Job Description
At Amazon Worldwide Returns & ReCommerce, (WWR&R), we aspire to zero: zero cost of returns, zero waste, and zero defects.
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, data, and software engineering teams, who together manage the lifecycle of returned and damaged products.
In this role, you will work closely with product managers, program managers, software developers, and operations stakeholders to improve the Customer Returns and ReCommerce tools. You will establish programs for our operations evaluation product suite to ensure the best associate and customer experience. 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
- Own evaluation tools suite based enhancements specific to the AMXL business line
- Partnering with ReLo Operations, Product, business teams and Ops support teams to launch new programmatic initiatives that improve recovery while reducing concessions
- Identify Upstream Defects and partner with respective teams across PMO, product, tech & Ops for sustainable solution mechanisms
- Create mechanisms for continuous improvement for AMXL operations and raising the bar of excellence
- Develop dashboards and track success metrics
A day in the life
The Program Managers of the XL ReLo Ops Excellence team own scoping, designing, and implementing:
1) Operational capabilities to support new business needs
2) Operational processes to reduce cost through performance efficiencies
3) Standard Operating Procedures to ensure compliance, quality, and scalability
4) Field tools and dashboards to assist with execution of brilliant basic pillars
5) Shared projects with other WWR&R teams - NCRC, ReCommerce, ROE Programs and Tech - as cross functional stakeholders
About the team
The XL ReLo Ops Excellence team innovates across all aspects of ReLo operations to drive performance efficiencies while maintaining or raising the quality bar. Scalable long-term processes drive the team's vision yet do not hamper a culture of implementing scrappy, quick wins for pilots and continuous improvement. We win when Ops wins.
Numbers & Facts
| Location | Bellevue, WA |
| Industry | Retail |
| Company Size | 10,000 employees or more |
| Year Founded | 1994 |
| Website | http://Amazon.com/militaryroles |
About Company
At Amazon, we don’t wait for the next big idea to present itself. We envision the shape of impossible things and then we boldly make them reality. So far, this mindset has helped us achieve some incredible things. Let’s build new systems, challenge the status quo, and design the world we want to live in. We believe the work you do here will be the best work of your life.
Wherever you are in your career exploration, Amazon likely has an opportunity for you. Our research scientists and engineers shape the future of natural language understanding with Alexa. Fulfillment center associates around the globe send customer orders from our warehouses to doorsteps. Product managers set feature requirements, strategy, and marketing messages for brand new customer experiences. And as we grow, we’ll add jobs that haven’t been invented yet.
It’s Always Day 1
At Amazon, it’s always “Day 1.” Now, what does this mean and why does it matter? It means that our approach remains the same as it was on Amazon’s very first day – to make smart, fast decisions, stay nimble, invent, and stay focused on delighting our customers. In our 2016 shareholder letter, Amazon CEO Jeff Bezos shared his thoughts on how to keep up a Day 1 company mindset. “Staying in Day 1 requires you to experiment patiently, accept failures, plant seeds, protect saplings, and double down when you see customer delight,” he wrote. “A customer-obsessed culture best creates the conditions where all of that can happen.” You can read the full letter here
Our Leadership Principles
Our Leadership Principles help us keep a Day 1 mentality. They aren’t just a pretty inspirational wall hanging. Amazonians use them, every day, whether they’re discussing ideas for new projects, deciding on the best solution for a customer’s problem, or interviewing candidates. To read through our Leadership Principles from Customer Obsession to Bias for Action, visit https://www.amazon.jobs/principles
Wherever you are in your career exploration, Amazon likely has an opportunity for you. Our research scientists and engineers shape the future of natural language understanding with Alexa. Fulfillment center associates around the globe send customer orders from our warehouses to doorsteps. Product managers set feature requirements, strategy, and marketing messages for brand new customer experiences. And as we grow, we’ll add jobs that haven’t been invented yet.
It’s Always Day 1
At Amazon, it’s always “Day 1.” Now, what does this mean and why does it matter? It means that our approach remains the same as it was on Amazon’s very first day – to make smart, fast decisions, stay nimble, invent, and stay focused on delighting our customers. In our 2016 shareholder letter, Amazon CEO Jeff Bezos shared his thoughts on how to keep up a Day 1 company mindset. “Staying in Day 1 requires you to experiment patiently, accept failures, plant seeds, protect saplings, and double down when you see customer delight,” he wrote. “A customer-obsessed culture best creates the conditions where all of that can happen.” You can read the full letter here
Our Leadership Principles
Our Leadership Principles help us keep a Day 1 mentality. They aren’t just a pretty inspirational wall hanging. Amazonians use them, every day, whether they’re discussing ideas for new projects, deciding on the best solution for a customer’s problem, or interviewing candidates. To read through our Leadership Principles from Customer Obsession to Bias for Action, visit https://www.amazon.jobs/principles
Skills
- Business Operationsunmatched
- Business Supportunmatched
- Continuous Improvementunmatched
- Cost Controlunmatched
- Cross-Functionalunmatched
- Customer Experienceunmatched
- Logisticsunmatched
- Maintain Complianceunmatched
- Metricsunmatched
- Operational Auditunmatched
- Operational Improvementunmatched
- Operational Supportunmatched
- Operations Processesunmatched
- Product Lifecycleunmatched
- Product Programsunmatched
- Product Testingunmatched
- Productivity Managementunmatched
- Project Management Softwareunmatched
- Project/Program Managementunmatched
- Reporting Dashboardsunmatched
- Retailunmatched
- Return on Equity (ROE)unmatched
- Software Developmentunmatched
- Software Engineeringunmatched
- Standard Operating Procedures (SOP)unmatched
- Technical Operationsunmatched
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