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DESCRIPTION

This role will build and lead programs for Returns Exceptions and Operations Flow, and is responsible for innovating solutions to solve some of the toughest challenges in Returns. You will build creative solutions to standardize the exceptional, helping thousands of Operations associates answer the question "but what do I do with THIS?" and improving the Customer Experience for returned and resold items.

Additionally, this role with partner with Operations leaders, program, and product to influence the design of an Operational workflow management system, meant to enable Ops leaders to effectively manage quality within their roles.

The preferred location for this role is within a Return Center or Bellevue, however we may support the role from most US locales.

Key job responsibilities
The Returns Exceptions team works as a part of the Under the Roof Quality team, and identifies, evaluates, and solves for gaps in Returns Processing that, if unremedied, drive egregious impacts for downstream customers through High-Impact Defects, Unreconciled Returns, Concessions, and Escalations. This role will work to create a flow within the exceptions space, as well as within Operations workflow to maximize the total net recovery in RELO, and enable leaders to better perform their job functions. As a Sr. Program Manager, you will work with cross-functional partners both inside and outside of the Returns organization, including program managers, product managers, and operational teams. Your thought leadership will create scalable and automated solutions to customer problems, and you will collaborate with Reverse Logistics Operations stakeholders to integrate and deliver large program initiatives that meet operational needs while minimizing disruption. You will design, own, and report on KPIs and other metrics to gauge the health of your program, and you will work with a highly motivated, skilled, and fun team to refine and implement new ideas. Because the problems this team solves are highly visible, a successful Sr Program Manager will weigh risks and opportunities and help organizational leaders make complex tradeoffs.

A day in the life
- Review KPIs in forums such as WBR, MBR, etc.
- Own and author vision documents
- Partner with Product and Technical teams to define workflows and influence product roadmaps
- Interview Associates and Operations leadership for input on future product development and barrier removal

About the team
At Amazon Worldwide Returns & ReCommerce, 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. WW R&R includes business, product, program, operational, data, and software engineering teams, who together manage the lifecycle of returned and damaged products.

In this role, you will be working with product managers, software developers, program managers and operational partners to improve the customer return experience and re-commerce programs. You will champion global Amazon processes, identify improvement opportunities, devise strategies, and guide and implement the improvement effort worldwide. You will be a leader, required to collaborate cross-functionally with technical, operations, and business retail teams to design scalable and automated solutions to customer problems. You will help integrate and deliver large program and product initiatives to our Reverse Logistics Operations stakeholders. You will be responsible for ensuring these initiatives meet Operations needs while minimizing disruption. You will help design and manage rollout metrics and ensure timely implementation. You will help provide all markets and program teams with playbooks on how to use and sustain tools and services.