Sr. Program Manager, RELO

The North American Customer Fulfillment (NACF) team is seeking a Senior Program Manager (PM) to deliver strategically-important cross-functional projects across the United States Customer Returns (RELO) business unit. This role requires scoping and creating project plans, developing processes, coordinating and driving execution, and communicating to senior leaders and key stakeholders on status, changes, risk, and entitlement. Cross-functional coordination and executive presence are critical.

As a United States Customer Returns Program Manager, you will be an integral part of driving changes across Relo and supporting both top-down and bottoms-up changes in our Return Centers. You will be responsible for driving large-scale end-to-end process changes, partnering across Relo and with all of our strategic partners (both Amazon and third party) to improve associate, manager, and customer experience. You will support additional projects and programs, and be responsible for briefing senior leaders on portfolio performance for your assigned span of control. You will support Kaizen and continuous improvement initiatives, providing expert guidance to operators and PMs across Relo.

This role specifically is involved with ops integration and programmatic support for the ReLo leadership team (senior ReLo regional leadership, regional support team POCs, and site level leadership). This will include focus on Metric reporting, business unit performance narrative creation (MBRs, QBRs) and general improvement across existing performance mechanisms (WBRs, DBRs, Camp reporting integration). This role will work closely with Field Operations, support teams and external teams to deliver on strategic improvements that result in sustained continuous improvement. This PM must be have a SME base in ReLo Operations and have the ability to break down complex issues and features to Operations teams and high level leadership within Amazon business and Operations orgs.

This position requires up to 25% travel

Key job responsibilities
-Manage new and existing programs, successfully delivering difficult projects and goals across multiple organizations
-Work directly with operations leaders, support leaders, and third party vendors to design and deliver scalable solutions
-Partner with other program managers to secure resources, scope efforts, set project priorities and milestones and deliver on-time
-Own program communication; accelerating progress by driving crisp and timely decisions, removing barriers, escalating as appropriate
-Influence design and development of strategic processes
-Work with program managers and business leaders to communicate and impact critical business initiatives
Develop, implement, and govern KPI reporting for a portfolio of programs, providing visibility to the milestones, and performance across all projects and using this data to drive/influence business decisions
-Engage other Amazon business units globally to share best practices and improve end-to-end outcomes for Amazon customers
-Manage post-launch support plans (e.g., post-mortem, issue/ticket management, etc.) and look for opportunities to improve program quality and operational excellence
-Force multiply their subject matter expertise into scalable solutions for the ReLo business
-Write and deliver roadmap documents and strategic updates to director lever+ leadership

We are open to hiring candidates to work out of one of the following locations:

Chattanooga, TN, USA | Cincinnati, KY, USA | Indianapolis, IN, USA | Lexington, KY, USA | Shepherdsville, KY, USA

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
- Bachelor's degree

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
- Knowledge of Excel at an intermediate level (e.g., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, etc.)
- Experience in Reverse Logistics, specifically product launch and operations introduction

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.