Program Manager, RBS Defect Reduction

Amazon strives to be Earths most customer-centric company where customers can find and discover anything they want to buy online. Retail Business Services (RBS) accelerates Amazons growth by improving customer and Selling Partner (SP) experiences while optimizing costs across Stores WW. RBS operates at the intersection of retail operations technology and finance ensuring Amazons systems and processes scale reliably while maintaining a high-quality customer and selling-partner experience.

Returns Reduction as part of Cost to Serve (CtS) BU is a specialized program within RBS focused on driving down overall Return Rate for both Retail and FBA channels. Returns Reduction Program focuses on Upstream defect elimination with focus on defect identification and defect elimination and partners with System Owners Category Teams FC ACES Finance CS and abuse-related programs to uncover true drivers and remove them systematically. The team builds mechanisms that strengthen upstream defect visibility and enable consistent governance and contributing directly to improved Free Cash Flow and scalable business growth.

This role will focus on identification and prioritization of high-impact defect opportunities and will own and define the roadmap for elimination of the problem space end to end. They will do this by building trusted partnerships with key stakeholders across technology finance operations and earning alignment to pursue defect elimination opportunities and influencing senior leaders through compelling data-driven business cases. This role requires an individual who is comfortable in diving deep into complex data sets and presenting strategic recommendations to leadership up to three tiers above level. The candidate will bring strong business and supply chain acumen a bias for action and the strategic vision by directly contributing to improved cost to serve performance and driving scalable growth across Amazon Stores worldwide.

Why Youll Love This Role
Customer Impact: Youll lead critical projects that remove defects improves customer experience and directly influence Amazons supply chain cost driving measurable results.
Strategic Influence: Collaborate across global teams including technology finance operations to shape strategies that focuses on improving customer satisfaction.
Data-Driven Innovation: Leverage analytics to uncover insights and optimize supply chain performance.

Key job responsibilities
Deliver Results Dive Deep: Conduct deep-dive analysis on customer returns data to identify and quantify top defect opportunities. Own execution of elimination initiatives end-to-end escalating blockers and partnering with senior team members on prioritization.
Ability to Influence: Build data-driven business cases for defect elimination opportunities and present recommendations to managers and cross-functional partners using insights to influence team-level priorities and tradeoffs.
Earn Trust: Build strong working relationships with immediate stakeholder groups; proactively communicate progress risks and findings to gain alignment on defect elimination priorities within your scope.
Financial Collaboration: Work closely with finance partners to quantify returns impact validate savings estimates and ensure proposed initiatives align with the teams financial targets. Identify tradeoffs between near-term cost reduction and longer-term goals surfacing recommendations to leadership.
Stakeholder Communication: Coordinate stakeholder updates across project milestones process changes and escalations within your assigned programs ensuring timely and clear communication. Provide analytical support to leaders on strategy documents research requests and data pulls as needed.

A day in the life
Defect Opportunity Identification: Leverage analytics tools and customer anecdotes to identify high-impact defect opportunities within the Returns space. Conduct root cause analysis to validate findings and develop use cases applying judgment to prioritize based on customer impact value and feasibility of solutions.

Cross-Functional Collaboration: Partner with cross-functional teams across system-owning orgs finance operations and supply chain to drive alignment on solution implementation. Proactively flag blockers coordinate dependencies and support delivery timelines within assigned programs.

Leadership Communication: Communicate effectively with managers and senior stakeholders presenting data-driven insights and recommendations to inform decision-making. Trusted to present findings and proposals to leaders one to two tiers above level supporting alignment on program priorities

About the team
The RBS is an integral part of Amazon online product lifecycle and buying operations. RBS Return reduction team functioning under CX-Business unit. The primary responsibility of the RBS return reduction team is to reduce returns that result in negative consumer experiences. This includes identifying the causes of returns and collaborating with the appropriate teams to eliminate defects. Launch tech solutions to Find and Fix for non-eliminated root causes or Build scalable tech solutions for Selling Partners for self-remediation while refining policies in collaboration with relevant teams.

- 3 years of program or project management experience
- 3 years of working cross functionally with tech and non-tech teams experience
- 3 years of defining and implementing process improvement initiatives using data and metrics experience
- Knowledge of Excel (Pivot Tables VLookUps) at an advanced level and SQL
- Experience defining program requirements and using data and metrics to determine improvements

- 3 years of driving end to end delivery and communicating results to senior leadership experience
- 3 years of driving process improvements experience
- Experience in stakeholder management dealing with multiple stakeholders at varied levels of the organization
- Experience building processes project management and schedules

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