Returns Program Manager
Amazon
Returns Program Manager
Amazon
Sells products online and rents cloud computing
We are seeking an experienced Returns Program Manager to join our Supply Chain team. This role will be responsible for optimizing the end-to-end returns (reverse logistics) process, ensuring efficient handling of customer returns, vendor returns, and removal volumes while maintaining operational excellence across our fulfillment network.
Key job responsibilities
- Coordinate real-time inbound returns flow between 3P providers and fulfillment centers — when a 3P provider flags a shipment en route, assess FC capacity and decide to accept or push back/reroute
- Build and maintain live dashboards tracking incoming volumes, FC capacity, and backlog, so capacity issues are visible before a shipment arrives, not after
- Act as the point of coordination between 3P providers, FC Ops, and Workforce Management — flagging capacity constraints early and negotiating timing/rerouting when needed
- Forecast expected return volumes to anticipate capacity crunches ahead of time, rather than reacting shipment-by-shipment
- Investigate recurring bottlenecks (e.g. a specific FC chronically over capacity, or a specific 3P provider driving repeat issues) and drive fixes with FC Ops or the provider rather than just managing the symptom
- Report on flow performance to leadership — volumes accepted/rejected, capacity trends by provider, and recommendations to prevent recurring push-backs
A day in the life
As a Program Manager in Returns (Reverse Logistics), you will start your day reviewing backlog metrics and labor utilization rates across multiple fulfillment centers. You might spend your morning analyzing return volume trends and adjusting capacity forecasts, then meet with FC operations teams to discuss process improvements for returns intake. In the afternoon, you could be collaborating with Workforce Management to align staffing schedules with forecasted demand, or presenting program performance updates to senior leadership. You will regularly engage with cross-functional partners including Finance, Transportation, and Sustainability teams to optimize disposal programs and reduce costs. Throughout the day, you will balance strategic planning activities with tactical problem-solving, whether that's developing contingency plans for peak periods or implementing new standard operating procedures (SOPs) to improve processing efficiency. This role offers the opportunity to drive meaningful impact on customer experience while contributing to Amazon's sustainability initiatives through efficient inventory disposition strategies.
About the team
The Reverse Logistics team plays a critical role in Amazon's supply chain by ensuring efficient handling of returned products and unsellable inventory. Our team works at the intersection of customer experience, operational efficiency, and sustainability, developing innovative solutions that reduce waste and optimize costs. We collaborate closely with Fulfillment Centers, Returns operations, Stores teams, and various corporate functions to continuously improve our processes. Our culture values data-driven decision making, creative problem solving, and collaborative partnerships. We are committed to building an inclusive environment where diverse perspectives drive innovation and operational excellence. Team members have opportunities to work on high-visibility projects, implement automation solutions, and influence strategic decisions that impact millions of customers and thousands of associates across our fulfillment network.
- 5+ years of program or project management experience
- 3+ years of working cross functionally with tech and non-tech teams experience
- 3+ years of defining and implementing process improvement initiatives using data and metrics experience
- Bachelor's degree
- Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL
- Experience defining program requirements and using data and metrics to determine improvements
- 3+ years of driving end to end delivery, and communicating results to senior leadership experience
- 3+ years of driving process improvements experience
- Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
- Experience building processes, project management, and schedules
Acknowledgement of country:
In the spirit of reconciliation Amazon acknowledges the Traditional Custodians of country throughout Australia and their connections to land, sea and community. We pay our respect to their elders past and present and extend that respect to all Aboriginal and Torres Strait Islander peoples today.
IDE statement:
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.
null
Amazon runs the largest online store in the United States and rents cloud computing to businesses and governments through Amazon Web Services. AWS pioneered renting computing power over the internet, and Amazon built its own delivery network to get orders to customers quickly. Shoppers buy from Amazon and from independent sellers on its store, and Prime members pay a subscription for fast free shipping, streaming video and music, and other perks. AWS rents out computing power, storage, databases, and AI tools so companies can run software without owning servers, and Amazon also makes Kindle e-readers and Echo speakers with the Alexa assistant. Jeff Bezos founded Amazon in 1994, and it is based in Seattle, Washington.
Explore more opportunities at Amazon