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Sr. Program Manager, ReLo Ops Integration (RLOI), ReLo Ops Integration (RLOI) ID-20307

Description

At Amazon Worldwide Returns & ReCommerce, (WWR&R), we aspire to zero: zero cost of returns, zero waste, and zero defects.

We are an agile, innovative organization dedicated to “making zero happen” to benefit our customers, company, and environment. We are constantly innovating to create long-term value at Amazon by investing in the future and focusing on the planet, not just on the bottom line. WWR&R includes business, product, program, data, and software engineering teams, who together manage the lifecycle of returned and damaged products.

In this role, you will work closely with product managers, program managers, software developers, and operations stakeholders to improve the Customer Returns and Re-Commerce tools. You will establish programs for our operations evaluation product suite to ensure the best associate and customer experience.

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About The Program

The Business Customer Management (BCM) platform streamlines returns processing through advanced sort rule management, managing material flow across facilities. The tool supports initiatives like CRITS, Tote Standardization, and Upstream Sortation (USS). Through the Clean Decant (CD) Tool, which utilizes BCM-created sort rules, the system enables four strategic sorting approaches: Machine Learning Grading (MLG) for rapid disposition decisions, category-based routing to optimize associate workflow, attribute-based processing for streamlined decision-making, and specialized product recovery handling for high-value items. This comprehensive approach ensures efficient returns processing while maintaining safety, quality, compliance, and productivity standards.

Key job responsibilities

  • Lead end-to-end program management for BCM and CD tool optimization
  • Develop and execute strategic roadmap.
  • Drive standardization (BCM rules, CD tool, Calm codes) of processes across global returns networks
  • Monitor and report on program KPIs and success metrics
  • Optimize Clean Decant tool functionality and user experience.
  • Global bench-marking of BCM rules/ Calm codes and SOPs

A day in the life

The Program Managers of the OI team own scoping, designing, and implementing:

  • Operational capabilities to support new business needs
  • Operational processes to reduce cost through performance efficiencies
  • Standard Operating Procedures to ensure compliance, quality, and scalability
  • Field tools and dashboards to assist with execution of brilliant basic pillars
  • Shared projects with other WWR&R teams – NCRC, ReCommerce, ROE Programs and Tech – as cross functional stakeholders

About The Team

The ReLo Ops Integration (RLOI) team innovates across all aspects of ReLo UTR operations (Crets, AW, Specialty, External Repairs & BOD) to drive performance efficiencies while maintaining or raising the quality bar. Scalable long-term processes drive the team’s vision yet do not hamper a culture of implementing scrappy, quick wins for pilots and continuous improvement.

About The Role

We're seeking a dynamic Program Manager to lead technology optimization initiatives for the Business configuration Management (BCM) and Clean Decant (CD) tools. This role sits at the intersection of technology and operations, requiring both strategic thinking and hands-on execution for BCM tickets.

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

Preferred Qualifications

  • 2+ years of driving process improvements experience
  • Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field
  • 5+ years of developing program strategies and plans, diving execution, and influencing senior stakeholders experience

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

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