Sr Program Manager, After Market Services (AMS)

Amazon; Dubai; On-site; AED 320,000 - 520,000; Full time

Job summary

Amazon is seeking a Sr Program Manager for After Market Services (AMS) in the MENA region (UAE/KSA/EGY) to lead end-to-end processes for returns and damaged products. You will maximize recovery and cost efficiency, collaborating with Operations, Retail, Finance and Legal to implement DA and RTV improvements.

You will drive cross-functional initiatives, set milestones, and communicate results to senior leadership, ensuring timely delivery and measurable impact on customer satisfaction and

Qualifications

• 8+ years of program or project management experience.
• Experience using data and metrics to drive improvements.
• Experience owning program strategy end to end and communicating results to senior leadership.
• Ability to work cross‑functionally and lead by influence.
• 2+ years of driving process improvements experience.
• Knowledge of Excel at an intermediate level.

Responsibilities

• Support MENA Retail to increase recoveries through Damage Allowance (DA) and Return to Vendor (RTV) negotiations via Annual Vendor Negotiation (AVN) cycle.
• Lead various AMS projects with cross‑functional teams focused on delivering new features, products, or systems.
• Assess and manage risks, measure and report progress, resolve bottlenecks, escalate as needed.
• Gather business requirements, document specifications, assemble project team, define milestones and launch schedule.
• Report on main KPIs in business reviews to leadership with strong business writing.

Job description

Sr Program Manager, After Market Services (AMS)

DESCRIPTION

Amazon is looking for a leader in our MENA region (UAE / KSA / EGY) for leading programs of After Market Services (AMS) who will create and own a number of end‑to‑end processes of used (customer returns) and damaged products. When items are returned or damaged we maximize reuse and recovery to optimal cost of returns while safeguarding customer‑and selling‑partner trust. The role will be focusing on maximizing recovery and optimization via supporting business teams with Vendor Damage Allowance and Returns. This cross‑functional role requires partnership with various stakeholders such as various Operations teams Retail vendor managers Finance and Legal. You rely on strong project management and influential skills to effectively deliver at scale projects that have a direct impact on customers satisfaction and internal profitability.

KEY JOB RESPONSIBILITIES

• Support MENA Retail to increase recoveries through Damage Allowance (DA) and Return to Vendor (RTV) negotiations via Annual Vendor Negotiation (AVN) cycle. This includes setting and tracking PF-level goals DA/RTV program benchmarking with other MPs and conducting term focused training sessions.


• Lead various AMS projects with cross‑functional teams focused on the delivery of new features products or systems. This will require close partnership with Business and Operations stakeholders to design experiments define mechanisms and scale improvement initiatives. This will include planning seeking stakeholder approvals and overseeing execution.


• Assess and manage risks measure and report on progress anticipate and resolve bottlenecks provide escalation management anticipate and make trade‑offs and balance the business needs with the technical constraints. They rely heavily on influence over authority to drive project deliverable.


• Gather business requirements document functional and design specifications identify appropriate resources needed assemble the right project team assign individual responsibilities and develop the milestones and launch schedule to ensure timely and successful delivery of the project.


• Report effectively on main KPIs in business reviews to internal stakeholders and leadership team with strong business writing capabilities.

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

BASIC QUALIFICATIONS

• 8+ 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


• Ability to work cross‑functionally partner with multiple teams and lead by influence

PREFERRED QUALIFICATIONS

• 2+ years of driving process improvements experience


• Knowledge of Excel at an intermediate level (e.g. pivot tables & charts multiple criteria lookups nested logical/IF formulas data cleansing array formulas etc.)