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Description

Welcome to the Worldwide Returns & ReCommerce (WWR&R) organization at Amazon. We aspire to achieve zero cost of returns and zero product waste through innovative new channels, while optimizing our existing channels, donating the right products to people in need, and reducing our reliance on recycling.

Amazon WWR&R is comprised of business, product, operations, 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 invest in innovative product and technology solutions to create the circular economy; 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 key performance metrics with laser focus.

In this role as Program Manager, Repair, you be responsible for improving the repair business for Amazon ReCommerce for the US. You will be empowered to develop Amazon’s broad amazon.com product repair strategy. You will identify and develop new external repair vendors and hold existing vendors accountable to performance expectations, which you will help define, in weekly business reviews. You will dive deeply into the data to identify opportunities to improve performance within product categories, vendors, and Amazon facilities. You will develop new key performance indicators (KPIs) that will allow us to better understand and manage the repair program. You will work closely with the Liquidations and Amazon Warehouse (AW) business teams to develop mechanisms to ensure the right products are routing to repair (vs. liquidation or other lower-ROI channels) as part of our effort to create the circular economy and improve total net recovery. This role requires a strategic leader with strong program management, vendor management, data analysis, and financial skills. This role will need to understand what happens, why it happens, and what needs to be done to continuously improve the program. You will be a leader, a builder, and an owner, collaborating cross-functionally with technical, operations, and business teams to design scalable and automated solutions to customer problems.

Travel: 30%.

Key job responsibilities

-Owning financial and operational performance metrics. Implementing action plans to close gaps in performance, at either the vendor or system level.

-Providing weekly updates to WWR&R leadership regarding program performance; Representing the repair business with senior leadership at business reviews.

-Understanding repair vendor service agreements; holding them accountable to such agreements.

-Identifying industry trends and identifying the right vendor partners to support the strategic goals and objective; support the Request for Proposal (RFP) process, negotiations, and vendor onboarding.

-Representing Amazon when meeting with senior executive teams from top vendors and building long-term strategic relationships.

-Working cross-functionally with Product Owners, Tech, Business, Finance and Operations partners.

-Resolving barriers and issues to improved recovery and customer and vendor experience.

-Setting goals and strategic direction for the business, ensuring alignment with broader business goals and vision; making business decisions to optimize recovery across channels.

About the team

You will start the day assessing program and vendor performance, diving deep into the data or onsite operations at either vendor sites or Returns Centers, surfacing gaps in process or performance. You will participate in meetings with partner teams or vendors, reviewing the business or progress on projects designed to close gaps. You will spend some time thinking about the remaining opportunities, envisioning new and better ways to conquer challenges that have yet to be addressed. You will help develop the next generation of leaders through mentoring, asking the hard questions, and pushing forward through difficult challenges.

We are open to hiring candidates to work out of one of the following locations:

Bellevue, WA, USA

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

• 5+ years of working cross functionally with tech and non-tech teams experience

• 3+ years of driving process improvements experience

• 3+ years of owning program strategy, end to end delivery, and communicating results to senior leadership experience

• Ability to work independently, strong attention to detail, and passion for executing strategy to delivery business results.

Preferred Qualifications

• Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field

• High threshold for working in an ambiguous and fast-paced environment – figuring it out and adapting as you go.

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $92,500/year in our lowest geographic market up to $185,000/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.