Program Operations Manager, EU FBA Customer Returns

1 tydzień temu

Warszawa, Mazovia, Polska TN Poland Pełny etat

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Program Operations Manager, EU FBA Customer Returns, Warsaw

Client:

Amazon EU SARL (Poland Branch) - J81

Location:

Warsaw, Poland

Job Category:

Other

EU work permit required:

Yes

Job Reference:

1320825e3dd8

Job Views:

3

Posted:

17.03.2025

Expiry Date:

01.05.2025

Job Description:

Today, more than 58% of worldwide purchases from Amazon are made from third-party businesses. That's $160B in sales, mostly from Small- and Medium-sized businesses. Fulfillment by Amazon (FBA) enables these businesses (our Selling Partners) to hand over the heavy lifting of warehousing, payment processing, delivery returns and customer service to Amazon, utilizing the capabilities that Amazon has built over the last 25 years. Selling Partners can list and sell their products across all of our European sites from a single account. This frees them to concentrate on what they do best – finding and developing new products and marketing them to potential customers.
Amazon currently seeks a creative, dynamic, and experienced Program Operations Manager to join the EU FBA Defect reduction team to drive Cost of Customer Returns for Amazon and Seller and eliminate Sellers pain points related to customer returns.
A successful candidate must be able to work independently, be comfortable with ambiguity, and be able to influence internal/external partners at all levels of the organization. This role will particularly suit someone with strong analytical abilities, relationship building skills, and superb project management capabilities. Some of the qualities that we are looking for: you are results-oriented (and have a track record of repeatedly delivering great results); you are an innovator (and have already proven it); you have the intellect and horsepower to solve really complex problems (some may say impossible to solve); you are an owner, and do what it takes to make your team successful; you have relentlessly high standards (some may say too high); you are customer obsessed; you operate well in an ambiguous environment; and finally, you have a burning desire to be a part of something really big.

Key job responsibilities

  1. Establish E2E knowledge of FBA Customer Returns and major drivers of costs due to items that are not returned after being refunded to the customers.
  2. Identify and lead scalable solutions to reduce customer returns.
  3. Identify input metrics, metric owners, align goals with respective owners, monitor and share progress on these metrics with stakeholders.
  4. Develop weekly/monthly/quarterly mechanisms to drive visibility on defect reduction initiatives and performance.
  5. Work with Ops and Tech teams to develop processes and products to identify and reduce defects.
  6. Lead customer return reduction planning and goal setting.
  7. Lead funding discussions for product and process initiatives including ROI analysis in short, medium, and long term.

BASIC QUALIFICATIONS

  1. Bachelor's degree.
  2. Experience in program or project management.
  3. Experience working cross-functionally with tech and non-tech teams.
  4. Experience in defining and implementing process improvement initiatives using data and metrics.
  5. Experience defining program requirements and using data and metrics to determine improvements.
  6. Experience in FC Operations (ideally Return Logistics).
  7. Advanced Excel and Basic SQL knowledge.

PREFERRED QUALIFICATIONS

  1. Supply chain cost reduction experience.
  2. Experience of leading customer-facing initiatives.
  3. Advanced SQL.
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