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DESCRIPTION

In this role with the Instore Experience team within WW Reverse Logistics Services, you will focus on a critical aspect of our business- Quality of Operations.
The role will be responsible for defining and improving key metrics that define quality of operations by managing partner performance across 1P/3P stores. The role will work on exciting technologies roll out at our store locations and works closely with supply chain (Returns Fulfilment Centers, Transporation teams and Store partners) teams to identify and address outliers and directly improve customer experience. You will contribute to and drive programs that will offer new and delightful experiences to customers and stakeholders.

Our work is broad and deep. No two days are the same (in a good way!). You will work closely with business stakeholders and technology teams across Amazon to develop scalable solutions for complex problems. You must be equally comfortable partnering with a business team and a technical team, be able to quickly adapt to ambiguous opportunities where you may need to flex and operate as a program manager one day, a product owner the next, and then as project leader to push a project to the finish line.

Key job responsibilities
Drive program objectives – Lead program management and define project plans, manage implementation activities, and develop processes, documentation and communications for program/process rollout and ongoing support.
Scale services and tools – Lead design of processes and procedures that scale with the business’ growth in volume, complexity, marketplace.
Improve key performance indicators – Manage metrics and service level agreements for core programs and processes, and track delivery against program objectives.
Communicate new/updated programs, policies, and processes to leaders, employees, and cross functional organizations.
Drive resolution of critical issues for critical customers as well as support processes/systems deep dives to ensure root cause analysis and correction resulting in improved customer experience.
Negotiate efficient and reliable processes and policies across partner teams to systematically eliminate dependencies and defects

About the team
Amazon’s Worldwide Returns and ReCommerce (WWRR) team invents bold solutions in sustainable transportation and returns experiences that create trust and value for customers, selling partners, and shippers and benefit people and the planet. Instore Experience team within WWRR looks at improving the experience for customers and partners at our 1P and 3P stores where customers can return items. ( Point of Induction for Returns)