Senior Program Manager - Process Excellence

Job summary :

Amazon India is looking for a passionate, innovative, Senior Program Manager to join our Returns and ReCommerce (Reverse Commerce) team. Our mission is to achieve Zero Waste, Zero Defects, and Zero Cost, thereby benefiting people, planet and profit.

The role holder will be responsible for setting up and scaling the quality charter for Returns and ReCommerce programs thereby improving customer experience, seller experience and profitability. This will involve implementing best-in-class processes to ascertain quality of returned products and continuously raising the bar on quality. Setting up these processes will involve collaboration across multiple teams such as Fulfillment centers, Category, Returns, Finance, Product, Legal.

Key job responsibilities :

The role involves :

1. Define and measure quality metrics; and drive goals in alignment with IN and WW stakeholders.

2. Benchmark Returns & ReCommerce quality process with other geographies and implement best practices in India.

3. Establish audit mechanisms in collaboration with Fulfillment centers to evaluate process gaps and process adherence metrics.

4. Work with recovery channel program owners and product to build specific capability to address process gaps and reduce defects.

5. Share progress update and downstream business benefit of the program with leadership team.

6. Define the vision and long term markers for the program and define a long term roadmap to deliver that.

A day in the life :

- The successful candidate will be able to work efficiently in a fast-paced environment, communicate clearly and effectively with senior leadership, manage high volumes of tasks and projects and react with appropriate urgency to situations and events that require a quick response or turnaround.

- The customers for this role are Amazon customers, Sellers and associates who process and grade returned products. Candidate will innovate and simplify processes to improve their experience.

Basic qualifications :

- 5+ years of experience in program or project management

- Experience defining program requirements and using data and metrics to determine improvements

- 5+ years of experience working cross functionally with tech and non-tech teams

- 5+ years of experience delivering cross functional projects

Preferred qualifications :

- Prior experience in driving continuous improvement initiatives and exposure to driving lean-Six Sigma initiatives will be preferable.

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