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Customer Service

World Wide Customer Returns Program Manager

Hebron, Kentucky
Requisition ID: 416067
Amazon is growing and we need nimble leaders who move fast, are capable of breaking down and solving complex problems, and have a strong will to get things done. As a result of continued rapid growth we are seeking a WW Returns Program Manager. Check out what Bloomberg has reported on us recently. http://www.msn.com/en-us/money/technology/amazons-speedy-refunds-set-pace-for-e-commerce-product-returns/ar-AA7Yjt9

The successful candidate will be part of the WW Customer Returns team responsible for managing multiple processes globally while providing a world class customer experience and improving our cost structure in returns. This role combines Operator, Planner, Negotiator, Account Manager, Analytics and Finance functions, and requires a Program Manager, who can show proven ability in managing and influencing change and improvement.

The Program Manager will also provide support to the program’s growth through analysis of business opportunities and identifying solutions; proposing changes to operational processes; driving a high standard in customer satisfaction; ensuring high-quality results; and making recommendations to shape the program.

Deliverables/ Scope:
  • Responsible for Return Operations of Amazon fulfilled items for various Amazon Return Centers
  • Responsible for asset recovery and high quality of return re-inbound processes in return nodes
  • Work with technology team to develop user configurations, and be a visionary leader for the use of technology in improving customer experience
  • Lead a team to audit and ensure FC compliance to quality processes regarding asset recovery
  • Prepare reports, specifications, technical analysis to fully define the design requirements, equipment and services required
  • Provide direction within internal technology teams to adjust system interfaces, APIs and services
  • Work with the Operations and Supply Chain organizations to determine operational forecasts
  • Active involvement in Risk Analysis activities
  • Improve asset repair activities
  • Influence Leadership teams at various Amazon Fulfillment Centers
Basic Qualifications:
Basic Qualifications
  • Bachelor's degree in Industrial Engineer, Supply Chain Management or related field
  • Three to five years’ experience working with a warehouse, asset recovery or reverse logistics environment
  • Detailed program management and implementation experience
  • Quality Assurance knowledge and experience
  • Knowledge of Six Sigma, Lean process improvement techniques
  • In-depth knowledge of reverse logistics, material handling, warehouse processes and small parcel transportation
  • A self-starter who possesses intellectual curiosity; proven team player at ease with sleeves rolled up sleeves
  • Ability to effectively utilize data to make sound business decisions and influence leaders
  • Role will be based in Cincinnati , KY and must be able to relocate and meet travel expectations
  • Ability to travel throughout Kentucky and Nevada up to 50% of the time
  • Experience with SQL
  • Experience with MS Project

Preferred Qualifications
Preferred Qualifications
  • Significant experience in material handling of wide range of retail products
  • Planning and Organizing: evaluates priorities and prioritizes appropriately; resolves conflict and communicates intentions clearly; delivers on time
  • Transportation or Operations industry experience
  • Intermediate to advanced proficiency with Microsoft Office especially Excel
  • Decision Making / Complex Problem Solving- proactively gathers information from appropriate sources, probes/considers all of the facts, considers other perspectives; refers to long term plans and goals, draws sound inferences; prioritizes key factors; acts decisively, promptly and confidently; able to operate with limited guidance
  • Experience managing an hourly team

Amazon is an Equal Opportunity-Affirmative Action Employer- Minority/Female/Disability/Veteran/Gender Identity/Sexual Orientation

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