External job description

Amazon India is seeking a seasoned Program Leader to lead the Amazon.in Reverse Logistics team based in Bangalore. Our vision is to enhance relationship with Amazon's customers by creating post-purchase experiences (across rejects and returns) that leave a lasting, positive impression and help build customer trust. We are looking for a strategic leader to define and build programs and capabilities to enhance the customer & seller experience and eliminate defects for the long term.

Reverse Logistics (RL) is one of the most high-visibility and high impact areas that spans across (and is not limited to) the areas of Rejects, Returns, Network Losses, Concessions and Fraud Prevention. As an extremely complex area with multiple stakeholders, RL gives you the opportunity to favourably impact both Customer Experience (CX) and Seller Experience (SX) while helping drive profitability for the A.in business.

As the Program Leader for the area, you will identify solutions that not only solve problems in the short-term but will also serve as inputs to the Product team that will help scale these solutions with business growth while being able to handle the complexity of diverse workflows. You will define both the long-term strategy and short-term plans to achieve the RL vision and deliver business results. Essentially, you will play a crucial role in Amazon India achieving its mission of "transforming the way India buys and sells", while driving sustainability for the business.

The Principal Program Manager, Reverse Logistics will be responsible for improving CX by helping customers remedy issues which can eventually lead to returns/reject, while also ensuring that the interests of our genuine customers and sellers are safeguarded as we work towards building systems for detecting different types of abuse and bad actors. This is a senior leadership role which will own the following responsibilities:

- Identify new opportunity areas that will help deliver step-function improvement on reducing the cost of Reverse Logistics by removing defects that would cause a reject/return

- Enhance the returns and post-purchase experience for customers to make it simple and frustration free

- Partner with a wide variety of stakeholders to continue delivering on an extended roadmap that is shared across teams.

- Closely work with the RL Product team to identify opportunities for scaling up existing solutions to increase the surface area of their treatment.

- Prevent bad actors from taking undue advantage of our return policies and systems.

The role requires the candidate to:

- Build and drive a multi-year vision and roadmap for Reverse Logistics for A.in

- Thrive in highly ambiguous situations and be able to objectively identify root-causes of problems in a dynamic, fast-paced environment

- Identify opportunities, define solutions, get leadership buy-in, prioritize resources, deliver the projects in partnership with internal and external stakeholders and measure impact

- The role needs to partner with business, product, operations, design teams, technology, ML & Finance teams to implement these recommendations

- Collaborate with IN and WW stakeholders to influence roadmaps of partner teams and innovate on behalf of the customer & seller

- Execute plans to deliver reduction in rejects, returns and drive the Fraud & Abuse Prevention roadmap for IN

Candidates working in eCommerce / logistics companies can apply.

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