Program/Product Manager, Returns Operations & After Market Services, Australia Team
Amazon
DESCRIPTION
Are you passionate about driving sustainability and optimizing customer experiences? Join our innovative APAC After Market Services (AMS) team and contribute to our 'three zero' mission: Zero Defects for Customers, Zero Cost of Returns, and Zero Waste. We strive to reduce customer returns, maximize reuse and recovery, and improve the sustainability of returns while implementing efficient solutions in our Fulfilment Centres (FCs).
The Customer Returns (C-returns) & AMS (or Recommerce) team is looking for a Product / Program Manager to drive operational excellence and own the Programs and Processes improvements' roadmap across Sellable Yield (re-Sale as New), Vendor Returns, and Disposal Avoidance in Australia and Singapore. The role is highly visible, and it'll require someone who is motivated to make a big impact.This role requires hands-on experience with warehouse operations and returns processing.
You'll have the opportunity to make a significant impact on our Operations in Australia and Singapore, working with cross-functional teams to drive process improvements and deliver tangible results.
As a Product / Program Manager, you'll:
- Develop and execute the vision for our Programs and Products, with a focus on increasing financial recovery from Customer Returns
- Collaborate with business and Operations partners to optimize existing processes and identify new opportunities for improvement
- Contribute to strategic planning and present complex topics to senior leadership
- Leverage data-driven insights to make informed decisions and drive innovation
- Build and maintain strong relationships across multiple internal teams
- Transform our returns operations across multiple facilities in Australia and Singapore
- Work directly with warehouse teams to optimize returns processing workflows
- Implement best practices for inventory management and returns handling
The ideal candidate for this role will have proven skills in managing complex Programs or business, a strong understanding of making data-driven decisions, bringing new ideas to market, influencing others, and launching / optimizing processes from a operational and Tech POV in FCs or returns facilities. They'll have a demonstrated ability to build strong relationships, and deliver results under ambiguity. They have an entrepreneurial spirit, are able to roll up their sleeves (can be scrappy), and be creative and innovate in order to generate a best-in-class product design tailored to AU and SG customers and deliver results. Finally, a successful candidate must be able to work across multiple internal teams, leverage existing Amazon resources, and influence even without direct authority.
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There are also a great range of benefits that make Amazon a great place to work, including our popular Dogs At Work program which has been proven to lower stress and boost morale and is now running successfully in our corporate offices around Australia.
Our commuter benefits scheme allows employees to save on the cost of getting to and from work while Amazon also offers subsidized health insurance for employees and their dependents on top of salary continuance (income protection), and life insurance.
Amazon has all kinds of jobs for all kinds of people, and prides itself on hiring individuals with all types of background and experiences and celebrates diversity of leadership and thought as a key component in its mission to create the most customer-centric company in the world.
This position requires full-time in-office presence 5 days per week at our CBD location.
Key job responsibilities
- Lead end-to-end returns operations Programs and Products, focusing on process optimization and efficiency
- Define and implement operational strategies to increase recovery value from Customer Returns
- Partner with retail operations teams to identify and resolve process bottlenecks
- Drive continuous improvement initiatives across returns handling and processing
- Manage cross-functional relationships between Stores, Operations, and business teams
- Create and track operational metrics to measure program success
A day in the life
As a Product / Program Manager in our AMS team, you'll start your day by reviewing key performance indicators and identifying areas for improvement. You'll collaborate with team members to brainstorm innovative solutions and develop action plans. Throughout the day, you'll engage in cross-functional meetings, analyze data, and work on process optimization projects. You'll also have the opportunity to present your findings and recommendations to senior leadership, contributing to the overall success of the AMS team.
About the team
Our APAC After Market Services team is dedicated to creating a more sustainable and efficient returns process. We're a diverse group of professionals who are passionate about innovation and customer satisfaction. We foster a collaborative environment where ideas are shared freely, and team members are encouraged to think creatively to solve complex challenges.
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