Sr. Program Manager, RBS Returns Reduction
Job ID: 10385908 | ADCI - BLR 14 SEZ - F07
Amazon strives to be Earth’s most customer‑centric company, where customers can find and discover anything they want to buy online. Retail Business Services (RBS) accelerates Amazon's growth by improving customer and Selling Partner experiences, while optimizing costs across Stores worldwide. RBS operates at the intersection of retail, operations, technology, and finance, ensuring Amazon’s systems and processes scale reliably while maintaining a high‑quality customer and selling‑partner experience.
Returns Reduction, a specialized program within the Cost to Serve (CtS) Business Unit, focuses on driving down overall Return Rate for both Retail and FBA channels. The program concentrates on upstream defect elimination, partnering with System Owners, Category Teams, FC ACES, Finance, CS, and abuse‑related programs to uncover true drivers and remove them systematically. The team builds mechanisms that strengthen upstream defect visibility and enable consistent governance, directly contributing to improved Free Cash Flow and scalable business growth.
This role will focus on the identification and prioritization of high‑impact defect opportunities and will own and define the roadmap for elimination of the problem space end to end. The candidate will build trusted partnerships with stakeholders across technology, finance, operations, and supply chain, gaining alignment to pursue defect elimination opportunities and influencing senior leaders through compelling, data‑driven business cases.
Why You’ll Love This Role
- Customer Impact: Lead critical projects that remove defects, improve customer experience, and drive measurable results.
- Strategic Influence: Collaborate across global teams to shape strategies that improve customer satisfaction.
- Data‑Driven Innovation: Leverage analytics to uncover insights and optimize supply‑chain performance.
Key Responsibilities
- Deliver Results, Dive Deep: Accountable for deep research from customer returns data to identify, execute, and eliminate top defect opportunities.
- Ability to Influence: Develop business cases and present them to senior leaders, leveraging data to influence roadmaps and make trade‑offs.
- Earn Trust: Build partnerships with key stakeholder groups, gain alignment to pursue defect elimination, and present to leaders at all levels.
- Financial Collaboration: Partner with finance teams to validate impact on returns, forecast savings, and ensure alignment with financial goals. Balance short‑term cost reductions with long‑term strategic objectives.
- Stakeholder Communication: Manage communication across multiple lines of business on project milestones, process changes, escalations, and more.
- Ad‑hoc Support: Provide analysis to senior leaders on strategy documents and research requests.
A Day in the Life
- Roadmap development: Use advanced analytics tools to identify high‑impact defect opportunities, conduct root‑cause analysis, and prioritize based on customer impact, value, credibility, and solution availability.
- Cross‑Functional Leadership: Collaborate with system‑owning orgs, finance, operations, and supply chain to align on scalable solutions, unblock teams, and ensure program goal alignment.
- Senior Leadership Engagement: Communicate data‑driven insights and recommendations, presenting decisions to leaders up to three tiers above, driving alignment across diverse areas.
About the Team
The RBS Return Reduction team is an integral part of Amazon’s online product lifecycle and buying operations, functioning under the CX‑Business unit. The team’s primary responsibility is to reduce returns that result in negative consumer experiences by identifying causes and collaborating with relevant teams to eliminate defects. They launch tech solutions to find and fix root causes, build scalable tech solutions for Selling Partners to self‑remediate, and refine policies collaboratively.
Basic Qualifications
- 5+ years of working cross‑functionally with tech and non‑tech teams.
- 5+ years of program or project management experience.
- 5+ years of delivering cross‑functional projects.
- Experience defining program requirements and using data and metrics to drive improvements.
Preferred Qualifications
- 2+ years of driving process improvements.
- Master’s degree or MBA in business, operations, human resources, adult education, organizational development, instructional design, or a related field.
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
#J-18808-Ljbffr