Program Manager, Returns Transportation, WW Returns & Recommerce (Reverse Logistics Services)

Amazon's Worldwide Returns and ReCommerce (WWRR) team invents bold solutions in sustainable transportation and returns experiences that create trust and value for customers, selling partners, and shippers and benefit people and the planet. WWRR includes the full complement of business, product, program, operational, data, and software engineering teams, who work together to identify and remove defects that cause returns, reinvent the return experience, and manage the lifecycle of returned, overstock, and damaged products, with the objective of throwing nothing away.

We are looking for a Program Manager to join the North America Returns Transportation team to help adapt strategies, plans and solutions in response to business requirements. The ideal candidate will be excited about understanding and implementing programs, partnering with various key stakeholders across business and technology teams to dive into the business challenges, all while being able to understand and identify insights and provide scalable solutions. This role requires an individual who will focus on ensuring every Amazon Launch or Program has the required technical and operation support across a variety of internal and external systems. You will contribute to and drive programs that will offer new and delightful experiences to customers and stakeholders.

Key job responsibilities

• Provide program management and define project plans including implementation activities, process development, documentation, and communication for program/process rollout with ongoing support
• Design and implement scalable processes and procedures with business growth
• Develop and define KPIs and metrics for programs and processes
• Drive resolution of customer issues (internal/external) through deep dives
• Prepare and deliver business requirement reviews to leadership teams
• Excellent writing skills, to create artifacts easily digestible by multiple stakeholders
• Be self-driven, and show ability to deliver on ambiguous projects with incomplete data
• 25% of the time to be invested into field visits and analyzing defects on the ground.

About the team

We are a diverse team who embrace the different perspectives and experiences of our team mates, prioritize fun at work, encourage work-life harmony, and celebrate our wins and accomplishments together. We are backed by strong leadership dedicated to operational excellence. If you possess the ability and passion to innovate for customers and want to create the best in the world returns experience, then we want you on our team.