Senior Program Manager, Returns

At Amazon, we're working to be the most Customer-centric company on earth. One customer experience that we’re constantly looking to take to a new level is returns and post purchase experience. Our goal is to exceed the expectations of all our customers by ensuring a seamless returns experience or help them retain the item by offering various troubleshooting options across Emerging Markets.
We are looking for a Sr. Program Manager to join us and help improve Returns and post purchase CX for Emerging Markets. The Program Manager must be able to work independently, be comfortable with ambiguity, and be able to influence internal/external partners at all levels of the organization. This role will particularly suit someone with analytical abilities, able to communicates both written and verbal, relationship building skills and project management capabilities.
This role will lead the scope and help us answer questions, like: how do you improve the returns experience through product, and program interventions? What innovations in process and product will solve pain-points impacting returns? How can we substantiate those pain-points through in-depth deep dives and secure leadership alignment ? If these types of questions sound interesting, we want to hear from you.
This role will also be responsible for driving business reviews at senior leadership levels. Stakeholder management is a substantial element of the role and daily bandwidth. This role will manage large, complex initiatives, deal with ambiguity, balance speed with quality, and advocate on behalf of the customer to provide high-performance solutions.
- 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
- 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