Senior Program Manager - Returns and Reverse Logistics

Amazon India Limited; Hyderabad; On-site; INR 3,000,000 - 4,200,000; Full time

Job summary

Amazon India Limited is seeking a Senior Program Manager for Worldwide Returns and Recommerce. You will lead large-scale programs, collaborate with business and tech teams, and optimize the returns and transportation network to enhance customer experience and operational excellence.

The role requires strong program management, data analysis, and negotiation skills, with interaction across global teams and external partners. Experience in reverse logistics or retail operations is preferred.

Qualifications

• 5+ years of program or project management experience
• Experience using data and metrics to drive improvements
• Experience owning program strategy, end-to-end delivery, and communicating results to senior leadership
• Experience negotiating commercial and legal terms

Responsibilities

• Drive program objectives and define project plans with end-to-end execution
• Develop metrics and SLAs for core programs and monitor delivery
• Communicate new/updated programs and processes to leaders and partners
• Negotiate with external partners and internal stakeholders to optimize customer experience and business goals

Skills

Program management

Data analysis

Negotiation

Cross-functional collaboration

Leadership to senior leadership

Education

MBA orMaster's degree

Management, operations or related field

Tools

SQL

Job description

Senior Program Manager, Worldwide Returns and Recommerce 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. In this role with the WW Reverse Logistics Services, you will work customer backwards, contribute to and drive programs that will offer new, remarkably delightful and easy return experience, all while scrutinizing our business with laser focus. Our work is broad and deep. No two days are the same (in a good way!). You will work closely with business stakeholders and technology teams across Amazon to develop scalable solutions for complex problems. You must be equally comfortable partnering with a business team and a technical team, engaging and negotiating with external partners and be able to quickly adapt to ambiguous opportunities. You may need to flex and operate as a program manager one day, a product owner or a business leader the next. We are looking for a Senior Program Manager to lead our Far East Returns through the implementation of large and medium scale projects and programs within the WW Returns team. This will be achieved through the development and implementation of a scalable returns partnerships and transportation network that represents the best customer experience available. A successful candidate will select, negotiate terms, manage retail/transportation and drive technology integration and configuration to enable new partners to function with the Amazon network. This role will also own operational excellence and ongoing business performance. Competitive applicants have a background in retail, transportation, program management, vendor negotiations, and analytical experience.

Key principles for being successful in this role: Drive program objectives – provide program management and define project plans, own end-to-end execution. 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, partners, and cross-functional organizations. Drive resolution of critical issues for customers as well as support processes/systems deep dives to ensure root cause analysis and correction resulting in improved customer experience. Negotiate with external partners and internal stakeholders to deliver best-in-class customer experience, business/P&L goals, efficient and reliable processes and policies to systematically eliminate dependencies and defects.

Basic qualifications

• 5+ years of program or project management experience with technology usage
• Experience negotiating commercial and legal terms
• Experience using data and metrics to determine and drive improvements
• Experience owning program strategy, end to end delivery, and communicating results to senior leadership

Preferred qualifications

• Experience in Reverse Logistics, transportation and/or retail operations
• Basic comfort with Gen AI tools, SQL query and data analysis
• Communicate effectively with technology teams
• Master's degree, or MBA in business, operations, science or related field

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
• Experience working cross functionally with tech and non-tech teams
• Experience negotiating commercial and legal terms in preferably in reverse logistics, supply chain, retail operations

Preferred Qualifications

• 2+ years of operational and/or retail management experience
• Master's degree, or MBA in management, business administration, economics, engineering, marketing
• Comfortable using SQL queries and data analysis

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Experience Level Senior Level