As the Sr. Program Manager in Other Hardlines team (OHL) of IN Stores organization, this role owner acts as a single threaded leader for Customer Returns Charter. The complexity of the role stems from having to identify and root cause defects across 8 diverse and heterogenous OHL categories, for a very large business; conceptualize and scale structural and high leverage solutions in a rapidly changing and competitive business environment and customer expectations; partner with several stakeholders in Amazon to be able to deliver optimal CX while reducing business waste.

The role of Customer Returns Program Manager at OHL is more challenging due to higher non-retail share, large seller & vendor base and the very long tail nature of the Hardlines. These nuances compel the role owner to simultaneously manage programs across a wide spectrum of strategic, operational and tactical interventions. The role owner is expected to a) be an upholder of customer and seller experience (Customer Obsession) while holding a high bar on eliminating business waste and preventing leakages across the value chain b) demonstrate an ability to learn and adapt quickly, find simple and effective solutions to solve complex problems (Learn & Be Curious, Invent & Simplify) and c) act as a consultant and mentor to category and stakeholder teams to drive right outcomes in their get-fit journey (Earn Trust).

This role is a critical cog and business enabler in the category organization with a responsibility to manage the lifecycle of several large, complex programs which require the incumbent to constantly evaluate difficult trade-offs and influence and convince senior leaders by synthesizing large troves of data to seek approvals (Dive Deep, Influence without Authority). The role owner is expected to write strategic documents during OP1 & 2 cycles and seek alignment on investments for large scale interventions, understand and prevent risks to program schedules by taking the time to understand critical inter-dependencies and use escalation mechanisms to avert costly delays or leakages. This is an Individual Contributor role but requires significant investment in capability and expertise building in category team (Develop the Best) with an objective to leverage category managers as force multipliers for continuous and consistent operational excellence in individual categories. This role will also provide expertise and thought leadership in adjacent programs of Cost of Business Waste covering Materially Different Returns (MDR), Abuse and Non-Returnable Concessions program charters during 2024.