Description
At Amazon Worldwide Returns & ReCommerce, (WWR&R), we aspire to zero: zero cost of returns, zero waste, and zero defects.
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. WWR&R includes business, product, program, data, and software engineering teams, who together manage the lifecycle of returned and damaged products.
The Reverse Logistics Operational Excellence (ROE) team within the Amazon Delivery (AD) org is seeking a Senior Program Manager (Sr PM) to deliver strategically-important cross-functional projects across the United States Customer Returns (ReLo) business unit. This role requires scoping and creating project plans, developing processes, coordinating and driving execution, and communicating to senior leaders and key stakeholders on status, changes, risk, and entitlement. Cross-functional coordination and executive presence are critical.
This specific Sr PM role is centered around Ops Integration and programmatic support for various Inbound and Outbound Under The Roof (UTR) processes with ReLo Return Centers, including driving improvements with New Channels, Bottom of the Funnel and Sustainability (supporting volume flow improvements to reduce waste to landfill and generate higher recovery). This role will work closely with product managers, program managers, software developers, and field operations stakeholders to deliver on strategic improvements that result in sustained continuous improvement. This Sr PM should have the ability to break down complex issues and features to Operations teams and high level leadership within Amazon business and Operations orgs.
This position requires up to 25% travel
Key job responsibilities
- Own and lead the ReLo Ops Integration UTR New Channels program strategy for US Reverse Logistics, including program mission, vision, and tenets; operationalize WWRR OP initiatives; and drive measurable improvements across Liquidations, Auctions, Donations, and Recycle disposition flows
- Define and execute the ReLo Ops strategic roadmap within the Zero Waste to Landfill (Sustainability) pillar, setting objectives and success metrics aligned to OP1/OP2 planning cycles
- Lead cross-functional programmatic excellence improvements across Inbound Customer Returns and Outbound (Removals, Transfer Out, New Channels) process paths, driving alignment across product, engineering, and field operations stakeholders
- Partner with product and technical teams to influence prioritization and drive delivery of UTR tooling, data integrity improvements, and Next Generation Return Center (NGRC) design advancements
- Build and own mechanisms for continuous improvement across speed, cost, quality, and operator experience — including regular metric reviews and quantified impact reporting
- Develop executive-level reporting and written narratives (6-pagers, PR/FAQs) to communicate program status, risks, and outcomes to senior leaders
- Proactively identify and mitigate risks; drive crisp, data-backed decisions and escalate with sound judgment
- Mentor and develop junior Program Managers; provide peer feedback and contribute to promotion assessments
A day in the life
The Program Managers of the ReLo Ops Integration team own scoping, designing, and implementing:
- Operational capabilities to support new business needs
- Operational processes to reduce cost through performance efficiencies
- Standard Operating Procedures to ensure compliance, quality, and scalability
- Field tools and dashboards to assist with execution of brilliant basic pillars
- Shared projects with other WWR&R teams – NCRC, ReCommerce, ROE Programs and Tech – as cross functional stakeholders
About The Team
Our team is part of the ReLo Ops Integration organization, bridging operational execution and strategic initiatives across WWRR. We act as process subject matter experts, working closely with field operations and partnering with product and tech teams as the voice of operations to achieve goals and improve processes.
Our vision is to build scalable capabilities that drive performance efficiencies while maintaining or raising the safety and quality bar, ensuring operators deliver results with end-to-end visibility while optimizing for cost and environmental impact.
Our Team Owns Three Fundamental Areas Within Reverse Logistics
- Inbound Operations: Transportation and Yard Inventory Optimization, Inventory Visibility/Traceability, Dock Operations Excellence
- Outbound Operations: Removals and Vendor Returns, Transfer Out Optimization, New Channels and Bottom-of-the-Funnel Solutions
- Sustainability: RL Operations net zero waste and carbon footprint reduction
We act as process SMEs driving program execution to support new business needs, creating standards, operationalizing partner initiatives, influencing tool optimization, and improving performance through data insights. We're problem solvers who challenge conventional approaches. In a fast-paced environment, we collaborate across business units to design and implement solutions that drive meaningful operational improvements. You'll have the opportunity to influence the future of Return Logistics operations across North America, Europe, and beyond.
Basic Qualifications
- 6+ years of program or project management experience
- 3+ years of working cross functionally with tech and non-tech teams experience
- 3+ years of delivering cross functional projects experience
- Experience using data and metrics to determine and drive improvements
- Experience defining program requirements and using data and metrics to determine improvements
- Experience owning program strategy, end to end delivery, and communicating results to senior leadership
Preferred Qualifications
- 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 data analysis experience
- Knowledge of Excel at an intermediate level (e.g., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, etc.)
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.
USA, AZ, Phoenix - 115,600.00 - 160,000.00 USD annually
USA, KY, Shepherdsville - 104,100.00 - 155,400.00 USD annually
USA, TN, Nashville - 104,100.00 - 155,400.00 USD annually
USA, TX, Dallas - 115,600.00 - 160,000.00 USD annually
USA, WA, Bellevue - 115,600.00 - 160,000.00 USD annually
Company - Amazon.com Services LLC
Job ID: A3207268
US
