Senior Program Manager - Returns Operations Integration

Description

Are you ready to shape the future of Returns operations at Amazon? We're seeking a Program Manager to work at the intersection of product, technology, business, and operations teams to drive strategic decision-making on new investment areas. In this role, you'll assess new program and business intakes based on operational capacity and costs, lead process simplification to improve associate experience, and drive initiatives to reduce variable costs. You'll spearhead new hardware testing and scaling efforts while influencing strategy across cross-functional stakeholder teams.

This position offers the unique opportunity to make a measurable impact on how Amazon handles Returns operations—from designing operational capabilities that support new business needs to implementing performance efficiencies that directly affect Safety, Associate experience, Cost, and Recovery metrics. You'll work with technologies including Computer Vision integration and emerging automation solutions, positioning yourself at the forefront of operational innovation.

Key job responsibilities
* Manage the lifecycle of complex cross-functional programs with considerable impact, defining program mission, vision, and objectives while analyzing data to drive measurable improvements
* Assess new program and business intakes dependent on operational capacity and costs, making data-driven decisions on project prioritization and resource allocation
* Design and implement operational capabilities, processes, and standard operating procedures to ensure compliance, quality, and scalability while reducing variable costs through performance efficiencies
* Collaborate with product, technology, business, and operations teams as well as cross-functional partners including NCRC, ReCommerce, and ROE Programs to influence strategy and drive consensus on new investment areas
* Develop field tools and performance dashboards that support execution excellence, regularly reviewing metrics and proactively seeking improved data mechanisms for visibility across the program lifecycle


A day in the life
Your day begins with scoping and designing operational capabilities that support new business needs across Returns operations. You'll analyze data from site visits and direct surveys to identify process standardization opportunities, then work with cross-functional stakeholders to implement solutions. Throughout the day, you'll lead discussions on operational processes that reduce costs through performance efficiencies, develop Standard Operating Procedures to ensure compliance and quality, and collaborate with technology partners on field tools and dashboards. You'll also engage with shared projects across Worldwide Returns & Recommerce teams, driving alignment and innovation in areas like the TREX application with Computer Vision integration and Problem Solve workflows.

About the team
The Reverse Logistics Operations Integration (RLOI) team within Worldwide Returns & Recommerce innovates across all facets of Returns operations—from process flows and technologies to operator tools—driving performance efficiencies and operational excellence in Safety, Associate experience, Cost, and Recovery. The team's vision centers on building capabilities that deliver intuitive grading experiences for Associates and efficient results for Operators, with complete end-to-end visibility.

RLOI addresses top customer pain points through site visits, data analysis, and direct surveys, focusing on process standardization, improved dashboards, grading simplification, and inventory flow visibility. The team drives continuous innovation through the TREX application with Computer Vision integration, Problem Solve workflows, and Performance Dashboards. Looking ahead, RLOI views automation and emerging technologies as critical to achieving ambitious business goals that elevate the experience for Associates and Operators alike.

Basic Qualifications

- 5+ 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
- Experience defining program requirements and using data and metrics to determine improvements
- MBA
- Bachelor's degree
- Knowledge of Excel at an intermediate level (e.g., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, etc.)
- 5+ years of Business strategy or Non-Tech Program Management experience
- 5+ years of communicating with and presenting to executive and senior audiences experience
- 5+ years of owning program strategy, end to end delivery, and communicating results to senior leadership experience

Preferred Qualifications

- 5+ 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
- Knowledge of general AI tools
- 5+ years of defining and executing against program timeline & requirements experience

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.