Description On the Worldwide Returns & ReCommerce team (WW R&R), we aspire to zero: zero cost of returns, zero waste, and zero defects. Every year, Amazon processes and removes hundreds of millions of damaged and overstock items from its fulfillment centers and reverse fulfills these items to Sellers, Vendors, Liquidators, Charities, and Recyclers. Our team delivers products, features, and programs that reduce removal costs, improve removal performance, eradicate defects, and reduce warehouse fullness. In this role, you will lead US Removals Transportation Program Management, standing up and driving KPIs to improve how Amazon processes hundreds of millions of units we remove every year. You will manage the US Removals Transportation P&L (multiple hundreds of millions of dollars of spend), reducing costs while also improving performance against SLA and improving Associate and Operator experience. This charter is significant, and was previously fragmented across multiple teams, so you will have an opportunity to build the program from the ground up. You will partner across Amazon, working with stakeholders in ACES, SCOT, outbound and ReLo Operations, Transportation, Retail, and FBA teams to deliver results. You will lead annual negotiations with carriers. You will report out on progress, presenting up to senior leaders and communicating in writing and reviews on weekly, monthly, quarterly, and annual cadences. Removals is a highly complex, fascinating space where every member of the team is empowered to make a huge impact. This Senior Program Manager for Removals Transportation will have a proven track record of complex project and program delivery, from conception and design through implementation, measurement, closure, handover, and monitoring. This leader will be able to manage multiple, cross-functional competing projects simultaneously in a fast-paced environment where continuous innovation and agility are encouraged. The ideal candidate can see around corners, is adept at eliminating complexity, is biased for action in ensuring the program is set up for success in achieving our goals, has experience making the right tradeoffs, and earns trust through broad stakeholder influence. This person can work equally successfully with internal stakeholders as well as external vendors, negotiating the right terms to achieve program goals, and balancing performance across multiple KPIs including cost, delivery quality, speed, consolidation, and operations adherence to SLA. Key job responsibilities - Program manage US removals transportation, including sharing out current performance to goals and drivers for achieving or missing goals. - Advocate for your customers, namely the Sellers and Vendors who receive back their inventory from Amazon, ensuring that their needs are represented and met. - Manage vendors including annual negotiations, and weekly, monthly, and quarterly stakeholder mechanisms. - Develop dashboards and your own reporting to manage the business, with some support from BIEs and BAs. - Work alongside product managers, operators, transportation and tech teams by sharing data and metrics, feedback, specifications, and technical analysis to fully define design requirements for new products. - Coach and guide all project teams throughout the entire project lifecycle. - Communicate progress and goals clearly in writing, meetings, and reviews. - Build effective relationships with multiple internal, external, and cross-functional stakeholders to deliver complex projects. - Overcome obstacles independently, including escalating when appropriate. - Liaise with other Amazon teams, including operating as a Removals SME, supporting with data, anecdotes, and deep dives as necessary. - Contribute to existing reporting mechanisms independently and at a high bar (WBR, MBR, QBR) - Traveling 10-20% of the time, especially during project or program launches, anticipated. A day in the life 1. Connecting with vendors to manage performance and gather feedback. 2. Working with operations central teams for anecdotal data or feedback. 3. Gathering requirements from tax, accounting, compliance, operations, program, and business stakeholders, and then making critical prioritization decisions based on those requirements. 4. Conducting surveys, benchmarking performance, doing market segment research or customer interviews, visiting sites or leading ride alongs to understand your customer better. 5. Writing documents to build support from your stakeholders and leaders. 6. Meeting with engineers and discussing new products and features. 7. Modeling financials to quantify the impacts of your products. 8. Dreaming up new big ideas and brainstorming with colleagues. 9. Accessing and aggregating data and delivering fresh insights. 10. Working with business analysts to deliver requirements for a transportation dashboard. About the team We are the WW Removals team, part of the Worldwide Returns & ReCommerce (WW RR) organization at Amazon. WWRR owns WW reverse logistics for Amazon, beginning with alternatives to returns; returns customer experience and transportation; recovery and recommerce channels (e.g. Amazon Warehouse, Liquidations, and Donations, as well as Seller-facing recovery programs); ReLo Ops; customer returns evaluations tools and programs; and finally, removals tools and programs. WW RR's vision is to set the global standard for excellence in reverse logistics, and build a future that prioritizes customers and our pursuit of zero costs, zero defects, and zero waste. Basic Qualifications - 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 - Knowledge of Excel at an intermediate level (e.g., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, etc.) - Experience working cross functionally with tech and non-tech teams - MBA - 5+ years of owning program strategy, end to end delivery, and communicating results to senior leadership experience - 5+ years of leading large complex programs experience - Experience managing accounting/finance process improvement and/or technology projects with aggressive schedules - 2+ years experience leading vendor or carrier negotiations Preferred Qualifications - 2+ years of driving process improvements experience - Top-notch written and verbal communication skills. - Experience in reverse logistics, transportation, or warehouse operations program management. - Experience owning and driving a P&L. - High proficiency user of Microsoft Office products like Excel and Word and demonstrated experience using data visualization software and SQL. - KPI development and ownership. - Experience developing and communicating goals and strategies across multiple leadership levels, and facets of an organization. - Strong detail-orientation with a demonstrated ability to self-motivate and motivate project team members to achieve goals. - Independent and flexible, with high-motivation to delight the customer. - Experience in complex problem solving, and working in a tight schedule environment 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 https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t 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 $104,100/year in our lowest geographic market up to $185,000/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 https://www.aboutamazon.com/workplace/employee-benefits . This position will remain posted until filled. Applicants should apply via our internal or external career site.