Sr. Program Manager, ReLo Ops Integration (RLOI)

About the role

Join the ReLo Ops Integration (RLOI) team where you'll drive world-class operational standards while building scalable processes that optimize costs and enhance customer experience. As a Program Manager III, you'll thrive in ambiguous environments, working across Worldwide Returns & Recommerce teams to deliver strategic capabilities that serve unique customer and business needs.

Key job responsibilities

• Scope, design, and implement operational capabilities to support new business needs while ensuring alignment with organizational objectives and strategic vision
• Drive process optimization initiatives that reduce costs through performance efficiencies, utilizing data analysis and metrics to identify improvement opportunities
• Develop and maintain Standard Operating Procedures to ensure compliance, quality, and scalability across ReLo operational sites
• Create and deploy field tools and dashboards to assist with execution of operational excellence pillars, working with cross-functional teams to ensure effective implementation
• Lead shared projects with WWRR teams including nation wide Customer Return Centers (RCs), ReCommerce, Return on Experience Programs, and Technology as cross-functional stakeholder, managing complex program life-cycles with significant business impact

About The Team

The ReLo Operations Integration (RLOI) team within Worldwide Returns & Recommerce organization innovates across all aspects of ReLo operations to drive performance efficiencies and raise the bar on operational excellence through safety, Associate experience, Cost optimization, and Recovery improvements. Our team structure comprises four core pillars led by experienced leaders: Business Process Optimization, Process Excellence, Process Integration & Delivery, and Operationalization of Next Generation Automations. We're focused on transforming how returns operations work by building technological capabilities, optimizing operator tools, and creating seamless process flows. Our mission centers on delivering effective field execution practices that serve both customer needs and business objectives, positioning us at the forefront of operational innovation within Amazon's returns ecosystem.

Basic Qualifications

• 5+ years of program or project management experience
• Experience using data and metrics to determine and drive improvements
• Knowledge of Excel at an intermediate level (e.g., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, etc.)
• Knowledge of general AI tools

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