At Amazon Worldwide Returns & ReCommerce (WWRR), we aspire to zero: zero cost of returns, zero waste, zero defects, and zero carbon footprint. 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. WWRR includes business, product, program, operational, data, and software engineering teams, who together manage the lifecycle of returned and damaged products.

WWRR owns the services and programs for FBA Sellers to choose how Amazon handles their customer returns and value recovery channels. As a Senior Program Manager you will create and implement the program strategy to systematically improve the Seller Experience and scale those solutions. In this role, you will be responsible for establishing KPIs to measure operational performance and identifying and unblocking operational constraints. You will work closely with product managers, operations partners, finance, legal, tech teams, and data engineers to identify the right approach to solve Seller pain points.

Key job responsibilities
-Develop and deliver the strategy for improving the Seller Experience across the Reverse Logistics (ReLo) network and gain alignment on this strategy from ReCommerce leadership and partner teams spanning Operations, Finance, Capacity, and Legal
-Manage WW projects across multiple stakeholder teams
-Collaborate with stakeholders on the right KPIs to track operational success, and then build mechanisms to monitor, deep dive, and report on the KPIs in business reviews
-Create financial models to complete cost/benefit analyses of moving forward with your operational plan
-Work alongside product managers, operations, and tech teams by sharing data and metrics, feedback, specifications, and technical analysis to fully define design requirements for new products and features

A day in the life
-Run SQL queries or create dashboards to deep dive KPIs at the site and network level across a suite of programs
-Work cross-functionally with Operations, Product, and Tech teams to deep dive, root cause, and fix Seller pain point issues
-Influence Product/Tech teams to develop new solutions that allow Seller programs to expand
- 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
- Experience working cross functionally with tech and non-tech teams
- High proficiency user of Microsoft Office products like Excel and Word and demonstrated experience using data visualization software and SQL
- KPI development and ownership
- Experience with business analysis, measuring the success of a complex business process, and proposing new business opportunities based on data
- Experience developing and communicating goals and strategies across multiple leadership levels, and facets of an organization
- Strong critical thinking, analytical, oral and written communication skills
- Demonstrated ability to solve ambiguous and complex problems in a tight schedule environment- 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
- 2+ years of owning program strategy, end to end delivery, and communicating results to senior leadership experience
- Experience in reverse logistics or supply chain

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $104,100/year in our lowest geographic market up to $185,000/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.