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