Sr. Program Manager, Worldwide Returns & ReCommerce

$104,100 - $185,000/Yr

Amazon - Phoenix, AZ

Full-time - Mid Level

Phoenix, AZ

Sporting Goods, Hobby, Musical Instrument, Book, and Miscellaneous Retailers

About the position

The Sr. Program Manager for Worldwide Returns & ReCommerce at Amazon is responsible for building and leading programs focused on Returns Exceptions and Operations Flow. This role aims to innovate solutions to address challenges in the returns process, enhancing the customer experience for returned and resold items. The position involves collaboration with Operations leaders and cross-functional teams to design an operational workflow management system that improves quality management within operations.

Responsibilities

• Build and lead programs for Returns Exceptions and Operations Flow.
• Innovate solutions to standardize exceptional returns processes.
• Partner with Operations leaders to influence the design of operational workflows.
• Identify, evaluate, and solve gaps in Returns Processing to minimize impacts on customers.
• Create scalable and automated solutions to customer problems in the returns process.
• Design, own, and report on KPIs and metrics to gauge program health.
• Collaborate with cross-functional partners to integrate and deliver large program initiatives.
• Review KPIs in forums such as WBR and MBR.
• Own and author vision documents for program initiatives.
• Interview Associates and Operations leadership for input on product development.

Requirements

• 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.

Nice-to-haves

• 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.

Benefits

• Competitive salary based on market location and experience.
• Equity and sign-on payments as part of total compensation package.
• Full range of medical, financial, and other benefits.