The Worldwide Returns & ReCommerce (WWR&R) organization at Amazon is seeking candidates for a Sr. Program Manager, Repair position in Cincinnati, OH, to enhance its repair business by developing and managing vendor relationships, optimizing performance metrics, and driving data-driven improvements.
According to a post on Amazon’s job board, Amazon's Worldwide Returns & ReCommerce (WWR&R) organization consists of diverse teams in business, product, operations, software engineering, and data, all dedicated to managing the lifecycle of returned or damaged products. Their efforts encompass training machine learning models for efficient routing, investing in innovative technology for a circular economy, enhancing product support to improve customer satisfaction, and refining product evaluations, all while maintaining a strong focus on key performance metrics to optimize the returns experience.
Key responsibilities include owning and managing financial and operational performance metrics while implementing action plans to address performance gaps at both the vendor and system levels. This role involves providing weekly updates to WWR&R leadership on program performance and representing the repair business during senior leadership business reviews. Additionally, the manager will be responsible for understanding and enforcing repair vendor service agreements, identifying industry trends, and selecting the right vendor partners to align with strategic goals. Collaborating cross-functionally with Product Owners, Tech, Business, Finance, and Operations teams is essential to resolve barriers and enhance recovery efforts. The manager will also set strategic direction for the repair program, ensuring alignment with broader business objectives and making decisions to optimize recovery across multiple channels.
Qualifications for the position include a minimum of five years of program or project management experience, proficiency in using data and metrics to drive improvements, and extensive experience in cross-functional collaboration with both tech and non-tech teams. Candidates should have at least three years of experience in process improvements and in owning program strategy and delivery, along with strong attention to detail and the ability to work independently. A master's degree or MBA is preferred, and candidates should thrive in fast-paced, ambiguous environments.
Pay and compensation is based on geographic location, with base salaries ranging from $104,100 per year in the lowest markets to $185,000 in the highest. In addition to the base salary, Amazon offers a comprehensive total compensation package that may include equity, sign-on bonuses, and various other financial incentives, alongside a full range of medical and other employee benefits.