Senior Manager, Program Management, RLOI UTR: PEX

Are you ready to transform Return Logistics operations at scale? We"re seeking a strategic program leader who thrives on solving complex operational challenges while building high-performing teams. In this role, you"ll act as a business owner directly impacting Amazon"s profit and loss, driving process excellence across Return Logistics sites while reducing operational defects year over year. You"ll lead initiatives that improve cost to serve and recovery metrics while developing talent through innovative adoption of AI skills.

As a single-threaded Program Management Office leader, you"ll influence product roadmaps, make critical prioritization decisions that affect daily operational performance, and collaborate across 10+ stakeholder teams. Your analytical depth and program excellence will drive measurable business outcomes, from automation design for item-level sortation to seamless integration of new process flows. This role offers the unique opportunity to shape the future of Return Logistics operations across North America, Europe, and beyond.

Key job responsibilities

• Lead and develop a high-performing program management team, coaching members to balance long-term strategic initiatives with tactical execution while advancing AI capabilities and modern program management practices
• Own end-to-end program delivery for automation and process excellence initiatives across Return Logistics sites, coordinating resources, mitigating risks, and tracking progress to achieve measurable improvements in gross recovery metrics and operational defects
• Influence and align 10+ cross-functional stakeholder teams to drive consensus on product roadmaps and process changes, adapting communication approaches based on stakeholder backgrounds and managing expectations effectively
• Analyze complex operational data and performance patterns to identify improvement opportunities, evaluate alternatives, and implement solutions that reduce problem-solve defects while improving cost to serve for Return Logistics operations
• Drive the design and implementation of business configuration tools and low-code solutions that create hands-off-the-wheel capabilities, raising the bar on operational workflows while making it easier for associates to execute correctly

A day in the life

Your day starts by reviewing operational metrics and identifying trends that need attention. You"ll lead strategic planning sessions with your program management team, discussing priorities for automation design initiatives and process improvements across Return Logistics sites. Mid-morning, you"re facilitating alignment meetings with cross-functional stakeholders-from operations teams to product managers-influencing roadmap decisions that balance customer experience with associate needs. In the afternoon, you"re analyzing data to evaluate solutions for reducing operational defects, then coaching a team member on stakeholder management techniques. You"ll wrap up by reviewing progress on your hands-off-the-wheel tooling initiatives and planning next steps for continuous improvement projects.

About the team

The Reverse Logistics Operations Integration (RLOI) team drives innovation across all aspects of Return Logistics Under The Roof operations, including Customer Returns, Amazon Resale, Specialty, External Repairs, and Box on Demand. We focus on driving performance efficiencies while maintaining or raising the quality bar in everything we do. Our team culture balances developing scalable long-term processes with implementing scrappy, quick wins for pilots and continuous improvement initiatives.

We"re problem solvers who challenge conventional approaches and thrive in fast-paced environments. Working across multiple business units, we design and implement solutions that drive meaningful operational improvements. Join us to influence the future direction of Return Logistics operations across North America, Europe, and beyond, while working with a team that values innovation, collaboration, and continuous learning.