Sr Progrm Manager Returns Carriers, Worldwide Returns and Recommerce - Reverse Logistics Services

# Senior Program Manager, Cost & Carrier Integration – WW Reverse Logistics Services

## About the Team

Amazon's Worldwide Returns and ReCommerce (WWRR) team invents bold solutions in sustainable transportation and returns experiences that create trust and value for customers, selling partners, and shippers and benefit people and the planet.

We are an agile, innovative organization dedicated to "The Four Zeros". We constantly invent to delight customers and create long-term value while encouraging the reuse of returned product and reducing product waste. WWRR includes the full complement of business, product, program, operational, data, and software engineering teams, who work together to identify and remove defects that cause returns, reinvent the return experience, and manage the lifecycle of returned, overstock, and damaged products, with the objective of throwing nothing away.

## Role Overview

In this role within WW Reverse Logistics Services, you will own end-to-end transportation cost strategy and carrier integration across a portfolio of 6–7 carriers, including carrier-managed stores, and last-mile delivery partners. You will lead technology integrations to launch new carriers, and drive cost optimization across the US reverse logistics network.

This is a senior role within the level, requiring strategic thinking, cross-organizational influence, and the ability to operate autonomously in ambiguous, high-impact problem spaces. You will work closely with business stakeholders and technology teams across Amazon to develop scalable solutions for complex carrier and cost challenges. This role represents the are to the senior leadership regularly.

## Key Job Responsibilities

- **Own end-to-end transportation cost strategy** – Develop deep understanding of both 1P (first-party) and 3P (third-party) cost structures across the full reverse logistics lifecycle—from customer initiation through carrier pickup, sortation, and final disposition. Conduct 3P cost assessments, benchmarking external carrier rates against internal capabilities to identify optimization opportunities. Identify cost reduction initiatives by analyzing cost trends, blended rates, carrier mix, and network inefficiencies. Program manage cost workstreams across multiple carrier teams, driving alignment on shared objectives and timelines. Collaborate with Amazon carrier teams to conduct opportunity identification, influence roadmaps, and co-develop solutions that reduce cost while maintaining customer experience. Provide data-driven inputs and cost analyses to inform contract negotiations with external carriers.
- **Manage cost as a core business metric** – Own cost reporting and insights across all business reviews (WBR, MBR, QBR). Ensure cost performance is tracked, communicated, and actioned at every level—surfacing variances, root causes, and corrective actions to senior leadership on a regular cadence.
- **Lead carrier integrations and define success metrics** – Manage technology integrations for new carrier launches, ensuring technical and operational readiness across internal and external systems. Establish pre-defined launch success criteria across all CX, operational, quality, and traceability parameters. Ensure every carrier integration achieves a successful launch against these criteria before transitioning to steady-state operations excellence and performance management.
- **Drive program objectives and define key performance indicators** – Provide program management, define project plans, manage implementation activities, and develop processes, documentation, and communications for carrier integration rollouts and ongoing support. Develop and own metrics for cost, CX, loss, traceability, quality, and pickup success; track delivery against program objectives and SLAs.
- **Scale services and tools** – Design processes and procedures that scale with business growth in volume, complexity, and marketplace across carrier-managed stores and pickup networks.
- **Drive resolution of critical issues** – Support processes/systems deep dives to ensure root cause analysis and correction resulting in improved customer experience and cost outcomes.
- **Communicate programs and results** – Present new/updated programs, policies, and carrier strategies to senior leadership, employees, and cross-functional organizations.

## Basic Qualifications

- 5+ years of program or project management experience with technology usage
- Experience using data and metrics to determine and drive improvements
- Experience owning program strategy, end-to-end delivery, and communicating results to senior leadership
- Experience managing carrier relationships and/or transportation
- Demonstrated ability to influence cross-functional teams and drive alignment without direct authority

## Preferred Qualifications

- 4+