Sr. Program Mgr, Instore Quality, Worldwide Returns and ReCommerce (WWRR) team
Sr. Program Mgr, Instore Quality, Worldwide Returns and ReCommerce (WWRR) team
Posted on :
13-07-2025
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1 Vacancy
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Job Description
In this role with the Instore Experience team within WW Reverse Logistics Services you will focus on a critical aspect of our business- Quality of Operations.
The role will be responsible for defining and improving key metrics that define quality of operations by managing partner performance across 1P/3P stores. The role will work on exciting technologies roll out at our store locations and works closely with supply chain (Returns Fulfilment Centers Transporation teams and Store partners) teams to identify and address outliers and directly improve customer experience. You will contribute to and drive programs that will offer new and delightful experiences to customers and stakeholders.
Our work is broad and deep. No two days are the same (in a good way!). You will work closely with business stakeholders and technology teams across Amazon to develop scalable solutions for complex problems. You must be equally comfortable partnering with a business team and a technical team be able to quickly adapt to ambiguous opportunities where you may need to flex and operate as a program manager one day a product owner the next and then as project leader to push a project to the finish line.
Key job responsibilities
Drive program objectives Lead program management and define project plans manage implementation activities and develop processes documentation and communications for program/process rollout and ongoing support.
Scale services and tools Lead design of processes and procedures that scale with the business growth in volume complexity marketplace.
Improve key performance indicators Manage metrics and service level agreements for core programs and processes and track delivery against program objectives.
Communicate new/updated programs policies and processes to leaders employees and cross functional organizations.
Drive resolution of critical issues for critical customers as well as support processes/systems deep dives to ensure root cause analysis and correction resulting in improved customer experience.
Negotiate efficient and reliable processes and policies across partner teams to systematically eliminate dependencies and defects
About the team
Amazons 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. Instore Experience team within WWRR looks at improving the experience for customers and partners at our 1P and 3P stores where customers can return items. ( Point of Induction for Returns)
- 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
- 2 years of driving process improvements experience
- Masters degree or MBA in business operations human resources adult education organizational development instructional design or related field
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status disability or other legally protected status.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process including support for the interview or onboarding process please visit for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $104100/year in our lowest geographic market up to $185000/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge skills and experience. Amazon is a total compensation company. Dependent on the position offered equity sign-on payments and other forms of compensation may be provided as part of a total compensation package in addition to a full range of medical financial and/or other benefits. For more information please visit This position will remain posted until filled. Applicants should apply via our internal or external career site.
The role will be responsible for defining and improving key metrics that define quality of operations by managing partner performance across 1P/3P stores. The role will work on exciting technologies roll out at our store locations and works closely with supply chain (Returns Fulfilment Centers Transporation teams and Store partners) teams to identify and address outliers and directly improve customer experience. You will contribute to and drive programs that will offer new and delightful experiences to customers and stakeholders.
Our work is broad and deep. No two days are the same (in a good way!). You will work closely with business stakeholders and technology teams across Amazon to develop scalable solutions for complex problems. You must be equally comfortable partnering with a business team and a technical team be able to quickly adapt to ambiguous opportunities where you may need to flex and operate as a program manager one day a product owner the next and then as project leader to push a project to the finish line.
Key job responsibilities
Drive program objectives Lead program management and define project plans manage implementation activities and develop processes documentation and communications for program/process rollout and ongoing support.
Scale services and tools Lead design of processes and procedures that scale with the business growth in volume complexity marketplace.
Improve key performance indicators Manage metrics and service level agreements for core programs and processes and track delivery against program objectives.
Communicate new/updated programs policies and processes to leaders employees and cross functional organizations.
Drive resolution of critical issues for critical customers as well as support processes/systems deep dives to ensure root cause analysis and correction resulting in improved customer experience.
Negotiate efficient and reliable processes and policies across partner teams to systematically eliminate dependencies and defects
About the team
Amazons 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. Instore Experience team within WWRR looks at improving the experience for customers and partners at our 1P and 3P stores where customers can return items. ( Point of Induction for Returns)
- 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
- 2 years of driving process improvements experience
- Masters degree or MBA in business operations human resources adult education organizational development instructional design or related field
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status disability or other legally protected status.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process including support for the interview or onboarding process please visit for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $104100/year in our lowest geographic market up to $185000/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge skills and experience. Amazon is a total compensation company. Dependent on the position offered equity sign-on payments and other forms of compensation may be provided as part of a total compensation package in addition to a full range of medical financial and/or other benefits. For more information please visit This position will remain posted until filled. Applicants should apply via our internal or external career site.
Required Experience:
Manager
Employment Type
Full-Time
Key Skills
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