Sr. Program Manager, RBS Returns Reduction

Amazon strives to be Earth’s most customer-centric company, where customers can find and discover anything they want to buy online. Retail Business Services (RBS) accelerates Amazon's growth by improving customer and Selling Partner (SP) experiences, while optimizing costs across Stores WW. RBS operates at the intersection of retail, operations, technology, and finance, ensuring Amazon’s systems and processes scale reliably while maintaining a high-quality customer and selling-partner experience.

Returns Reduction as part of Cost to Serve (CtS) BU is a specialized program within RBS focused on driving down overall Return Rate for both Retail and FBA channels. Returns Reduction Program focuses on Upstream defect elimination with focus on defect identification and defect elimination and partners with System Owners, Category Teams, FC ACES, Finance, CS, and abuse-related programs to uncover true drivers and remove them systematically. The team builds mechanisms that strengthen upstream defect visibility, and enable consistent governance and contributing directly to improved Free Cash Flow and scalable business growth.

This role will focus on identification and prioritization of high-impact defect opportunities and will own and define the roadmap for elimination of the problem space end to end. They will do this by building trusted partnerships with key stakeholders across technology, finance, operations and earning alignment to pursue defect elimination opportunities and influencing senior leaders through compelling, data-driven business cases. This role requires an individual who is comfortable in diving deep into complex data sets and presenting strategic recommendations to leadership up to three tiers above level. The candidate will bring strong business and supply chain acumen, a bias for action, and the strategic vision by directly contributing to improved cost to serve performance and driving scalable growth across Amazon Stores worldwide.

Why You’ll Love This Role

• Customer Impact: You’ll lead critical projects that remove defects, improves customer experience and directly influence Amazon’s supply chain cost, driving measurable results.
• Strategic Influence: Collaborate across global teams, including technology, finance, operations to shape strategies that focuses on improving customer satisfaction.
• Data-Driven Innovation: Leverage analytics to uncover insights and optimize supply chain performance. Key job responsibilities Key job responsibilities
• Deliver Results, Dive Deep: You will be accountable for deep research from the ground up and from customer returns data to identify, execute and eliminate top defect opportunities.
• Ability to Influence: Develop business cases and present them to senior leaders, leveraging data to influence roadmaps and make tradeoffs.
• Earn Trust: Develop partnerships with key stakeholder groups and gain their alignment to pursue defect elimination opportunities; present to leaders of all levels to influence roadmap priorities.
• Financial Collaboration: Partner with finance teams to validate impact on returns, forecast savings and ensure alignment with team's financial goals. Make trade-offs between short-term cost reductions and long-term strategic objectives to maximize financial impact.
• Managing stakeholder communication across multiple lines of business on various project milestones, process changes, escalations, etc.
• Provide ad-hoc support and analysis to senior leaders on strategy documents and research requests. A day in the life
• Roadmap development: Use advanced analytics tools and anecdotes to identify high impact defect opportunities within Returns space; conduct root cause analysis to validate and develop those use cases, applying judgement to prioritize based on customer impact, value, credibility, availability of solutions.
• Cross-Functional Leadership: Collaborate with cross-functional teams across System owning orgs, finance, operations and supply chain to gain alignment on implementation of scalable solutions. Unblock teams to increase speed of delivery and ensure alignment on program goals.
• Senior Leadership Engagement: Communicate effectively with senior leaders, presenting data-driven insights and recommendations to influence decision-making. Trusted to present decisions to leaders up to three tiers above level, driving alignment across diverse areas. About the team The RBS is an integral part of Amazon online product lifecycle and buying operations. RBS Return reduction team functioning under CX-Business unit. The primary responsibility of the RBS return reduction team is to reduce returns that result in negative consumer experiences. This includes identifying the causes of returns and collaborating with the appropriate teams to eliminate defects. Launch tech solutions to 'Find' and 'Fix' for non-eliminated root causes, or Build scalable tech solutions for Selling Partners for self-remediation, while refining policies in collaboration with relevant teams.

Basic qualifications

- 5+ years of working cross functionally with tech and non-tech teams experience

- 5+ years of program or project management experience

- 5+ years of delivering cross functional projects experience

- Experience defining program requirements and using data and metrics to determine improvements

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

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