Amazon’s Worldwide Returns and ReCommerce (WWRR) team invents bold solutions in sustainable transportation and returns experiences that create trust and value for customers, selling partners, and shippers and benefit people and the planet.
We are an agile, innovative organization dedicated to “The Four Zeros”. We constantly invent to delight customers and create long-term value while encouraging the reuse of returned product and reducing product waste. WWRR includes the full complement of business, product, program, operational, data, and software engineering teams, who work together to identify and remove defects that cause returns, reinvent the return experience, and manage the lifecycle of returned, overstock, and damaged products, with the objective of throwing nothing away.


Amazon WW RLS is comprised of business, product, operational, program, software engineering and data teams that manage the life of a returned or damaged product from a customer to the warehouse and on to its next best use. Our work is broad and deep: we train machine learning models to automate routing and find signals to optimize re-use; we invent new channels to give products a second life; we develop world-class product support to help customers love what they buy; we pilot smarter product evaluations; we work from the customer backward to find ways to make the return experience remarkably delightful and easy; and we do it all while scrutinizing our business with laser focus.

We are looking for a Program Manager dedicated to raise the bar on operational excellence with different 3P carriers and partners, specifically focusing on improvements in Unreconiled returns and manual reconciled payments. The role involves working with various technical, data engineering and business teams to drive changes that have a direct impact to the Net cost of return concessions.
You will have a chance to work across 30 different carriers in EU and scale mechanism Worldwide.

Joining this team gives you the opportunity to develop a world-class customer experience while driving operations excellence at scale.

Key job responsibilities
Drive Charter for reducing Carrier losses - Create scalable mechanisms to audit shipments lost by carriers .
Drive programmatic scalable changes to improve losses through higher operational excellence, higher visibility
Reduce off manifest - Drive reduction in manual payments to carriers. We seek to have minimum payments that can not be audited in line with Amazon controllership guidelines.
Scale services and tools – design processes and procedures that scale with the business’ growth in volume, complexity, marketplace.
Define key performance indicators – develop metrics and service level agreements for core programs and processes, and track delivery against program objectives.
Communicate new/updated programs, policies, and processes to leaders, employees, and cross functional organizations.
Drive resolution of critical issues and escalations. Support processes/systems deep dives to ensure root cause analysis and correction resulting in improved customer experience.
Drive structure through an ambiguous space - create and enhance the visibility of data and scans of a package through it's entire return journey.


About the team
We are a diverse team who embrace the different perspectives and experiences of our team mates, prioritize fun at work and celebrate our wins and accomplishments, together. We are backed by strong leadership dedicated to operational excellence, who can offer the scope and support needed for substantial career growth.
If you possess the ability and passion to innovate for customers and want to create the best in the world returns experience, then we want you on our team.