Program Operations Manager, EU FBA Customer Returns

Today, more than 58% of worldwide purchases from Amazon are made from third-party businesses. That’s $160B in sales, mostly from Small- and Medium-sized businesses. Fulfillment by Amazon (FBA) enables these businesses (our Selling Partners) to hand over the heavy lifting of warehousing, payment processing, delivery returns and customer service to Amazon, utilizing the capabilities that Amazon has built over the last 25 years. Selling Partners can list and sell their products across all of our European sites from a single account. This frees them to concentrate on what they do best – finding and developing new products and marketing them to potential customers.
Amazon currently seeks creative, dynamic and experienced Program Operations Manager to join the EU FBA Defect reduction team to drive Cost of Customer Returns for Amazon and Seller and eliminate Sellers painpoints related to customer returns.
A successful candidate must be able to work independently, be comfortable with ambiguity, and be able to influence internal/external partners at all levels of the organization. This role will particularly suit someone with strong analytical abilities, relationship building skills and superb project management capabilities. Some of the qualities that we are looking for: you are results-oriented (and have a track record of repeatedly delivering great results); you are an innovator (and have already proven it); you have the intellect and horsepower to solve really complex problems (some may say impossible to solve); you are an owner, and do what it takes to make your team successful; you have relentlessly high standards (some may say too high); you are customer obsessed; you operate well in an ambiguous environment; and finally, you have a burning desire to be a part of something really big.


Key job responsibilities
1. Establish E2E knowledge of FBA Customer Returns and major drivers of costs due to items that are not returned after being refunded to the customers.
2. Identify and lead Scalable solutions to reduce Customer returns
3. Identify input metrics, metric owners, align goals with respective owners, monitor and share progress on these metrics with stake holders
4. Develop weekly/monthly/quarterly mechanisms to drive visibility on defect reduction initiatives and performance
5. Work with Ops and Tech teams to develop processes and products to identify and reduce defects
6. leading Customer return reduction planning and goal setting
7. Lead funding discussions for Product and process initiatives including ROI analysis in short, medium and long term1. Bachelor's degree
2. Experience in program or project management
3. Experience working cross functionally with tech and non-tech teams
4. Experience in defining and implementing process improvement initiatives using data and metrics
5. Experience defining program requirements and using data and metrics to determine improvements
6. Experience in FC Operations (ideally Return Logistic)
7. Advance Excel and Basic SQL knowledge1. Supply chain cost reduction experience
2. Experience of leading Customer facing initiatives
3. Advance SQL

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