Program Manager, MENA Buyer Abuse Prevention

Amazon Middle East and North Africa FZ-LLC; Dubai; On-site; USD 60,000 - 100,000; Full time

Job summary

An innovative company is seeking a Program Manager to enhance customer experience and reduce order cancellations. This role involves end-to-end ownership of metrics and initiatives aimed at minimizing financial losses from reverse logistics. You will collaborate with various teams, utilizing data-driven insights to implement effective solutions. The ideal candidate will possess strong program management skills, an entrepreneurial spirit, and a passion for solving complex problems. Join a dynamic team in a fast-paced environment and contribute to the company's mission of customer obsession.

Qualifications

• 3+ years of program or project management experience.
• Experience in defining and implementing process improvements using data.

Responsibilities

• Lead programs to reduce costs in reverse logistics.
• Collaborate with teams to execute customer-centric solutions.

Skills

Program Management

Stakeholder Management

Data Analysis

Process Improvement

Communication Skills

Education

Bachelor's Degree

Tools

Excel

SQL

Job description

Full-time 12-month fixed contract

Amazon is rapidly expanding its presence in the Middle East and North Africa (MENA) region, and we are looking for a Program Manager to join the MENA Returns and Business Waste team. The scope of this role is to reduce customer order cancellations, rejects, and undelivered shipments through initiatives such as reducing network defects and buyer abuse. You will be responsible for achieving Cost to Serve goals by minimizing financial losses from reverse logistics rejects and associated costs.

Amazon’s vision is to be ‘the earth’s most customer-centric company,’ and the Program Manager will:

• Assume end-to-end ownership of metrics and program initiatives related to rejects customer experience and their impact on P&L.
• Identify opportunities, define solutions, secure leadership buy-in, and prioritize resources for the identified programs.
• Lead new programs aimed at reducing costs to serve for reverse logistics.
• Collaborate with multiple teams, including Supply Chain, Category Management, Customer Service, Transportation, Finance, Fulfillment Centers, and Technology to execute programs.
• Design and implement customer-centric solutions to decrease order cancellations and delivery exceptions.
• Influence other teams to adopt changes using quantitative and qualitative data, even when KPIs may conflict.

Key traits required for the role:

• Entrepreneurial spirit to identify and initiate new programs.
• Customer obsession.
• Extensive stakeholder management and relationship-building skills.
• Strong written and verbal communication skills.
• Enthusiasm for solving complex problems.
• Ability to operate effectively in a fast-paced environment.
• Data-driven decision-making skills and comfort working with large, complex datasets for insights.
• Willingness to handle operational issues proactively.

This role is a fixed 12-month contract based out of our Dubai (UAE) office.

BASIC QUALIFICATIONS

• 3+ years of program or project management experience.
• 3+ years of experience working cross-functionally with technical and non-technical teams.
• 3+ years of experience in defining and implementing process improvements using data and metrics.
• Bachelor's degree.
• Advanced proficiency in Excel (Pivot Tables, VLOOKUPs) and SQL.
• Experience in defining program requirements and utilizing data to identify improvements.

PREFERRED QUALIFICATIONS

• 3+ years of end-to-end delivery experience and effectively communicating results to senior leadership.
• 3+ years of driving process improvements.
• Experience managing stakeholders at various organizational levels.
• Experience in process building, project management, and scheduling.

Our inclusive culture empowers Amazonians to deliver the best results for our customers.