Senior Program Manager, Returns & CoBW

At Amazon, our vision is to be ‘earth’s most customer centric company’. In pursuit of the same, we constantly challenge ourselves to build/enable paradigm changing customer experiences such as – payment on delivery, no questions asked returns, instant refunds and various others. While such customer centric policies build trust with our customers, these are also taken advantage of by various bad actors (buyers, sellers, vendors, etc). Such abuse/misuse of our policies, results in increasing the cost of our operations.
At Returns & CoBW, we aspire to reduce cost of customer returns & associated business waste to zero - zero defects, zero waste, zero abuse. We build, influence across Amazon various products & policies that get us closer to this aspiration. We measure our progress by relentlessly focusing on various performance/operational metrics, delivering positive P&L impact while maintaining our highest bar on customer experience.
As a Senior Program Manager, you will be a core member of the Returns & CoBW team. You will design & deliver on a strategy for Amazon to reduce returns related costs with a key focus on preventing misuse/abuse of Amazon policies. You will be the single-threaded owner for multiple performance/operating metrics focused on reducing cost of returns. You will run multiple high-impact, high-visibility programs, collaborating with various cross-functional teams at Amazon (Category, Operations, Customer Service, Machine Learning, Abuse Prevention/Investigation, etc), taking high-judgement yet data-backed decisions. This role requires working closely with various senior leaders, driving key debates & enabling multi-stakeholder buy-ins on various policies that impact P&L/key customer experiences.
Key job responsibilities
- Operate as a single-threaded owner to drive & deliver business goals end-to-end.
- Collaborate/influence various stakeholder teams across IN/WW to design programs/products/policies to reduce cost of returns.
- Develop high-confidence annual operating plans that have measurable impact on key metrics reducing defects/misuse/abuse.
- Monitor/swiftly act on, changing abuse patterns that risk Amazon's P&L.
- Own various business reviews & documents that articulate clearly - program goals, desired outcomes, risks & mitigation plans.
- Advise & influence leadership/stakeholder teams on various trade-off decisions.
- Monitor industry changes & trends to drive key policy implementations.
- 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