Sr. PM, XL ROE

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 constantly innovate 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.

About the role

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.

Responsibilities

• Own evaluation tools suite based enhancements specific to the AMXL business line
• Partner 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, and 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

The Program Managers of the XL ReLo Ops Excellence team own scoping, designing, and implementing:

• Operational capabilities to support new business needs
• Operational processes to reduce cost through performance efficiencies
• Standard Operating Procedures to ensure compliance, quality, and scalability
• Field tools and dashboards to assist with execution of brilliant basic pillars
• 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.

Qualifications

Basic Qualifications

• 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

Preferred Qualifications

• 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

Pay

• USA, AZ, Phoenix: $115,600.00 - $160,000.00 USD annually
• USA, CA, Perris: $115,600.00 - $160,000.00 USD annually
• USA, MI, Romulus: $115,600.00 - $160,000.00 USD annually
• USA, NC, Pineville: $115,600.00 - $160,000.00 USD annually
• USA, NJ, Cranbury: $115,600.00 - $160,000.00 USD annually
• USA, TN, Nashville: $104,100.00 - $155,400.00 USD annually
• USA, TX, Dallas: $115,600.00 - $160,000.00 USD annually
• USA, WA, Bellevue: $115,600.00 - $160,000.00 USD annually

Benefits

Amazon offers comprehensive benefits including:

• Health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance, and option for Supplemental life plans)
• Employee Assistance Program (EAP) and Mental Health Support
• Medical Advice Line
• Flexible Spending Accounts
• Adoption and Surrogacy Reimbursement coverage
• 401(k) matching
• Paid time off and parental leave

Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location.