Sr. Program Manager - RBS Emerging Stores, Retail Business Services

About the Team

Retail Business Services (RBS) is a tech-led business operations organization within eCF that identifies and eliminates defects across Amazon Stores' growth and efficiency. The Returns Reduction program sits within the Cost BU and is responsible for reducing customer-initiated returns (CIR) and Net Cost of Returns to Customers (NCRC) across International Emerging Stores (IES) - including BR, MX, AU, TR, IN, MENA (AE, SA, EG), ZA, and SG. The program operates across three levers: catalog defect elimination to reduce CIR, vendor-controllable return reduction through Optimize Your Cost adoption, and high-return-rate (HRR) cohort intervention.

Role Overview:

We are seeking a Sr. Program Manager to own and drive return reduction initiatives across IES markets within the RBS Returns Reduction program. This is a multi-country, multi-workstream role that requires navigating ambiguity across emerging marketplaces with varying data maturity, regulatory environments, and operational readiness. You will partner with IES country teams, WW Returns & Recommerce, Buyer Abuse Prevention (BAP), Category teams, and RBS Sciences & Tech to define, size, launch, and scale return reduction interventions - often building from scratch in markets with limited data infrastructure.

Key Responsibilities

- Own end-to-end program delivery for return reduction across assigned IES markets, including goal setting, roadmap definition, execution tracking, and reporting to leadership (MBR/QBR cadence)

- Drive cross-market and cross-organizational alignment across country teams, returns and recommerce, buyer abuse prevention, category, and supply chain teams to unblock dependencies and accelerate launches

- Size opportunities per marketplace by analyzing return patterns, return drivers, category-level signals, and vendor behavior - often requiring custom data discovery and pipeline builds in markets where mature data infrastructure does not yet exist

- Define and track key metrics including customer-initiated return rates, net cost of returns savings, concession unit reduction, optimization tool adoption rates, and treatment coverage by country

- Manage the intervention lifecycle - from defect and product identification through country-team alignment, legal approval (where required), launch, and post-launch performance monitoring

- Scale proven interventions across markets - identify patterns that work in one country and replicate across others, adapting for local constraints

- Drive adoption of vendor and seller optimization tools across emerging markets, working with in-country vendor managers and account managers to link adoption to country-level cost and return reduction goals

- Own the annual planning cycle for international returns - develop annual goals, write planning narratives, align with finance on cost savings calculation methodologies, and ensure joint goal ownership with country teams

- Build and maintain mechanisms for defect identification, impact sizing, country-level reporting integration, and upstream defect elimination signals to prevent recurrence

- Influence upstream teams (catalog, fulfillment, category, vendor management) to address root causes of returns rather than treating symptoms

- Communicate program status, risks, and asks to senior leadership through written narratives, flash updates, and escalation documents

Basic qualifications

- 7+ 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

- Knowledge of Excel at an intermediate level (e.g., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, etc.)

- Experience in complex problem solving, and working in a tight schedule environment

Preferred qualifications

- 6+ 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

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