At Amazon Worldwide Returns & ReCommerce (WWR&R), we aspire to zero: zero cost of returns, zero defects, and zero waste.
We are an agile, innovative organization dedicated to ‘making zero happen’ to benefit our customers, company, and environment. We are constantly innovating to create long-term value at Amazon by investing in the future and focusing on the planet, not just on the bottom line. WWR&R includes business, product, program, operational, data, and software engineering teams, who together manage the lifecycle of returned and damaged products.
In this role, you will lead a team of program managers and process specialists responsible for under the roof quality metrics, working with both business and operational partners to standardize processes, workstations, training, and item evaluation content. You will champion and diagnose global Amazon processes, identify improvement opportunities, devise strategies and guide/implement the improvement effort including standardization worldwide. You will be a caretaker for global best practice sharing and documentation. You will be influential in forging cohesive business relationships between our product, operations, and business retail and FBA teams, while designing scalable, systematic solutions that improve our quality metrics and reduce customer concessions. You will be responsible for identifying and driving short-term improvements through your team, while building strategies that support our Reverse Logistics building of the future.
Come join us and innovate with the Amazon Worldwide Returns & ReCommerce team!

Key job responsibilities
Managing a team of program managers and process specialists responsible for under the roof quality metrics (e.g., sellable yield, concessions, audit success) for the Reverse Logistics network
Reporting progress against key goals and metrics with executive leaders in WBR, MBR, and QBRs
Determining the long-term strategy to improve evaluation accuracy of returned and damaged goods worldwide
Balancing Amazon (and Seller’s) Recovery with customer trust
Deep diving and responding to executive escalations for customer trust issues for products resold to customers
Partnering with ReLo Operations, ACES, Product, and business teams to launch new programmatic initiatives that improve recovery while reducing concessions