Description

Today, more than 58% of worldwide purchases from Amazon are made from third‑party businesses. That’s $160B in sales, mostly from Small‑ and Medium‑size businesses. Fulfillment by Amazon (FBA) enables these businesses (our Selling Partners) to hand over the heavy lifting of warehousing, payment processing, delivery returns and customer service to Amazon, utilizing the capabilities that Amazon has built over the last 25 years. Selling Partners can list and sell their products across all of our European sites from a single account. This frees them to concentrate on what they do best – finding and developing new products and marketing them to potential customers.

Amazon currently seeks a creative, dynamic and experienced Program Operations Manager to join the EU FBA Defect reduction team to drive Cost of Customer Returns for Amazon and Seller and eliminate Seller pain points related to customer returns.

Key Responsibilities

• Establish end‑to‑end knowledge of FBA Customer Returns and major drivers of costs due to items that are not returned after being refunded to customers.
• Identify and lead scalable solutions to reduce customer returns.
• Define input metrics, align goals with respective owners, monitor and share progress on these metrics with stakeholders.
• Develop weekly/monthly/quarterly mechanisms to drive visibility on defect reduction initiatives and performance.
• Work with Ops and Tech teams to develop processes and products to identify and reduce defects.
• Lead customer return reduction planning and goal setting.
• Lead funding discussions for product and process initiatives including ROI analysis in short, medium and long term.

Basic Qualifications

• Bachelors degree.
• Experience in program or project management.
• Experience working cross‑functionally with tech and non‑tech teams.
• Experience defining and implementing process improvement initiatives using data and metrics.
• Advanced Excel and basic SQL knowledge.

Preferred Qualifications

• Supply chain cost reduction experience.
• Experience leading customer‑facing initiatives.
• Advanced SQL.

Equal Opportunity

Amazon is an equal opportunities employer. We make recruiting decisions based on your experience and skills. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice at https://www.amazon.jobs/en/privacy_page for more information.