefits